Senior Guest Services Supervisor

About the role

The Senior Guest Services Supervisor leads the Front Office team at Avani Victoria Falls Resort, ensuring seamless guest experiences and high service standards. You will coach staff, drive upselling initiatives, and coordinate VIP arrivals while supporting overall hotel performance.

Key responsibilities

• Supervise daily Front Office operations to deliver flawless guest service.
• Develop and deliver training programs for Front Office associates.
• Maintain and apply knowledge of Property Management Systems and other hotel operational tools.
• Enforce Front Office Standard Operating Procedures consistently.
• Monitor team performance, provide coaching, and foster a performance‑driven culture.
• Lead sales, promotions, and upselling activities.
• Coordinate VIP arrivals, special requests, and personalized guest experiences.
• Liaise with Housekeeping, Engineering, Food & Beverage and other departments to ensure a seamless guest journey.
• Conduct inspections of guest rooms and public areas to uphold quality standards.
• Handle guest concerns and service recovery promptly and professionally.

Required profile

• Grade 12 certificate (ZAQA) and a Diploma or Degree in Hospitality, Tourism, Business Administration or related field.
• 3‑5 years of Front Office experience in a hotel or resort.
• At least 2 years in a supervisory or leadership role within Front Office operations.
• Strong knowledge of Front Office procedures and guest relations.

Required skills

• Property Management Systems