Receptionist / Guest Relations Officer

BEFK Fully Furnished Apartments is seeking a Receptionist / Guest Relations Officer to join their team in Kabwe, Central Province, Zambia. This role is crucial for ensuring a positive guest experience and smooth front-office operations.

Roles and Responsibilities

• Welcome guests upon arrival and provide professional reception and customer service.
• Manage guest reservations, bookings, check-ins and check-outs.
• Respond to telephone calls, emails and customer enquiries regarding accommodation services.
• Provide guests with information about apartment facilities, services, rates and booking procedures.
• Handle customer complaints, resolve service-related concerns and escalate complex issues to management.
• Maintain accurate guest records, reservation details and occupancy information.
• Coordinate with housekeeping and maintenance teams to ensure apartments are ready for guest arrivals.
• Process guest payments, issue receipts and maintain accurate transaction records.
• Follow up with guests to obtain feedback and improve customer satisfaction.
• Maintain guest confidentiality and uphold professional front-office standards.

Requirements

• Grade 12 School Certificate required.
• Certificate in Hospitality, Front Office Operations or Customer Service preferred.
• Previous hospitality experience is an added advantage.
• Strong customer service and communication skills.
• Skills in managing reservations, bookings, check-ins and check-outs.
• Ability to handle customer complaints professionally and maintain guest confidentiality.

Responsibilities

• Welcome guests upon arrival and provide professional reception and customer service.
• Manage guest reservations, bookings, check-ins and check-outs.
• Respond to telephone calls, emails and customer enquiries regarding accommodation services.
• Provide guests with information about apartment facilities, services, rates and booking procedures.
• Handle customer complaints, resolve service-related concerns and escalate complex issues to management.
• Maintain accurate guest records, reservation details and occupancy information.
• Coordinate with housekeeping and maintenance teams to ensure apartments are ready for guest arrivals.
• Process guest payments, issue receipts and maintain accurate transaction records.
• Follow up with guests to obtain feedback and improve customer satisfaction.
• Maintain guest confidentiality and uphold professional front-office standards.

Skills

• Strong customer service and communication skills.
• Skills in managing reservations, bookings, check-ins and check-outs.
• Ability to handle customer complaints professionally and maintain guest confidentiality.

Qualifications

• Grade 12 School Certificate required.
• Certificate in Hospitality, Front Office Operations or Customer Service preferred.
• Previous hospitality experience is an added advantage.

How to Apply

Job application procedure
Interested in applying for this job? Click here to submit your application now.

Interested candidates should submit the following documents:

• Application letter.
• Updated Curriculum Vitae (CV).
• Certified copies of academic and professional qualifications.
• Copy of National Registration Card (NRC).
• At least two traceable referees.
• Previous employment references, where applicable.

Enquiries: 097xxxxxxx / 097xxxxxxx