Job Description

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.

Purpose

To clearly define the duties, responsibilities, expectations, and standards required for the role of the Front Office Manager. This role combines leadership, customer service excellence, team development, and business management within a high-end hospitality environment.

Key Job Responsibilities and Duties:

• Manage daily front office operations including reception, reservations, concierge, and guest services
• Ensure smooth, efficient, and personalized check-in and check-out experiences
• Lead, train, and motivate the front office team to deliver exceptional luxury service
• Welcome and manage VIP guests, special requests, and individual guest preferences
• Handle guest feedback, concerns, and service recovery with professionalism and care
• Coordinate closely with housekeeping, spa, and food & beverage teams to ensure seamless operations
• Monitor room availability, allocations, and upgrades to optimize guest satisfaction and revenue
• Ensure accuracy in billing, reservations, and reporting systems
• Maintain impeccable grooming, presentation, and professionalism across the team
• Build and maintain strong relationships with repeat and VIP guests
• Ensure guest profiles (GoldenExp) are consistently updated with preferences and detailed comments to personalize each stay
• Ensure “Routines of Service Excellence” checklists are consistently followed
• Drive a culture of anticipatory, intuitive, and personalized service
• Ensure all service recovery cases (“glitched guests”) are handled promptly, with timely guest contact and appropriate, effective resolution delivered in line with luxury service standards
• Recruit, train, and supervise Receptionists and Front Office team.
• Conduct performance evaluations and on-the-job training, including benchmark standard testing.
• Foster a positive, motivated, and service-oriented team culture.
• Ensure all team members adhere to grooming and professional standards.
• Attend corporate calls and ensure all new initiatives are implemented efficiently and effectively.
• Develop and manage budgets, forecasts, and financial reports for the Front Office and Limousine operation.
• Monitor revenue, expenses, and operational performance, adjusting in line with business trends.
• Drive strategically upselling of rooms with intent to achieve target pf the lodge.
• Develop strong relationships with Rooms Division and other departments to deliver curated guest experiences for all guests.
• Ensure alignment across departments for seamless, high-quality service delivery.
• Ensure all digital guest platforms (Mobile App, IPTV, and online content) are accurate and up to date at all times.

Performance Indicators:

• Growth and improvement in GES (Guest Satisfaction) scores and comments through the guest feedback platforms including but not limited to, direct feedback, Qualtrics, Tripadvisor and any other relevant channels,
• Growth and improvement in revenue through upselling
• Growth and improvement of upsell conversion rate
• Guest recognition , arrival experience and personalization Score, Elite & Hight Return Guests Score on Qualtrics platform
• Overall, Guest Experience score on Qualtrics platform
• Growth and improvement in Departmental EES (Employee Satisfaction) scores,
• Growth and improvement in LQA (Leading Quality Assurance) scores,
• Improvement in team performance overall and on-the-job performance.

Skills Required:

• Diploma or Degree in Hospitality Management or related field
• Minimum 3–5 years’ experience in a front office leadership role
• Experience in a luxury hotel or resort preferred
• Strong knowledge of property management systems (PMS)