Guest Service Agent at Minor International in Khomas, Namibia

Job Location: Avani Windhoek Hotel & Casino

At Avani, we’re all about finding that perfect balance — between cool and kind, design and function, service and privacy. We’ve built our hotels and resorts around this philosophy: vibrant social spaces that vibe with the day, stylish rooms that simply work, and honest, locally inspired food. We embrace an upbeat service culture that genuinely respects the art of hospitality.

With a growing portfolio across Europe, the Middle East, Asia, Africa, and Australia, Avani is a brand on the move. If you take real pride in the little things — and believe that a warm welcome and a genuine smile make all the difference — you’ll fit right in here.

The Service Agent is responsible for delivering a seamless and welcoming guest experience, ensuring every interaction reflects professionalism, efficiency, and genuine hospitality. As the first point of contact, you will create strong first impressions, support smooth front office operations, and contribute to an effortless and memorable stay for every guest at Avani Windhoek Hotel & Casino. Key Responsibilities

• Create a warm, engaging and memorable first impression by welcoming all guests in a professional and personalized manner.
• Deliver seamless and efficient check-in and check-out experiences, ensuring accuracy while maintaining a guest-focused interaction
• Anticipate guest needs proactively and respond to enquiries with confidence, care, and attention to detail
• Resolve guest concerns and service challenges with empathy, professionalism, and a solutions-driven approach, ensuring full follow-up
• Provide recommendations and comprehensive knowledge of hotel services, facilities, promotions, and the local destination to enhance the guest experience
• Coordinate and support guest requests such as transport, reservations, and special arrangements, ensuring a smooth and personalized stay
• Accurately manage all front office systems (PMS, reservations, guest profiles, and billing) while ensuring data integrity and attention to detail
• Process all financial transactions efficiently and in line with company controls and audit standards
• Maintain clear and detailed shift handovers, logs, and reporting to ensure operational continuity
• Identify and confidently act on opportunities to upsell rooms, upgrades, dining, and experiences that add value to the guest stay
• Build strong cross-departmental relationships to ensure a seamless and coordinated guest experience
• Communicate clearly, professionally, and proactively with both guests and colleagues at all times
• Contribute to a positive team culture by supporting colleagues and maintaining a high level of professionalism and energy

What We’re Looking For

• Previous experience in a front office or guest service role within the hospitality industry (preferred)
• A Diploma in Hospitality and Tourism will be an added advantage
• Good level of technical proficiency and the ability to work confidently with hotel systems (PMS) and basic computer applications
• Well-developed communication and interpersonal skills, with the ability to engage effectively with guests and colleagues
• A professional, guest-focused approach, with a strong commitment to service excellence
• Ability to perform effectively in a fast-paced environment while maintaining a high level of accuracy and attention to detail
• Strong organisational skills, with the ability to prioritise tasks and manage multiple responsibilities
• Demonstrated ability to work collaboratively within a team, with a positive attitude and willingness to learn

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