Assistant Lodge Manager at Four Seasons Safari

Four Seasons Safari

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Assistant Lodge Manager
Assistant Lodge Manager at Four Seasons Safari July 2024
Job ID: REQ10319395
 Four Seasons Serengeti
Location: Arusha, Arusha, Tanzania
Full time

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.

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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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