About Company
Avani Maseru Hotel, a proud member of the Avani Hotels & Resorts family, is a vibrant and modern destination nestled in the heart of Maseru, Lesotho. We are renowned for our contemporary design, exceptional service, and unwavering commitment to creating memorable experiences for our guests. From local adventurers to international travelers, we offer a dynamic and comfortable stay, complete with diverse dining options, state-of-the-art conferencing facilities, and a relaxing pool area. At Avani Maseru, we believe in fostering a diverse and inclusive environment where our team members can thrive, develop their skills, and contribute to our shared success. We are dedicated to delivering authentic hospitality and exceeding guest expectations at every touchpoint. Join our passionate team and be part of a leading hospitality brand that truly makes a difference in the lives of our guests and community.
Job Description
Are you an enthusiastic, service-oriented individual with a genuine passion for hospitality? Avani Maseru Hotel is actively seeking a dynamic and highly motivated Front Desk Agent to join our bustling team. As the first point of contact for our valued guests, you will play a crucial role in shaping their overall experience, ensuring a warm welcome, seamless check-in/check-out processes, and prompt assistance throughout their stay. This is an exciting opportunity to work in a fast-paced environment where your excellent communication skills, meticulous attention to detail, and proactive approach will be highly valued. We are looking for someone who thrives on creating positive interactions, solving problems efficiently, and consistently maintaining the highest standards of guest satisfaction. You will be instrumental in making guests feel at home, providing information, and ensuring all their needs are met with professionalism and a friendly demeanor. If you are ready to embark on a rewarding career with a leading hotel brand and contribute significantly to an unforgettable guest journey, we encourage you to apply! This full-time position requires flexibility, including availability for shifts on weekends, public holidays, and occasionally night shifts as part of a rotating roster.
Key Responsibilities
- Warmly greet and welcome guests upon arrival, processing check-ins efficiently and accurately according to hotel procedures.
- Handle guest inquiries, requests, and complaints promptly, courteously, and professionally, escalating complex issues to management when necessary.
- Process payments, maintain accurate guest accounts, and manage cash handling procedures with strict adherence to financial policies.
- Provide detailed information about hotel facilities, services, local attractions, dining options, and transportation.
- Manage reservations, cancellations, and modifications, ensuring all details are correctly entered and updated in the property management system.
- Answer multi-line phone systems, direct calls, and take messages with a friendly and helpful demeanor.
- Maintain a clean, tidy, and organized front desk area, ensuring a professional appearance at all times.
- Collaborate effectively with other hotel departments (housekeeping, concierge, food & beverage) to ensure a seamless and positive guest experience.
- Perform night audit duties as required, balancing daily transactions, preparing reports, and ensuring system accuracy.
- Adhere to all hotel policies, procedures, and safety standards, including emergency protocols.
- Anticipate guest needs and proactively offer assistance to enhance their stay.
Required Skills
- Proven experience (minimum 18 months) in a front desk or guest services role, preferably within a hotel environment.
- Exceptional interpersonal and communication skills (verbal and written) in English.
- Strong customer service orientation with a genuine desire to assist guests and resolve issues.
- Proficiency in using Property Management Systems (PMS) such as Opera, Fidelio, or similar.
- Excellent organizational skills and meticulous attention to detail.
- Ability to multitask and work effectively under pressure in a dynamic, fast-paced environment.
- Strong problem-solving abilities and a proactive approach to guest issues.
- Basic computer literacy (Microsoft Office Suite, email).
- High school diploma or equivalent.
Preferred Qualifications
- A diploma or degree in Hospitality Management, Tourism, or a related field.
- Fluency in Sesotho or another local language, which is highly advantageous for guest interaction.
- Previous experience with cash handling, foreign currency exchange, and credit card processing.
- Familiarity with local attractions, amenities, and cultural aspects in Maseru.
- Ability to work flexible shifts, including evenings, weekends, and public holidays, as part of a rotating schedule.
Perks & Benefits
- Competitive monthly salary.
- Opportunities for career growth and professional development within Avani Hotels & Resorts and the broader Sun International group.
- Comprehensive training programs to enhance your skills and knowledge.
- Employee discounts on hotel stays, dining, and other services at Avani properties globally.
- A supportive, dynamic, and inclusive work environment.
- Health and wellness programs.
- Uniform provided and laundered.
- Opportunity to be part of a renowned international hotel brand.
How to Apply
We invite qualified candidates who meet the above criteria to apply for this exciting opportunity. Please click on the application link below to submit your detailed CV and a compelling cover letter outlining your relevant experience, your passion for hospitality, and why you are the ideal candidate for this role. We look forward to reviewing your application and potentially welcoming you to the Avani Maseru team!