Outlets Manager (Department Head)

About the role

The Outlets Manager (Department Head) leads all food and beverage outlets at Four Seasons Serengeti Lodge, ensuring world‑class guest experiences in a unique wildlife setting. This senior position oversees service standards, financial performance, and team development across restaurants, bars, and specialty venues.

Key responsibilities

• Ensure all outlets operate in line with Four Seasons service philosophy and Serengeti positioning.
• Drive personalized, intuitive, and anticipatory service; review daily guest feedback from Qualtrics, LQA, TripAdvisor, Google Review and direct comments.
• Lead immediate service recovery when needed and maintain strong floor presence during peak operations.
• Manage outlet P&L performance, monitor food & beverage cost percentages, and drive upselling of premium wines, signature cocktails, and special dining experiences.
• Oversee accurate revenue posting in Micros / Opera and support budgeting and forecasting (RevPlan alignment).
• Lead Managers, Assistant Managers, Supervisors, and Captains; conduct daily briefings and weekly outlet meetings.

Required profile

• Proven ability to manage outlet profit and loss and control food & beverage costs.
• Experience reviewing guest feedback and leading service recovery initiatives.
• Strong leadership experience overseeing multi‑disciplinary teams in a hospitality environment.
• Ability to drive a culture of upselling and premium guest experiences.

Required skills

• Micros POS system
• Opera property management system
• Qualtrics feedback platform
• RevPlan budgeting and forecasting tool