Reservations Agent at Four Seasons Hotels and Resorts

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.

Four Seasons Serengeti is currently seeking a highly competent and motivated individual to join our team as the Reservations Agent. This position is open for Tanzanian Nationals only.

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.

REPORTING TO: Reservations Manager

Special Requirements

Education: Relevant Diploma/Degree in Hotel /Tourism Management and

high school education or equivalent experience

Experience:One to two years of employment in a related position with Four Seasons or other five-star organization

Locals only (no visa sponsoring)

Skills and Abilities: Ability to read and speak and write English.