Senior Guest Services Supervisor

Job Location: Avani Victoria Falls Resort

At Avani, we’re all about finding that perfect balance — between cool and kind, design and function, service and privacy. We’ve built our hotels and resorts around this philosophy: vibrant social spaces that vibe with the day, stylish rooms that simply work, and honest, locally inspired food. We embrace an upbeat service culture that genuinely respects the art of hospitality.

With a growing portfolio across Europe, the Middle East, Asia, Africa, and Australia, Avani is a brand on the move. If you take real pride in the little things — and believe that a warm welcome and a genuine smile make all the difference — you’ll fit right in here.

This role is responsible for supervising Front Office associates, supporting training and development, driving upselling initiatives, ensuring compliance with standard operating procedures, coordinating VIP arrivals and special requests, and fostering a positive and high-performing service culture. The incumbent will play a key role in optimizing operational efficiency, enhancing guest loyalty, and contributing to the overall success of the hotel and support the management of all Front Office activities, maintain the highest service standards, and lead the team in achieving operational excellence and guest satisfaction.

Key Responsibilities

• Supervise and coordinate the daily operations of the Front Office department to ensure seamless guest service delivery.
• Support the development and implementation of training programs for Front Office associates.
• Maintain comprehensive knowledge of Property Management Systems and other hotel operational systems.
• Ensure all Front Office Standard Operating Procedures are consistently implemented and maintained.
• Monitor team performance and provide coaching, guidance, and support to achieve service excellence.
• Drive the successful execution of hotel sales, promotions, and upselling initiatives.
• Coordinate VIP arrivals, special guest requests, and personalized guest experiences.
• Liaise closely with Housekeeping, Engineering, Food & Beverage, and other departments to ensure a seamless guest journey.
• Conduct regular inspections of guest rooms and public areas to ensure quality and presentation standards are maintained.
• Handle guest concerns and service recovery situations promptly and professionally.
• Maintain a positive, engaging, and performance-driven work environment.
• Build and maintain effective relationships with tour operators, travel agencies, and other key stakeholders.

Qualifications & Experience

• Full Grade 12 School Certificate certified by the Zambia Qualifications Authority (ZAQA).
• Diploma or Degree in Hospitality Management, Hotel Management, Tourism, Business Administration, or a related field.
• Minimum of 3 to 5 years' experience in Front Office operations within a hotel or resort environment.
• At least 2 years' experience in a supervisory or leadership role within Front Office operations.
• Strong knowledge of Front Office procedures, guest relations, reservations, and revenue optimization.
• Experience working with Property Management Systems (PMS) and hotel reservation systems.
• Knowledge of hotel standards, guest service excellence, and complaint resolution techniques.
• Demonstrated ability to lead, train, coach, and develop associates.
• Strong communication, organizational, and problem-solving skills.
• Proficiency in Microsoft Office applications.
• Ability to work flexible shifts, including weekends and public holidays.

Key Competencies

• Front Office Operations Management
• Guest Experience Excellence
• Leadership & Team Development
• Training & Coaching
• Revenue Generation & Upselling
• Complaint Resolution & Service Recovery
• Communication & Interpersonal Skills
• Planning & Organization
• Problem Solving & Decision Making
• Quality Assurance & Compliance

Desirable

• Previous experience within a luxury hotel, resort, safari lodge, or internationally branded hospitality environment.
• Knowledge of Opera PMS, Micros, or similar hospitality systems.
• Experience managing VIP, corporate, and group guest experiences.

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