Senior Guest Services Supervisor

Job description

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.

KEY DUTIES AND RESPONSIBILITIES

Please note that this is not an exhaustive list of everything that needs to be done.  Avani employees always find new ways to look after the business, their guests, and their colleagues.   Within this, the key responsibilities for this position are:

• Assist the preparation of the Front Office team budget.
• Plan and implement training plans for all Front Office employees.  Conduct regular associate training, and monitor its success.  This will involve training in both IT systems and guest-service procedures.
• Maintain full knowledge of the Property Management and Call Centre computer systems.
• Supervise the functioning of all departmental employees and facilities.
• Take personal responsibility for maximizing quality levels of product and service, and guest satisfaction.
• Ensure that all Standard Operating Procedures are being adhered to, by training all staff and monitoring their performance.  Continue to capture best current practice in new LSOPs relating to front office operation.
• Drive the implementation of all sales and promotional programmes of the hotel.  Take personal responsibility for driving Upselling within the property.
• Monitor daily arrivals and action as appropriate for any VIP or special request.  Liaise with housekeeping, room service and guest relations where necessary to complete the action.
• Develop and maintain a motivational working environment within the department.
• Provide coaching and counseling, support and guidance to the associates as required.
• Ensure associates are up-to-date with current information and data of the hotel products and services including room types, rates, features and facilities, food and beverage outlets & promotions, spa and health club, and other services and facilities.
• Conduct regular room and floor inspections to ensure quality standards, complete necessary Engineering Job Order or housekeeping cleaning requests and monitor the results.
• Provide assistance to local representatives of tour operators and travel agencies.

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