About Four Seasons Serengeti:

Four Seasons Serengeti is an iconic, world-class luxury safari lodge nestled in the stunning landscapes of Tanzania’s Serengeti National Park. With breathtaking views of the vast plains, exceptional wildlife encounters, and unparalleled guest experiences, Four Seasons Serengeti offers a truly unique and unforgettable stay for our discerning clientele. Our commitment to excellence, attention to detail, and personalized service sets us apart as a leader in the hospitality industry.

BASIC PURPOSE:

Manage all aspects of Lodge reservations and responsible for selling the resort, recording reservations and providing information to prospective guests. Must capture sales from incoming calls and coordinate details of each reservation to ensure the guest’s satisfaction.

ESSENTIAL FUNCTIONS:

Capture sales from incoming reservations’ calls/correspondence and coordinate details of each reservation in a timely manner and in compliance with the FS reservations standards. Answer General Reservations e-mail, retrieve/distribute mail as per policy and procedures and cover FS Chat app where needed. Complete internal reservation forms and computer input of reservations. Complete information on Golden and Keys as per FS Standards. Ensure all VIP’s and Special Attention notes are in the system/Golden Profile. Ensure all billing instructions are accurate. Run daily reports for department, operational departments, Sales & Marketing, General Manager and Department Head. Handle guest complaints in accordance with Four Seasons policy keeping senior management well informed. Process WRO, Trust, Internal Reservations, and FIT reservations. Call to confirm and/or guarantee non-guaranteed reservations, clear waitlisted reservations. Run appropriate reports checking for special requests and hard blocking any rooms that are not hard blocked for special requests. Inform Manager of any Special Attention, VIP guests and assist GRS in obtaining arrival times for VIPs or Special Attention guests. Monitor Front Desk reservations made night prior, address any reoccurring issues. Contact guests or travel planners to clarify any discrepancies in the preferences or requests before arrival. Process Employee Comp requests; handle Friends & Family requests with guidance from the Manager/DOSM. Provide reservations and Front Desk Staff with list of Call-In and Form groups, ensuring rate information, advance deposit, and cancellation policy is setup for quoting to guests as well as group confirmation letters; provide Conference Service Manager of any Special Attention, VIP information. i.e. arrival/departure manifest, billing, etc. Assist with group turnovers where needed: making new group file, sending introduction letter to group contact, creating group rate code, verifying cut-off date, sending cut-off date reminders, and verifying room block and rate information from booking recap, hard blocking suites or special room requests and cleaning up old rate codes. Conduct self in a professional manner at all times. Adhere to the established standard of conduct and house rules, fire regulations and department procedures and policies. Dress in issued uniform or in compliance with the grooming policy, ensuring a neat and tidy appearance always. Report to work on time, aware of schedule at all times and if unable to attend work, notifies the Supervisor/manager in adequate time as stated in Employee Handbook. Comply with FS standards while working harmoniously and professionally with co-workers and planning committee. Respond according to the crisis management plan to any resort emergency or safety situation. Comply with FS Category one and two Work Rules and Standards of Conduct as set forth in Employee handbook.

GENERAL FUNCTIONS:

Required to focus on providing outstanding service. Answer general inquiries typical of a reservations’ environment in a friendly, timely and professional manner. Answer all incoming calls and return all messages in a timely manner. Attend Weekly arrivals and Daily power meetings as required. Respond properly in any hotel emergency or safety situation. Take reasonable care to perform duties as instructed to prevent injuries to self and others. Report any safety maintenance of equipment. Identify and report hazards. Follow the Hotel Policies and Procedures in relation to OH&S and Injury Management In order to maintain our Four Seasons service, when required, you will be expected to support your colleagues in the other operational areas. Ensure you are fully familiar with the new Four Seasons Health & Safety program Lead with Care and attend all the mandatory training.

OTHER FUNCTIONS:

Actively support the Safety Committee and the Green Committee. Assist with all guest inquiries within the sales and marketing department, including assisting with high telephone volume and walk-in site inspections. Assist with Front Desk and PBX duties as needed. May be required to temporarily relocate when required. Other reasonable requests from manager. From time to time, you may be required to work for the Lodge in some other capacity of similar status in addition to or in substitution for the appointment specified above, as reasonably required, this also includes changing work location considering business needs and personal circumstances. Perform other duties as assigned by Management.

• Capture sales from incoming reservations’ calls/correspondence and coordinate details of each reservation in a timely manner and in compliance with the FS reservations standards.
• Answer General Reservations e-mail, retrieve/distribute mail as per policy and procedures and cover FS Chat app where needed.
• Complete internal reservation forms and computer input of reservations.
• Complete information on Golden and Keys as per FS Standards.
• Ensure all VIP’s and Special Attention notes are in the system/Golden Profile.
• Ensure all billing instructions are accurate.
• Run daily reports for department, operational departments, Sales & Marketing, General Manager and Department Head.
• Handle guest complaints in accordance with Four Seasons policy keeping senior management well informed.
• Process WRO, Trust, Internal Reservations, and FIT reservations.
• Call to confirm and/or guarantee non-guaranteed reservations, clear waitlisted reservations.
• Run appropriate reports checking for special requests and hard blocking any rooms that are not hard blocked for special requests.
• Inform Manager of any Special Attention, VIP guests and assist GRS in obtaining arrival times for VIPs or Special Attention guests.
• Monitor Front Desk reservations made night prior, address any reoccurring issues.
• Contact guests or travel planners to clarify any discrepancies in the preferences or requests before arrival.
• Process Employee Comp requests; handle Friends & Family requests with guidance from the Manager/DOSM.
• Provide reservations and Front Desk Staff with list of Call-In and Form groups, ensuring rate information, advance deposit, and cancellation policy is setup for quoting to guests as well as group confirmation letters; provide Conference Service Manager of any Special Attention, VIP information. i.e. arrival/departure manifest, billing, etc.
• Assist with group turnovers where needed: making new group file, sending introduction letter to group contact, creating group rate code, verifying cut-off date, sending cut-off date reminders, and verifying room block and rate information from booking recap, hard blocking suites or special room requests and cleaning up old rate codes.
• Conduct self in a professional manner at all times.
• Adhere to the established standard of conduct and house rules, fire regulations and department procedures and policies.
• Dress in issued uniform or in compliance with the grooming policy, ensuring a neat and tidy appearance always.
• Report to work on time, aware of schedule at all times and if unable to attend work, notifies the Supervisor/manager in adequate time as stated in Employee Handbook.
• Comply with FS standards while working harmoniously and professionally with co-workers and planning committee.
• Respond according to the crisis management plan to any resort emergency or safety situation.
• Comply with FS Category one and two Work Rules and Standards of Conduct as set forth in Employee handbook.
• Focus on providing outstanding service.
• Answer general inquiries typical of a reservations’ environment in a friendly, timely and professional manner.
• Answer all incoming calls and return all messages in a timely manner.
• Attend Weekly arrivals and Daily power meetings as required.
• Respond properly in any hotel emergency or safety situation.
• Take reasonable care to perform duties as instructed to prevent injuries to self and others.
• Report any safety maintenance of equipment.
• Identify and report hazards.
• Follow the Hotel Policies and Procedures in relation to OH&S and Injury Management.
• Support colleagues in other operational areas when required.
• Ensure you are fully familiar with the new Four Seasons Health & Safety program Lead with Care and attend all the mandatory training.
• Actively support the Safety Committee and the Green Committee.
• Assist with all guest inquiries within the sales and marketing department, including assisting with high telephone volume and walk-in site inspections.
• Assist with Front Desk and PBX duties as needed.
• May be required to temporarily relocate when required.
• Perform other duties as assigned by Management.

• Ability to read and speak and write English.

• Relevant Diploma/Degree in Hotel /Tourism Management and high school education or equivalent experience