Guest Services Agent X 2

Exotic, luxurious and indigenous. Anantara’s unique destinations cater for everything from a relaxing city break to an extravagant once in a lifetime journey. Exciting opportunities bring Anantara’s heart-felt hospitality and sense of discovery to destinations across Asia and the Middle East.

We are looking for three enthusiastic and professional Guest Service Agents at Royal Livingstone Hotel by Anantara. The responsibilities include:

• Welcome and check in guests with a warm, friendly demeanour, ensuring a positive first impression of our hotel
• Process guest check-ins and check-outs efficiently, handling payments and resolving any billing queries
• Communicate professionally with guests, colleagues, and other departments, both verbally and in writing
• Make and manage bookings for rooms, restaurants, and other hotel facilities
• Provide comprehensive information about hotel services, local attractions, and transport options
• Assist guests during their stay, addressing queries and resolving issues promptly and courteously
• Handle guest complaints with empathy and professionalism, escalating to management when necessary
• Maintain an up-to-date knowledge of all hotel promotions, events, and special offers
• Coordinate with housekeeping and maintenance teams to ensure rooms meet our high standards
• Manage the hotel's key card system, ensuring guest security and privacy
• Assist with concierge duties as required, including arranging transportation and making reservations
• Adhere to all hotel policies and procedures, particularly those related to safety and security
• Ensure compliance with data protection regulations when handling and storing guest information

The moment a guest steps into our hotel, you will make them feel at home with your welcoming and warm presence. You have the important job of guiding guests through their stay, from smooth check-ins and check-outs to insights on the local attractions and eateries. You will be remembered for your superb customer service and positive energy.

 

• Full grade twelve school certificate or equivalent qualification
• Relevant Diploma or Certificate in Hospitality, Hotel Management, or Guest Services
• Minimum of one year's experience in a guest-facing role within a hotel or similar hospitality establishment
• Proficiency with Front Office Management Systems (essential requirement)
• Excellent verbal and written communication skills in English; additional languages are advantageous
• Strong customer service orientation with a proven ability to deliver exceptional guest experiences
• Demonstrated problem-solving skills and ability to handle guest complaints with professionalism and empathy
• Proficiency in Microsoft Office applications and general IT literacy
• Professional appearance and demeanour, with the ability to maintain composure in high-pressure situations
• Knowledge of data protection and privacy regulations, particularly GDPR compliance
• Flexibility to work shifts, including evenings, weekends, and public holidays as required
• Strong organisational skills with the ability to manage multiple tasks simultaneously

Three Traceable referees with valid emails and mobile numbers.

Zambia Qualification Authority certification of school papers is a must.