Şirket Tanımı · 1. Knowledge · To have complete knowledge on the food, beverage, service available, preparation methods · To be aware of Raffles Hotel standards & policies. · To be aware of the procedure concerning hotel fire & life safety/ emergency procedures. · To apply the necessary precautions with regards to the hotel food safety and hygiene standards (HACCP) · 2. Service · Possess a pleasant personality and good manners so as to be presentable when conversing with guests and commands respect when dealing with staff · Work closely with the Lounge Manager to consistently increase the level of service and quality and variety of the food offered in the lounge. · Ensure all beverages and snacks are served according to the service standard. · Thank guests upon their departure from the outlet. · Learn to know individual guest names and remember their preferences to extend a personalized service. · To provide courteous and professional service at all times. · 3. Operations · Ensuring that all guests are welcomed very warm and all guest entering the Lounge have access. · Handling Lounge guests’ check-ins, check-outs following service standards. · Refilling the Lounge’s inventory and all necessary equipment beforehand to ensure a smooth and quick service flow · Creating “Sparkle” experiences for the guests to make sure guest’s moments are turned into great memories. · Making sure all the equipment works properly and all wishes and needs of our guests are fulfilled. · Assigning guest rooms according to the special requests and needs of the guest. · Confirming first name, last name, number of nights, room type, day and date of departure and obtain a form of payment. · Providing detailed information about the hotel and the service hours of the Lounge · Escorting guests to their room and explaining the key features of the rooms. · Responsible to follow up the buffet arrangement, be ready for the breakfast service, prepare the soft drinks to be served at the breakfast. (When applicable) · Follow up the necessary ALL Safe checks (sanitizers, mask and wet wipes tray, etc.) · Complete the service at the required level. · The Buffet placement, changes and cleanliness will be followed. · Develop and maintain strong Guest Relations to ensure loyalty. · Is aware of and abides by all hotel policies, procedures & relevant legislations. · Performs all duties and responsibilities in a timely and efficient manner in accordance with established Hotel policies to achieve the overall objectives of the position. · Keeps abreast of all product knowledge, ranging from daily functions, services and facilities available, and marketing and promotional activities. · Takes care of Lounge opening and closing on time.(all equipment, buffet and stewarding area) · Assists with the guest departure by confirming travel arrangements, liaising with the necessary departments. · Assists the Lounge Supervisor with the overseeing of the Lounge, Return Guest program, and VIP activities. · Ensures close coordination with all departments regarding Guest Services and VIP requirements. · Handles guest complaints in a professional manner, ensures some action is taken and reports to Lounge Supervisor. · Ensures all guests arrivals and departures in the Lounge are handled professionally at the Lounge. · Ensures that Lounge guests receive excellent service throughout their stay. · Ensures that guest requests are dealt with promptly, efficiently and effectively, including all follow up procedures. · Ensures that all guest profiles are maintained with important information such as amenities, return guest information, complaints and personal requests. · Develops and maintains effective communication channels with all departments within the hotel. · Ensures that all Standards of Operating Policies and Procedures are adhered to. · Provides exceptional Concierge information to our Guests about local and area attractions, restaurants, theatres, special events, tickets, confirmations and other available services. İş Tanımı 1. Knowledge · To have complete knowledge on the food, beverage, service available, preparation methods · To be aware of Raffles Hotel standards & policies. · To be aware of the procedure concerning hotel fire & life safety/ emergency procedures. · To apply the necessary precautions with regards to the hotel food safety and hygiene standards (HACCP) 2. Service · Possess a pleasant personality and good manners so as to be presentable when conversing with guests and commands respect when dealing with staff · Work closely with the Lounge Manager to consistently increase the level of service and quality and variety of the food offered in the lounge. · Ensure all beverages and snacks are served according to the service standard. · Thank guests upon their departure from the outlet. · Learn to know individual guest names and remember their preferences to extend a personalized service. · To provide courteous and professional service at all times. 3. Operations · Ensuring that all guests are welcomed very warm and all guest entering the Lounge have access. · Handling Lounge guests’ check-ins, check-outs following service standards. · Refilling the Lounge’s inventory and all necessary equipment beforehand to ensure a smooth and quick service flow · Creating “Sparkle” experiences for the guests to make sure guest’s moments are turned into great memories. · Making sure all the equipment works properly and all wishes and needs of our guests are fulfilled. · Assigning guest rooms according to the special requests and needs of the guest. · Confirming first name, last name, number of nights, room type, day and date of departure and obtain a form of payment. · Providing detailed information about the hotel and the service hours of the Lounge · Escorting guests to their room and explaining the key features of the rooms. · Responsible to follow up the buffet arrangement, be ready for the breakfast service, prepare the soft drinks to be served at the breakfast. (When applicable) · Follow up the necessary ALL Safe checks (sanitizers, mask and wet wipes tray, etc.) · Complete the service at the required level. · The Buffet placement, changes and cleanliness will be followed. · Develop and maintain strong Guest Relations to ensure loyalty. · Is aware of and abides by all hotel policies, procedures & relevant legislations. · Performs all duties and responsibilities in a timely and efficient manner in accordance with established Hotel policies to achieve the overall objectives of the position. · Keeps abreast of all product knowledge, ranging from daily functions, services and facilities available, and marketing and promotional activities. · Takes care of Lounge opening and closing on time.(all equipment, buffet and stewarding area) · Assists with the guest departure by confirming travel arrangements, liaising with the necessary departments. · Assists the Lounge Supervisor with the overseeing of the Lounge, Return Guest program, and VIP activities. · Ensures close coordination with all departments regarding Guest Services and VIP requirements. · Handles guest complaints in a professional manner, ensures some action is taken and reports to Lounge Supervisor. · Ensures all guests arrivals and departures in the Lounge are handled professionally at the Lounge. · Ensures that Lounge guests receive excellent service throughout their stay. · Ensures that guest requests are dealt with promptly, efficiently and effectively, including all follow up procedures. · Ensures that all guest profiles are maintained with important information such as amenities, return guest information, complaints and personal requests. · Develops and maintains effective communication channels with all departments within the hotel. · Ensures that all Standards of Operating Policies and Procedures are adhered to. · Provides exceptional Concierge information to our Guests about local and area attractions, restaurants, theatres, special events, tickets, confirmations and other available services.