Bosphorus Lounge Supervisor

• 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.

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.