Front Desk Supervisor at Four Seasons… · Four…

Front Desk Supervisor

Location: Four Seasons Serengeti

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.

Key Job Responsibilities and Duties:

• Supervise the daily operations of the Front Office and ensure smooth service delivery during all shifts.
• Lead, motivate, and support Front Desk team members to maintain high standards of guest experience.
• Monitor staff performance and ensure compliance with company policies, procedures, and service standards.
• Prepare shift reports and communicate operational updates during handovers.
• Ensure the Front Desk, lobby, and reception areas remain clean, organized, and welcoming at all times.
• Coordinate room allocations with the Housekeeping department to maximize room availability and guest satisfaction.
• Verify guest accounts and review departure bills for accuracy before presentation.
• Welcome guests professionally and ensure efficient check-in and check-out procedures.
• Ensure guests are assigned the correct room type and rate according to reservations.
• Respond promptly and professionally to guest requests, complaints, and special requirements.
• Resolve guest concerns effectively and escalate complex issues to management when necessary.
• Maintain a visible presence in the lobby to assist guests and support the Front Desk team.
• Promote lodge facilities, activities, and services to enhance the guest experience.
• Assist with reservations, amendments, cancellations, and room assignments as required.
• Ensure guest profiles and reservation details are complete and accurately maintained in the Property Management System (PMS).
• Prepare daily reports, occupancy forecasts, and other operational documentation.
• Monitor room status and coordinate with Housekeeping team and Engineering team to ensure room readiness.
• Supervise, coach, train, and mentor Front Office employees.
• Conduct on-the-job training for new team members.
• Assist in scheduling staff to ensure adequate coverage.
• Foster teamwork and maintain effective communication across departments.
• Monitor adherence to grooming, uniform, and attendance standards.
• Ensure accurate handling of cash, credit card transactions, and billing procedures.
• Ensure that the team has a balanced cash floats and reconcile daily transactions.
• Randomly check journal of team members
• Randomly do audit of floats
• Minimize billing errors and revenue losses through regular audits and checks.
• Ensure compliance with company policies, health and safety regulations, and security procedures.
• Maintain guest confidentiality and protect company information.
• Report incidents, accidents, and maintenance issues promptly.
• Participate in emergency procedures and ensure staff understand safety protocols.

Performance Indicators:

• Guest satisfaction and arrival and departure Qualtrics Scores
• Efficiency of check-in and check-out processes.
• Accuracy of guest billing and reservations.
• Staff productivity and adherence to service standards.
• Response time to guest requests and complaints.
• Accuracy of daily reports and Front Office records.
• Compliance with company policies, grooming standards, and operational procedures.

Skills Required:

• Diploma or Bachelor's degree in Hospitality Management, Hotel Management, Tourism, Business Administration, or a related field.
• Minimum of 2–3 years of Front Office experience
• Experience with Property Management Systems (PMS) is required.
• Experience in a hotel, resort, or safari lodge environment is an advantage.

** Visa and permit not sponsored by company.