Company Description
Contemporary, relaxed and imaginative. Be it a leisurely family break or romantic escape, AVANI Hotels & Resorts provides the right space for guests who value the details that matter.
Job Description
About the Role
The Guest Relations Supervisor acts as a key ambassador of the hotel, combining front desk and concierge responsibilities to deliver a smooth and personalised guest journey. This role is responsible for supervising daily operations, supporting the team where needed, and ensuring efficient check-ins, check-outs, and guest services, while maintaining exceptional service standards at all times.
Key Responsibilities
- Supervise daily front office and concierge operations
- Oversee guest check-in and check-out processes, ensuring efficiency and accuracy
- Assist the team operationally where needed to ensure smooth service delivery
- Anticipate guest needs and provide personalised concierge services and recommendations
- Handle guest enquiries, requests, and complaints professionally and promptly
- Drive guest satisfaction and online review performance
- Identify upselling opportunities and contribute to revenue generation
- Ensure all service standards are consistently delivered in line with Avani brand expectations
- Monitor guest satisfaction and ensure all follow-ups are completed in a timely manner
- Maintain full knowledge of hotel services, facilities, rates, and local attractions
- Conduct daily shift briefings and ensure clear communication within the team
- Support, coach, and guide team members to deliver high performance
- Coordinate with all departments to ensure a seamless guest experience
- Proactively identify opportunities to enhance the overall guest journey
Qualifications
What We’re Looking For
- Minimum of 2–3 years’ experience in Front Office, Concierge, or Guest Relations within a hospitality environment
- Previous supervisory experience will be an advantage
- Strong knowledge of front desk operations, including check-in and check-out procedures
- Excellent communication and interpersonal skills
- Strong guest service orientation with a passion for hospitality
- Ability to multitask and perform effectively in a fast-paced environment
- Strong problem-solving skills and ability to remain calm under pressure
- Good organisational and time management skills
- Familiarity with hotel systems (PMS) and guest service technology
- Knowledge of the local market, attractions, and guest preferences is advantageous
Additional Information
Avani Windhoek Hotel & Casino values local talent and is committed to supporting the growth and development of the communities in which we operate. While all qualified candidates are encouraged to apply, preference may be given to suitably qualified local applicants in line with our commitment to community empowerment and workforce diversity. People with disabilities are encouraged to apply.
