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Lodge Assistant Manager (Groups)
Lodge Assistant Manager (Groups) at Four Seasons Safari Lodge July, 2023
Oversees the Groups & Front Desk operations and acts as the manager on duty in the Lodge when senior managers are not available. Directs staff that performs the following duties and will also perform these duties on own: welcomes and registers Lodge guests, explaining the accommodations and establishing credit or method of payment. Checks guest out of the Lodge, preparing and explaining the bill. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies. Open for Tanzanian Nationals
ESSENTIAL FUNCTIONS:
Lodge Assistant Manager (Groups) at Four Seasons Safari Lodge July, 2023
Oversees the Groups & Front Desk operations and acts as the manager on duty in the Lodge when senior managers are not available. Directs staff that performs the following duties and will also perform these duties on own: welcomes and registers Lodge guests, explaining the accommodations and establishing credit or method of payment. Checks guest out of the Lodge, preparing and explaining the bill. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies. Open for Tanzanian Nationals
ESSENTIAL FUNCTIONS:
- Process all group turn-overs: making new group file, sending introduction letter to group contact, creating group rate code, verify cut-off date, send cut-off date reminders, and verifying room block and rate information from booking recap, hard block suites or special room requests and clean up old rate codes.
- Communicate all group activity – pickup, attrition and contractual guidelines to Group Contacts, FB Managers and Sales Managers.
- Run daily reports: Daily Transaction Report from GSC, GSC Booking Recaps, Group Cut-off Report, and Group No Shows; process rooming list within 48 hours of receipt and providing group contact and Conference Service Manager with room block report and rooming list with confirmation numbers
- Provide Accounting with each groups’ rooming list from Group Contact and pickup and/or attrition
- Communicate all group activity to DOSM and Director of Revenue Management to assist in making yield decisions; maintain GSC system through weekly entry of group pickup for current month and next two months
- 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 Operations of any Special Attention, VIP information. i.e. arrival/departure manifest, billing, etc.
- Liaise closely and directly with the clients in planning stages of conferences, events and group stays
- Work closely with all key hotel operational departments to ensure service execution whilst groups and functions/events are in house and in turn ensuring the clients satisfaction
- Foster a strong working relationship with fellow sales and marketing team members to provide smooth and efficient planning in the lead up to conferences/events and group stays
- Work together with our on-site AV company to provide audio visual needs for conferences and events, as well as other outside suppliers and contractors engaged by the client or hotel to provide services
- Coordinate and negotiate the sales efforts between sales department and catering to insure proper utilization of function space to yield maximum revenue
- Maintain the policies set forth in the group sales contract (i.e. deposits, cut off dates, attrition, rooming lists, billing instructions)
- Finalize all bookings maximizing all revenue potential by upselling in all revenue producing areas
- Develop creative and attractive menu presentations for potential clients
- Coordinate with other departments the needs of a group which will directly affect that department (i.e. amenities, arrival/departure time, deliveries, special meal requirements)
- Plan and/or attend and/or participate in meetings with hotel staff as well as pre convention meetings with groups
- Manages the staff at the Front Desk. Interviews, trains and schedules the staff. Conducts Performance Evaluations and disciplines staff when needed.
- Coordinates arrivals, departures and billing requirements with Sales and F&B departments. Blocks rooms for arrivals and ensures any discrepancies are resolved. Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups.
- Assures that all financial and credit procedures are followed. Follows up on credit problems with Front Office Manager and/or Credit Manager. Reviews all paid-outs, rebates, Petty Cash disbursements and Direct Billings. Checks cashiers’ work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements.
- Takes action in all matters related to the safety, security, satisfaction and well being of Lodge guests and employees when senior managers are not available. Responds swiftly and effectively in any Lodge emergency or safety situation.
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- 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; assists customers in all inquiries in connection with Lodge services, hours of operations, key Lodge 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.
- Checks guest in and out 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. Issues correct keys to the guest. 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.
- Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests.
- 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.
- Dresses in issued uniform and ensure a neat, clean and tidy appearance at all times.
- Report to work on time, aware of schedule at all times and if unable to attend work, notifies the Supervisor in adequate time as stated in Employee Handbook.
- Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in Employee handbook.
- Works harmoniously and professionally with co-workers and supervisors.
- Accepts reservations, changes and cancellations in the absence of Reservations Agents and oversees the Reservations in the absence of Revenue/Reservations Manager. Can answer guest calls and direct them appropriately in the absence of a Communications Operator.
- Ensures all Paper work regarding Tanapa cards are maintained accurately and checked on a daily basis. Ensure Card Balances are accurate.
- Ensure daily report Netma is accurate and sent on time. Ensures GA report is accurate with all guest preferences/ Glitches noted
- Ensures all Team members update guest profile in Golden and ensure maximum details of guests are captured in Golden including guest pictures
- Ensure Chat desk is manned and all chat conversations are accurate , timely and appropriate
- Ensures all Safety and Security procedures of the Lodge are followed including checking of various security features installed at the Lodge
- Oversees the Transportation needs of the lodge including assigning the vehicles for lodge staff and guest pick up. Ensure all vehicles are set as per standard prior to driving the guests.
- Conducts briefing for all staff once or twice a day depending on the shift. Also Conducts briefing for the Drivers on a daily basis , once transportation plan for the next day is completed
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