GUEST SERVICE AGENT – Avani Windhoek Hotel & Casino (Minor Hotels Group)

Key Responsibilities

• Create a warm, engaging and memorable first impression by welcoming all guests in a professional and personalized manner.
• Deliver seamless and efficient check-in and check-out experiences, ensuring accuracy while maintaining a guest-focused interaction
• Anticipate guest needs proactively and respond to enquiries with confidence, care, and attention to detail
• Resolve guest concerns and service challenges with empathy, professionalism, and a solutions-driven approach, ensuring full follow-up
• Provide recommendations and comprehensive knowledge of hotel services, facilities, promotions, and the local destination to enhance the guest experience
• Coordinate and support guest requests such as transport, reservations, and special arrangements, ensuring a smooth and personalized stay
• Accurately manage all front office systems (PMS, reservations, guest profiles, and billing) while ensuring data integrity and attention to detail
• Process all financial transactions efficiently and in line with company controls and audit standards
• Maintain clear and detailed shift handovers, logs, and reporting to ensure operational continuity
• Identify and confidently act on opportunities to upsell rooms, upgrades, dining, and experiences that add value to the guest stay
• Build strong cross-departmental relationships to ensure a seamless and coordinated guest experience
• Communicate clearly, professionally, and proactively with both guests and colleagues at all times
• Contribute to a positive team culture by supporting colleagues and maintaining a high level of professionalism and energy

Requirements

• Previous experience in a front office or guest service role within the hospitality industry (preferred)
• A Diploma in Hospitality and Tourism will be an added advantage
• Good level of technical proficiency and the ability to work confidently with hotel systems (PMS) and basic computer applications
• Well-developed communication and interpersonal skills, with the ability to engage effectively with guests and colleagues
• A professional, guest-focused approach, with a strong commitment to service excellence
• Ability to perform effectively in a fast-paced environment while maintaining a high level of accuracy and attention to detail
• Strong organisational skills, with the ability to prioritise tasks and manage multiple responsibilities
• Demonstrated ability to work collaboratively within a team, with a positive attitude and willingness to learn

How to Apply

REF Code: JR113191-1