Guest Services Agent

About the role

The Guest Services Agent is the first point of contact for guests at Avani Victoria Falls Resort, delivering warm, attentive service and ensuring a memorable stay. You will represent the Avani brand by anticipating needs, providing accurate information, and creating a welcoming atmosphere.

Key responsibilities

• Anticipate guest needs and respond to inquiries in a helpful, AVANI‑style manner.
• Maintain comprehensive knowledge of hotel products, room types, rates, facilities, food & beverage outlets, spa, and promotions.
• Take personal responsibility for the quality of guest service and uphold AVANI standards at all times.
• Ensure guest satisfaction issues are resolved promptly and followed up in a timely fashion.
• Suggest innovative alternatives to enhance the guest experience.
• Collaborate closely with all hotel departments to deliver seamless service.
• Participate in hotel events, daily shift briefings and training to continuously improve professional skills.

Required profile

• Strong commitment to hospitality excellence and a genuine smile.
• Proactive, innovative mindset with a focus on guest satisfaction.
• Ability to build harmonious relationships with colleagues across departments.
• Flexibility to attend shift briefings and events as required.

Required skills