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. This position combines operational oversight, staff development, and guest relationship management in a vibrant, hospitality‑focused environment.

Key responsibilities

• Supervise daily Front Office operations, guaranteeing smooth check‑in, check‑out and guest service processes.
• Develop and deliver training programmes for Front Office associates.
• Maintain and enforce Front Office Standard Operating Procedures.
• Monitor team performance, provide coaching and drive service excellence.
• Coordinate VIP arrivals, special requests and personalized guest experiences.
• Collaborate with Housekeeping, Engineering, Food & Beverage and other departments to ensure a seamless guest journey.
• Handle guest concerns and service recovery situations promptly and professionally.
• Support hotel sales, promotions and upselling initiatives.

Required profile

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

Required skills

• Proficiency with Property Management Systems and other hotel operational software.