Director of Rooms Job Opportunities at Four Seasons Hotels

Director of Rooms Job Opportunities at Four Seasons Hotels

Four Seasons Hotels and Resorts 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.

BASIC PURPOSE:

Directs and controls the activities of the Front Desk, FS Chat, Communications, Concierge, Housekeeping, Fitness Centre/Spa, Boutique, Driver Guides and Guest Services. Has some oversight of Reservations Department also in regards upcoming arrivals. Assures that standards are met, guests and employees are satisfied, and problems are promptly resolved. Takes actions that maximize the profit of the division.

Essential Functions

• Directly supervises the Department Heads in the departments named above.
• Ensures thorough communications and follow-up on any problems, guest or employee requests or specific requirements, and on
• Lodge initiatives. Interviews and trains new interns and employees.
• Conducts Performance Evaluations and disciplines staff when needed.
• Provides oversight and guidance to SIT / MIT trainees in Rooms Division.
• Reviews and monitors schedules of employees in all departments in the Rooms Division.
• Monitors their activities to assure that standards are being met, staff is being supported and guest needs are being met.
• Routinely inspects all areas of responsibility in the Rooms Division.
• Resolves guest complaints from all areas of the Lodge, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
• Will resolve complaints in person, by phone or through written message.
• Develops relationships with return guests, group contacts and other guests in order to provide personalized service.
• Assures that financial goals of the division and the Lodge are being met.
• Monitors and controls labor expense, and other divisional expenses such as supplies and equipment.
• Works closely with Reservations, Sales and the Front Office to maximize rate, occupancy and total revenue.
• Assists in preparing business forecasts.
• Prepares Annual Budget for the division.
• Maintains close relationships with retail tenants and concessions to ensure revenue and expense targets are met.
• Makes suggestions that will improve revenue, reduce cost and increase guest satisfaction.
• Assures that Four Seasons Service and Culture standards are being met.
• Manages in a way that supports Four Seasons’ Mission and Philosophy.
• Supports and creates programs and initiatives that encourage employee development, training, and career growth within the Rooms Division.
• Plays an active role in the Planning Committee.
• Engaged along with other Planning Committee members in long-range planning for the Lodge.
• Takes action in all matters related to the safety, security, satisfaction and well being of Lodge guests and employees.
• Responds swiftly and effectively in any Lodge emergency or safety situation.
• Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.
• Lead point of contact for FS Programs including FS CHAT / Project Golden and other new systems / projects introduced that involve Operational departments.
• Ensure FS Policies and Procedures are monitored and revised as needed on site; examples are making sure FS Bundle Items are rolled out on site.
• In the absence of GM / RM, plays a lead role in the day-to-day operations.
• Works harmoniously and professionally with co-workers and supervisors.
• Collaborating directly with DOE to ensure Public Area and Room Walk throughs happen weekly.
• Ensuring all Public Areas receive PRP during the year as scheduled. Minimum for guest rooms is mini PRP once per year.
• Upkeep of back of house areas and full oversight of Rooms storage areas to ensure proper upkeep and maintenance.

Other Functions

• Provides and coordinates Crunch Team assistance throughout the Lodge.
• Collaborates closely with local authorities to ensure the Lodge has strong relations with these agencies including local police / Tanapa National Park Authority.
• Acts as a Lodge Host for Media and Site Inspection visits.
• Manages the Guardian Angel (GA) Program at the Lodge. Ensure the GA program is properly maintained, and
• Managers are actively performing their duties.
• Works closely with Learning Manager to highlight training needs for Rooms Division and assists to develop plans of action in the areas identified. Plays an active role on the Learning Council.
• Assists with responsibilities and duties in the absence of Rooms Department Heads or due to heavy volume in any Rooms Division area.

SPECIAL REQUIREMENTS:

Education:

• Minimum High School or equivalent, college / university graduate. Tourism Management degree or diploma a plus.

Experience:

• Minimum three year’s experience in related field of Rooms Division. Hospitality or service-related experience preferred. Clear history with relevant references.

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Skills and Abilities:

• Self-managed, organized, leads by example, and exhibits high moral standards and ethics.
• A natural leader that knows how to delegate and who strives to exceed guests’ expectation.
• Flexible, shows initiative and is results driven.
• Customer service orientated.
• Solid teamwork, cooperation, and interpersonal/intercultural skills necessary.
• Excellent English language oral, listening and writing skills required.
• Other foreign language skills a plus. Clear and well-spoken with a presentable (neat/friendly and smiling) image, with exceptional person hygiene.
• Enthusiastic about wildlife, cultural heritage, and arts.
• Good computer skills required. Guiding qualification and driving license preferred.

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