WE’RE HIRING

We are looking for individuals to help shape a wellness experience that brings together Malawian warmth and heritage with aromas, flavours and rituals from around the world.

If that sounds like you, we’d love to hear from you.

Job Title: Guest Service Associate (2 Positions)

Department: Front Office / Guest Relations

Reports To: Front Office Manager

Job Summary:

The Guest Service Associate is the first point of contact for guests and is responsible for delivering exceptional, personalized service. This role handles check-ins/outs, concierge services, and resolves guest inquiries to ensure a memorable stay.

Key Responsibilities:

Front Desk Operations:

• Greet guests warmly upon arrival and manage the check-in/check-out process efficiently.
• Process reservations, modifications, and cancellations using the Property Management System (PMS).
• Handle cash and credit card transactions accurately.

Concierge & Guest Relations:

• Provide information regarding hotel facilities, local attractions, and dining options.
• Arrange transportation, tours, and special requests (e.g., flowers, cakes).
• Anticipate guest needs and proactively offer assistance.

Communication:

• Answer phone calls and emails professionally, directing queries to the appropriate department.
• Maintain clear communication with housekeeping and maintenance regarding room status.

Problem Solving:

• Handle guest complaints and operational issues with empathy and efficiency, escalating to management when necessary.

Qualifications:

• Diploma or Bachelor’s in Hospitality Management or related field.
• 1-2 years of experience in a hotel front desk or customer service role.
• Proficiency in MS Office and hotel PMS software (e.g., Opera, Fidelio).
• Excellent verbal and written communication skills; multilingual ability is a plus.
• Professional appearance and a "can-do" attitude.

• Greet guests warmly upon arrival and manage the check-in/check-out process efficiently.
• Process reservations, modifications, and cancellations using the Property Management System (PMS).
• Handle cash and credit card transactions accurately.
• Provide information regarding hotel facilities, local attractions, and dining options.
• Arrange transportation, tours, and special requests (e.g., flowers, cakes).
• Anticipate guest needs and proactively offer assistance.
• Answer phone calls and emails professionally, directing queries to the appropriate department.
• Maintain clear communication with housekeeping and maintenance regarding room status.
• Handle guest complaints and operational issues with empathy and efficiency, escalating to management when necessary.

• Excellent verbal and written communication skills
• Proficiency in MS Office
• Proficiency in hotel PMS software (e.g., Opera, Fidelio)
• Multilingual ability is a plus
• Professional appearance
• "can-do" attitude

• Diploma or Bachelor’s in Hospitality Management or related field.
• 1-2 years of experience in a hotel front desk or customer service role.