Front Desk Receptionist at Four Seasons
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.
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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:
Responsible for handling the reception desk including check in of guests, Check out of guests, handling phone calls and ensuring all guest requests received are completed to the best possible guest satisfaction.
ESSENTIAL FUNCTIONS:
1. Checks in guest 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. Conducts briefing for the guests, issues correct keys to the guest.
2. Ensures all guests are escorted to the room on arrival, ensure correct orientation is given to guests
3. 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.
4. Maintains a balanced bank assigned by the hotel. Makes change, cashes checks, and exchanges foreign currency. Reconciles all transactions at the end of each shift.
5. Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves guest complaints; assists guests in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone. All guest requests have to be logged in the Second effort sheet and update them as and when requests are completed.
6. Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests. Also guest profiles are checked in Golden during all interactions with guests.
7. Ensures all guest itineraries are prepared as per guest requests and presented to guest whenever required
8. Ensures all wakeup call requests are attended to as per guest request. Ensures all wakeup call is recorded accurately.
9. Handles Chat function of Four Seasons whenever required /Assigned.
10. Ensures all picnic requests are collected from guests, collated and sent to In Room Dining every evening
11. Makes Keys for guests, adhering to the Safety and Security of the guests
12. Provides Welcome Towel for every guest who comes to the lodge. The agent is also responsible for collecting the towels from Laundry on a daily basis and preparing them for all guests
13. Ensures all internal and external calls are attended to within three rings
14. Work shifts assigned by the Lodge Management, including night shifts.
15. Help in running of the Gift Shop by daily replenishment of stock, charge the correct guest folio when guests purchase any item from the Shop
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16. Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in Employee handbook.
17. Works harmoniously and professionally with co-workers and supervisors.
18. Accepts reservations, changes and cancellations in the absence of Reservations Department Staff. Can answer guest calls and direct them appropriately in the absence of a Communications Operator.
KNOWLEDGE AND SKILLS:
Education: High School Diploma
Experience: Previous Front Desk experience in hotel/resort/lodge
Knowledge of Opera System is a must.
Skills and Abilities: Fluent in English and ability to operate computer
Another language other than English an advantage
No. of employees supervised: Zero
Travel required: None
Hours required: Nine-hour shift with one-hour unpaid break; scheduled days and times may vary based on business level
