Hotess/Cashier (Song Bar)

• Have a good understanding of the Hotel's emergency procedures, Hotel security, fire regulations and all health and safety legislation and ensure implementation of those related to your department
• Have knowledge of the department procedures and standards; ensure the implementation all department procedures and standards
• Have knowledge of the hotel, its services, and facilities
• Handle equipment, tools, keys and supplies in proper way, kept in good working condition and regularly inspected, following instructions as directed.
• Report maintenance deficiencies and items in need of repair
• Report hazard issues
• Carry out lost and found procedures
• Ensure the standards of cleanliness and orderliness of all working areas
• Be environmentally aware
• Handle guest inquiries, requests and resolves guest complaints using MIR (Make It Right).
• Ensure an exceptional level of customer service delivery at all times by providing personal assistance to the guests with a professional, pleasant and positive manner at all times.
• Be proactive and observant in service to identify guest needs before being asked.
• Practice Hilton grooming standards including uniform dress code, cleanliness and personal hygiene
• Maintain good relationship with your colleagues, supervisors and other department
• Assist other departments wherever necessary and maintain good working relationships
• Attend training and meetings when required.
• Carry out any other reasonable task set by the Hotel's Management
• Perform food and beverage service in a consistency and timely manner, following departmental SOPs and policies.
• Perform mise-en-place and ensures the outlets' orderliness and cleanliness for both front and back of the house are organised and effective.
• Check and recheck to make sure outlets' setup arrangement and ambience always follow the concept guidelines.
• Assist callers courteously and promptly taking messages as necessary and accurately passing them on to the appropriate person without delay.
• Serve alcoholic/non-alcoholic beverages in conjunction with licensing/liquor regulations.
• Drive sales by knowing departmental/hotel promotions applying upselling techniques and being proactive in menu recommendation, without compromising guest satisfaction.
• Take part in controlling inventory of the outlets and reports immediately to supervisor in case of irregularities.
• Handle item posting, billing, settles guest payments with precise attention following accounting procedures and policies on a daily basis.
• Reconcile, investigate, correct any cash and credit card discrepancies.
• Ensure all requirements to close operating day are done and handed to the accounting team in a timely manner.
• Manage cash flow and ledger reports.
• Be part of an effective communicating network within the team, between outlets and with other departments to ensure best understanding of daily operation. Foresee operational needs by attending meetings/briefings noting down important information and reporting accordingly.
• Support other F&B operations outside of assigned outlet when required.
• Undertake any reasonable additional tasks as assigned by the Food and Beverage Operations Manager to ensure the overall success of F&B department.