Four Seasons Hotels and Resorts is a globally recognized luxury hospitality brand known for delivering high-end guest experiences, operational excellence, and strong service culture across its hotels and resorts worldwide. The company emphasizes personalized service, employee development, and consistent quality standards across all guest touchpoints, particularly within its luxury lodge and resort operations.

The organization is currently recruiting for the position of Front Office Manager at Four Seasons Serengeti in Arusha, Tanzania. This role is central to the guest experience function, responsible for leading front office operations and ensuring seamless delivery of luxury hospitality services within a high-performance resort environment.

The Front Office Manager oversees reception, reservations, concierge, and guest services while ensuring every guest receives a smooth, personalized, and high-quality experience from arrival to departure. The role combines operational leadership, team management, guest relations, and financial oversight to support both service excellence and revenue performance.

Key Responsibilities include:

• Managing daily front office operations including reception, reservations, concierge, and guest services
• Ensuring smooth, efficient, and personalized check-in and check-out processes
• Leading, training, and motivating front office staff to deliver luxury service standards
• Managing VIP guests, special requests, and personalized guest experiences
• Handling guest feedback, complaints, and service recovery cases with professionalism and urgency
• Coordinating closely with housekeeping, food & beverage, spa, and other departments for seamless service delivery
• Monitoring room availability, allocations, upgrades, and occupancy to maximize guest satisfaction and revenue
• Ensuring accuracy in billing, reservations, and front office reporting systems
• Maintaining high grooming, professionalism, and service standards across the team
• Building strong relationships with repeat and VIP guests to enhance loyalty and satisfaction
• Updating guest profiles and preferences in systems to ensure personalized service delivery
• Ensuring consistent application of service excellence standards and operational checklists
• Managing service recovery processes for guest complaints and ensuring timely resolution
• Recruiting, training, supervising, and evaluating front office team members
• Conducting performance reviews and on-the-job training to improve service quality
• Fostering a positive, motivated, and service-oriented team culture
• Participating in corporate meetings and implementing new operational initiatives
• Developing and managing front office budgets, forecasts, and financial performance reports
• Monitoring revenue, expenses, and optimizing financial performance
• Driving upselling strategies to increase room revenue and occupancy value
• Coordinating with Rooms Division and other departments to ensure integrated guest experiences
• Ensuring digital guest platforms and systems are updated and accurate

The ideal candidate should possess strong leadership abilities, excellent hospitality service skills, and experience in managing front office operations within a luxury hotel or resort environment. Applicants are expected to demonstrate strong communication skills, financial awareness, team development capability, and a consistent focus on guest satisfaction and operational excellence.

Qualifications and Requirements include:

• Diploma or Degree in Hospitality Management or related field
• Minimum of 3–5 years of experience in a front office leadership or supervisory role
• Experience working in a luxury hotel or resort environment is strongly preferred
• Strong knowledge of Property Management Systems (PMS)
• Ability to lead, train, and motivate hospitality teams effectively
• Strong guest service, problem-solving, and service recovery skills
• Financial awareness including budgeting, forecasting, and revenue management
• Strong communication and interpersonal skills
• Ability to manage VIP guests and high-profile service situations

Performance Indicators include:

• Guest satisfaction (GES) scores and feedback improvements
• Revenue growth through upselling initiatives
• Upsell conversion rate performance
• Guest recognition and personalization scores
• Employee satisfaction (EES) scores
• Leading Quality Assurance (LQA) performance
• Overall team performance and service delivery standards

General Conditions include:

• The position is full-time and based in Serengeti, Tanzania
• The role reports within Rooms Division operations
• Candidates must demonstrate professionalism, leadership, and commitment to luxury hospitality standards
• Only shortlisted candidates will be contacted

Interested candidates can apply through the official careers portal of Four Seasons Hotels and Resorts Careers using Job ID REQ10379189 before 30th June 2026.