Front Desk Agent

Company: Four Seasons Hotels and Resorts

Property: Four Seasons Safari Lodge Serengeti

Location: Central Serengeti, Tanzania

About Four Seasons & The Property

Four Seasons is defined by “The Golden Rule”: treating others as we wish to be treated. Our Serengeti Lodge is a luxury sanctuary perched on elevated platforms overlooking an active animal watering hole where the “Big Five” roam free.

• Accommodations: 77 rooms, including 12 suites and 5 villas.

• Amenities: 3 F&B venues, Discovery Centre, Kijana Kids Club, and a world-class Spa.

• The Experience: A dedicated team bringing magical wildlife safari experiences to life.

Key Responsibilities

1. Guest Arrival & Departure

• Check-in/Check-out: Perform efficient, friendly arrivals using guest names. Ensure correct room assignments and rates.

• Orientation: Escort guests to their rooms and provide a comprehensive orientation of the lodge.

• Financials: Accurately settle bills via credit card or cash; maintain a balanced bank; process currency exchanges and reconcile daily transactions.

• Welcome Ritual: Provide welcome towels to all arriving guests; coordinate towel collection and preparation with Laundry.

2. Guest Relations & Support

• Inquiry Management: Handle all interactions with high professionalism, resolving complaints and assisting with inquiries regarding lodge services.

• Request Tracking: Log every guest request in the “Second Effort” sheet and update it immediately upon completion.

• Itinerary Planning: Prepare and present guest itineraries as requested.

• Communications: Answer all internal and external calls within three rings. Handle reservations and cancellations when the Reservations Department is unavailable.

3. Operations & Logistics

• Systems: Utilize hotel computer systems to run daily reports and block rooms for arriving guests.

• Luggage & Keys: Coordinate luggage delivery and issue room keys while adhering to safety and security protocols.

• Dining Coordination: Collect, collate, and send guest picnic requests to In-Room Dining every evening.

• Gift Shop: Assist in the daily replenishment of Gift Shop stock and ensure correct guest folio charging.

• Wake-up Calls: Record and execute all wake-up call requests with 100% accuracy.

Work Environment & Standards

• Shift Work: Ability to work assigned shifts, including night shifts.

• Professionalism: Work harmoniously with co-workers and supervisors.

• Compliance: Strictly adhere to Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct.

Candidate Profile

• Hospitality Heart: A genuine desire to create impressions that stay with guests for a lifetime.

• Technical Savvy: Comfortable using various hotel management software and phone systems.

• Attention to Detail: Precision in handling guest itineraries, billing, and safety procedures.

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