Guest Service Agent

About Avani Windhoek Hotel & Casino

Avani is dedicated to creating an ideal blend of style and comfort with vibrant social spaces, functional yet stylish rooms, and genuine hospitality inspired by local culture. The hotel is part of a continuously expanding brand portfolio spanning Europe, the Middle East, Asia, Africa, and Australia. The company values attention to detail, warm welcomes, and sincere smiles that enhance guest experiences.

Role Overview

The Guest Service Agent plays a critical role in ensuring an effortless and welcoming experience for guests, acting as the initial point of contact. This position requires professionalism, efficiency, and genuine hospitality to make every guest's stay memorable. The role supports smooth front office operations and strives to deliver outstanding service consistently.

Key Responsibilities

• Extend a warm and personalized greeting to all guests, leaving a positive first impression.
• Manage smooth, accurate check-in and check-out processes with a focus on guest satisfaction.
• Proactively anticipate guest needs and handle inquiries with care and thoroughness.
• Address guest concerns empathetically and professionally, ensuring complete resolution and follow-up.
• Provide knowledgeable recommendations about hotel amenities, promotions, and local attractions to enrich the guest stay.
• Coordinate guest requests such as transportation, bookings, and special arrangements for a tailored experience.
• Maintain accurate front office system records including PMS data, reservations, guest profiles, and billing with rigorous attention to detail.
• Process financial transactions efficiently, adhering strictly to company controls and audit requirements.
• Ensure operational continuity by documenting detailed shift handovers, logs, and reports.
• Identify opportunities for upselling room upgrades, dining, and experiences that add value to the guest experience.
• Foster effective communication and collaboration with various hotel departments to deliver a seamless guest experience.
• Uphold professionalism and clear communication in all interactions with guests and team members.
• Support a positive team environment by assisting colleagues and maintaining enthusiasm and professionalism.

Qualifications and Skills

• Prior experience in front office or guest services within hospitality is preferred.
• A diploma in Hospitality and Tourism is considered an advantage.
• Proficiency with hotel management systems (PMS) and standard computer applications is essential.
• Strong communication and interpersonal skills to interact effectively with guests and coworkers.
• A dedicated, guest-centered approach with a commitment to service excellence.
• Ability to function efficiently in fast-paced settings while maintaining accuracy.
• Excellent organizational skills with the capability to prioritize multiple tasks.
• Proven teamwork capabilities, positive attitude, and eagerness to learn.