About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.         

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

 

 

About the location:

Join us deep in the heart of the world’s most celebrated wildlife reserves, where the Big Five – the lion, the leopard, the buffalo, the elephant and the rhinoceros – run free on the endless, untamed landscape. Perched on a series of elevated platforms and walkways, our Lodge sits next to an animal watering hole, where you can watch a family of elephants stop for their morning drink. Nestled in the heart of Central Serengeti amid wide-open plains, our Lodge is just a 45-minute drive from the Seronera Airstrip, accessible by connecting flights from three main airports within Tanzania. This beautiful lodge opened under the Four Seasons Hotels and Resorts family in December 2012, and has 77 rooms including 12 suites and 5 villas, 3 stunning Food and Beverage venues, our unique Discovery Centre offering an interactive experience where you can learn about the wildlife, history and people of the Serengeti, Kijana Kids Club, a spa with 6 free-standing treatment pavilions offering bespoke rituals and treatments that celebrate Africa’s magic and mystique, fitness center and a dedicated team bringing your magical wildlife safaris experiences to life.

 

 

BASIC PURPOSE: 

Oversees the Front Desk operations and acts as the Front Office Manager and manager on duty in the Lodge when senior managers are not available.  Directs staff that perform the following duties and will also perform these duties on their own: welcoming and registering Lodge guests, explaining the accommodation, and establishing credit or method of payment.  Checks guest out of the Lodge, preparing and explaining the bill. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.

 

ESSENTIAL FUNCTIONS:

  • Manages the staff at the Front Desk.  Interviews, trains and schedules the staff.  Conducts Performance Evaluations and disciplines staff when needed.
  • Coordinates arrivals, departures and billing requirements with Sales and F&B departments. Blocks rooms for arrivals and ensures any discrepancies are resolved. Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups.
  • Assures that all financial and credit procedures are followed.  Follows up on credit problems with Front Office Manager and/or Credit Manager. Reviews all paid-outs, rebates, Petty Cash disbursements and Direct Billings. Checks cashier’s work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements.
  • Acts in all matters related to the safety, security, satisfaction and wellbeing of Lodge guests and employees when senior managers are not available. Responds swiftly and effectively in any Lodge emergency or safety situation.
  • Resolves guest complaints from all areas of the Lodge, managing all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with Lodge services, hours of operations, key Lodge personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guests will be in person and by phone.
  • Checks guest in and out in an efficient and friendly manner, using guest name whenever possible.  Assures that guest is assigned type of room requested and the correct rate is charged. Arranges for luggage to be delivered to guest room.  Issues correct keys to the guest. Checks out guest at end of stay.  Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest.  Settles bill accurately through credit card or cash transaction.
  • Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests.
  • always Conduct self in a professional manner. Adhere to the established standard of conduct and house rules, fire regulations and department procedures and policies.
  • Dresses in issued uniform and ensure a neat, clean and tidy appearance.
  • Report on working on time, aware of the schedule always and if unable to attend work, notifies your supervisor in adequate time as stated in the Employee Handbook.
  • Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in Employee handbook.
  • Works harmoniously and professionally with co-workers and supervisors.
  • Accepts reservations, changes and cancellations in the absence of Reservations Agents and oversees the Reservations in the absence of Revenue/Reservations Manager.  Can answer guest calls and direct them appropriately without a Communications Operator.
  • Ensure all guest and vendor permits are done in a timely manner to avoid any delays at the entrance point and ensure permit exits are done in timely manner to avoid unnecessary penalties may occur.
  • Ensure the daily report daily briefing sheet is accurate and sent on time. Ensures GA report is accurate with all guest preferences/ Glitches noted
  • Ensures all team members update guest profile in Golden and ensure maximum details of guests are captured in Golden including guest pictures
  • Ensure Chat desk is manned, and all chat conversations are accurate, timely and appropriate
  • Ensures all Safety and Security procedures of the Lodge are followed including checking of various security features installed at the Lodge
  • Oversees the Transportation needs of the lodge including assigning the vehicles for lodge staff and guest pick up. Ensure all vehicles are set as per standard prior to driving the guests.
  • Conducts briefing for all staff once or twice a day depending on the shift. Also Conducts briefing for the Drivers daily, once transportation plan for the next day is completed.

 

NON-ESSENTIAL FUNCTIONS:

  • Provides basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service.
  • Works closely with Masaai to ensure smooth handling of guest luggage, deliveries, and special requests.
  • Other duties as assigned by management.
  • May be required to temporarily relocate to Arusha logistics office to assist as needed.

 

KNOWLEDGE AND SKILLS:

 

Education:  College Degree

Experience: At least 2 years Front Office experience, at least one at a supervisory level.  Previous management experience in hotel/resort/lodge operations preferred.

Skills and Abilities: Fluent in English, and ability to operate computer.

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