Front Office Manager

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.https://careers.fourseasons.com/us/en/job/REQ10379189/Front-Office-Manager