About Company
Nestled amidst the rich history and breathtaking landscapes of Masvingo, Great Zimbabwe Hotel stands as a beacon of hospitality and cultural heritage. As part of the esteemed African Sun Hotels group, we are dedicated to providing our guests with unparalleled service, comfortable accommodations, and an authentic Zimbabwean experience. Our commitment to excellence is reflected in every interaction, ensuring a memorable stay for both leisure and business travelers. Join our passionate team and contribute to a legacy of world-class service within a company that values its employees and fosters a culture of growth and professional development. We believe in creating not just a workplace, but a community where talent thrives and dedication is celebrated.
Job Description
Are you an energetic, highly organized, and customer-focused individual with a passion for hospitality? Great Zimbabwe Hotel is seeking a dynamic Front Office Supervisor to join our dedicated team. This pivotal role involves overseeing the daily operations of our front desk, ensuring a seamless and welcoming experience for all our guests from arrival to departure. You will be instrumental in maintaining our high standards of service, managing and motivating a team of front office agents, and resolving guest concerns with efficiency and grace. The Front Office Supervisor acts as a key ambassador for our hotel, embodying our values of warmth, professionalism, and attentiveness. This position offers a unique opportunity to lead by example, foster a positive work environment, and contribute significantly to guest satisfaction and operational success. You will play a crucial role in creating the first and last impression our guests have, directly impacting their overall experience. We are looking for someone who can inspire their team to deliver exceptional service, handle demanding situations with poise, and continuously seek ways to enhance guest interactions. If you thrive in a fast-paced environment, possess exceptional communication skills, have a keen eye for detail, and are ready to take the next step in your hospitality career, we encourage you to apply and become a part of the Great Zimbabwe Hotel family, where every day is an opportunity to create memorable experiences and grow your professional journey.
Key Responsibilities
- Supervise and lead the front office team, including receptionists and bellhops, ensuring efficient check-in/check-out processes and smooth daily operations.
- Train new front office staff members and provide ongoing coaching, mentorship, and performance feedback to existing team members.
- Handle guest inquiries, complaints, and requests promptly, professionally, and courteously, ensuring satisfactory resolution and exceeding guest expectations.
- Monitor and manage room availability, reservations, and guest room assignments to optimize occupancy and revenue generation.
- Maintain accurate guest accounts and financial transactions, including cash handling, credit card processing, and daily reconciliation.
- Oversee the proper functioning of front office equipment and property management software, reporting any technical issues promptly to relevant departments.
- Ensure strict adherence to all hotel policies, procedures, brand standards, and safety regulations, maintaining a secure and professional environment.
- Collaborate effectively with other departments such as Housekeeping, Food & Beverage, and Maintenance to ensure a holistic and seamless guest experience.
- Prepare daily reports, including occupancy rates, revenue summaries, guest feedback analysis, and other operational metrics for management review.
- Act as a primary point of contact for VIP guests and special requests, ensuring personalized and high-quality service tailored to their needs.
Required Skills
- Proven experience of at least 3 years in a front office role, with demonstrated leadership or supervisory responsibilities.
- Exceptional customer service, interpersonal, and communication skills (verbal and written).
- Strong leadership capabilities with a proven ability to motivate, train, and manage a diverse team.
- Proficiency in hotel management software (e.g., Opera PMS, Fidelio) and Microsoft Office Suite (Word, Excel, Outlook).
- Ability to handle stressful situations calmly, professionally, and effectively, making sound decisions under pressure.
- Excellent problem-solving and decision-making capabilities, with a proactive approach to guest satisfaction.
- High level of integrity, reliability, and meticulous attention to detail in all aspects of work.
- Fluent in English; a working knowledge of local languages (e.g., Shona, Ndebele) is highly advantageous.
Preferred Qualifications
- A Diploma or Degree in Hospitality Management, Tourism, or a closely related field.
- Familiarity with local attractions, tour operators, and concierge services within Masvingo and surrounding areas.
- Experience with revenue management principles and strategies.
- Additional language proficiency beyond English and local dialects.
Perks & Benefits
- Competitive salary package and performance-based incentives.
- Comprehensive health and wellness benefits program.
- Outstanding opportunities for professional growth and career advancement within the African Sun Hotels group.
- Generous employee discounts on hotel stays, dining, and other services across our portfolio.
- A supportive, dynamic, and collaborative work environment.
- Complimentary meals provided during shifts.
- Access to continuous training and development programs to enhance your skills and career trajectory.
How to Apply
Interested candidates are invited to submit their detailed Curriculum Vitae and a compelling cover letter outlining their suitability for this demanding yet rewarding role. Please click on the application link below to apply directly through our corporate careers portal. We look forward to reviewing your application.