JOB DESCRIPTIONS

Prepared by: Front Office Manager Approved by: General Manager 1. Provides taxi for the guests when necessary. Informs the taxi driver about the places where foreign nationality guests of the hotel want to go - FO Ensures VIP Guest Handling according to VIP procedures provided by receptionist. is prepared for VIP guest arrival by checking Guests Arrivals report at the beginning of each day; complete/action VIP sheet; checks allocated VIP rooms; meets/greets VIP's/Groups. Informs the related department about VIP arrivals 1. Ensures maximum effective guest contact. Greets the customer and identifies his specific reservation. Maintains guest contact telephone/face-to-face. Communicates with guests and coordinates with the management in order to meet customers' needs solving customer complaints and issues in a timely and professional manner.

1. Analyzes guest questionnaires. Conducts Guest Survey database maintenance to include entry of guest preferences into the database, maintaining guest information file/stand. Generates reports to assist all departments in better anticipating guests' wishes and needs. Handles all complaints and problems to the guest's satisfaction. Maintains guest birthdays list and sends congratulations cards. 2. Prepares "Welcome letters" for current day's arrivals. Prepares welcome packets as needed or as assigned to complete. Orders and verifies all amenity deliveries for current day arrivals and ensures prompt amenity delivery. Assists and enhances the guest recognition preference programs for staff members with a focus on obtaining more guest preferences to increase the utility and value of the Guest Survey database. Identifies and communicates opportunities to continuously improve the guest recognition process, implements approved guest recognition ideas. 7. Prepares bulk mailings and folds other materials as assigned. Handles written correspondence.

7. Supervises the development and implementation of new Guest Relations programs as assigned under the direction and supervision of the Management. 8. Ensures service to guest is of high quality, involvement in guest response system via mail, telephone or in person.

Job Title: Department: Purpose of Job:

Front Office Manager Front Office Under the general direction of the General Manager and within the limits of established Our Hotel Policies and Procedures, manages, organizes, oversees and directs all aspects of Front Office operations which include Reception, Guest Relations, Reservations, Fitness Centre, Telephone/Fax, and Business Center in order to offer the highest quality service. Ensures that with the personal and professional attitude will spread outside of the hotels the good name of it and will express the honor of being a part of Our Hotel Team General Manager All Front Office Staff

Responsible to: Responsible for: Additional Duties:

1. Takes the responsibilities of Duty Manager according to the Duty Manager Job Description. 2. Is aware of the Company product knowledge and shows the respect, kindness and professionalism to the Company Guests and partners. 3. Respects and obeys all internal instructions including the Employee's Guide requirements and rules of safety program and labor protection. 4. Creates and cares the good atmosphere and relations with the colleagues and Company partners. 5. Motivates and supports the leaded staff and other colleagues with kind and professional attitude without any racial, gender, religious or any other harassing motives.

6. Supports and takes part in all activities organized and suggested by General Manager or Human Resources Department. Main Duties: 1. 2. 3. 4. 5. 6. 7. 8. 9. Leads the department with professional and tactful approach to the own job and the work of the colleagues. Respects and follows the instructions and decisions of the General Manager. Communicates and trains continuously the leaded staff in professional and human way. Ensures the development, professional growth and evaluates correctly the leaded staff. Follows up the attendance and prepares the time board of the staff on monthly basis in accordance with the procedures. Ensures systematic administration and coordination in the managed divisions and between other departments. Monitors Front Office personnel to ensure that guests receive prompt, cordial attention and personal recognition. Supervises the Front Office Shift leaders and Reservation Supervisor to ensure that all the procedures are done according to the established standards. Coordinates the reservation system in a manner to obtain maximum revenue from the rooms division of the hotel, directs and controls the involved employees. Verifies the forecast and checks the daily bookings.

10. Monitors Front Office personnel and Guest Relations staff to ensure VIP's Card Members and other regular guests receive special attention and recognition. 11. Supervises Guest Relations staff to ensure guest relations daily operations to be done properly and according to the procedures. 12. Evaluates the guest complaints and demands, informs the concerned people about the problem or request in order to obtain necessary solutions related to the problem with the help of related department. 13. Controls the implementation of the guest services in the reception division, guarantees the operations of check in and check out to be done according to the standards; leads and inspects the employees. Controls the operations of bellboy staff and the service provided by them. 14. Keeps timely and orderly the records that should be maintained in the department according to the Hotel Management. Leads and inspects the employees in this respect. 15. Implements and controls departmental processes related to the master key system. 16. Monitors and supervises the procedure for the door key system, reports and users group. 17. Joins the professional meetings and seminars, and trainings and introduces them to the hotel management. 18. Ensures and encourages functional communication and coordination among all divisions and units inside his/her management area. 19. Promotes work discipline, corporate loyalty, motivation, quality and productivity inside his/her management area. 20. Claims the service quality offered by the divisions under his management and ensures application and production of improvement suggestions in this respect. 21. Promotes work discipline, corporate loyalty, economical attitude, motivation, solidarity, quality and productivity in all managerial, financial and social issues inside his/her management area. 22. Makes necessary efforts in order for corporate principles, policies and strategies to be acknowledged, adopted and consolidated within his/her department. 23. Elaborates the annual Key Business Objectives for his/her department and after the approbation by General Manager ensures the achieving of the proposed targets. 24. Ensures the personal trainings and improvements according to the annually Personal Development Objectives. 25. Respects all internal instructions and rules of safety program and labor protection. 26. Fulfills other tasks assigned by the General Manager.

JOB DESCRIPTIONS
Prepared by: Approved by: Front Office Manager General Manager

Job Title: Department:

Reservation Supervisor Front Office

Purpose of Job:

Under the general direction of the FO Manager and within the limits of established Our Hotel Policies and Procedures she/he supervises and performs daily reservations and fax controls, assuming the responsibility of the entire reservation operations in order to offer the highest quality service. Ensures that with the personal and professional attitude will spread outside of the hotels the good name of it and will express the honor of being a part of Our Hotel Team. Front Office Manager All Reservation Staff

Responsible to: Responsible for: Additional Duties:

1. Is aware of the Company product knowledge and shows the respect, kindness and professionalism to the Company Guests and Partners. 2. Respects and obeys all internal instructions including the Employee's Guide requirements and rules of safety program and labor protection. 3. Creates and cares the good atmosphere and relations with the colleagues and Company partners. 4. Motivates and supports other colleagues with kind and professional attitude without any racial, gender, religious or any other harassing motives. 5. Supports and takes part in all activities organized and suggested by General Manager, Front Office Manager or Human Resources Department. Main duties: 1. 2. 3. 4. 5. 6. 7. 8. Carrys on tactful approach to the own job and the work of the colleagues. Respects and follows the instructions and decisions of the General Manager and other managers. Ensures that each guest is welcomed and served in a timely manner according to the standards. Receives, evaluates and replies all room reservations. Ensures that all reservation records are kept in computer media subject to the required standards. Forms timely and distributes to the related units all reports of reservation under the requested standards. Performs all correspondences in relation to the function of reservation. Ensures that the realized reservations become available in the division of receptions on the day of Check in with the accurate and requested information. Communicates accurately, completely and timely the information related to the activities he performed to the Front Office Manager and, when required, Hotel General Management, in a useful way and with interpretation if needed. Claims the quality of service offered by the division of reservations and ensures that innovative proposals are produced and practiced in this point of view. Checks "No-show", "Cancellation report", "Checks today arrival report" and "VIP report" and communicates to the Front Office Manager for the necessary processes. Records cancellations of the reservations and changes on computer. Answers the incoming reservation calls in a polite, kind and sincere way. Evaluates the reservation demands from sales and receptions and fulfills necessary processes. Files all revisions and correspondences of which processes (records) are completed. Performs advance payment processes in relation to reservations (to receive credit card number, to pursue money transfer for guaranteed reservations). Communicates the information of special reservations (VIP, COMP, etc.) to the Front Office Manager and other related departments. Contacts with the guest in case of mistakes in the reservation facsimile, and request re-sending the facsimile. Participates in interdepartmental meetings. Makes certain that the asked prices are correctly applied. Works when scheduled in a clean, neat uniform, meeting all grooming and appearance standards. To put on a name-badge. Claims the service quality offered by the divisions under his management and ensures application and production of improvement suggestions in this respect. Promotes work discipline, corporate loyalty, economical attitude, motivation, solidarity, quality and productivity in all managerial, financial and social issues inside his/her management area.

9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22.

23. Makes necessary efforts in order for corporate principles, policies and strategies to be acknowledged, adopted and consolidated within his/her department. 24. Claims the quality of service offered by the department under his/her management and ensures that innovative proposals are produced and practiced in this point of view. 25. Handles all guest service issues in an immediate gracious and professional manner. SMILE! 26. Responds to guest comments and criticism in a constructive and positive manner, looking at such as an opportunity to build guest count. 27. Fulfils other tasks assigned by the Department Manager.

JOB DESCRIPTIONS
Prepared by: Approved by: Job Title: Department: Purpose of Job: Reservation Clerk Front Office Under the general direction of the FO Manager and within the limits of established Our Hotel Policies and Procedures she/he replies any type of reservation requests within the capabilities of the hotel offering the highest quality service and ensuring effective distribution of hotel capacity. Ensures that with the personal and professional attitude will spread outside of the hotels the good name of it and will express the honor of being a part of Our Hotel Team. Front Office Manager Front Office Manager General Manager

Responsible to: Responsible for: Additional Duties:

1. Is aware of the Company product knowledge and shows the respect, kindness and professionalism to the Company Guests and Partners. 2. Respects and obeys all internal instructions including the Employee's Guide requirements and rules of safety program and labor protection. 3. Creates and cares the good atmosphere and relations with the colleagues and Company partners. 4. Motivates and supports other colleagues with kind and professional attitude without any racial, gender, religious or any other harassing motives. 5. Supports and takes part in all activities organized and suggested by General Manager, Front Office Manager or Human Resources Department. Main duties: 1. 2. 3. 4. 5. 6. 7. 8. 9. Carries on tactful approach to the own job and the work of the colleagues. Respects and follows the instructions and decisions of the General Manager and other managers. Ensures that each guest is welcomed and served in a timely manner according to the standards. Answers the incoming reservation calls in a polite, kind and sincere way. Records reservation cancellations and changes on computer. Receives "No-show" list and communicates to the Reservation Supervisor for the necessary processes. Evaluates the reservation demands from sales and receptions and fulfills necessary processes. Files all revisions and correspondences of which processes (records) are completed. Performs advance payment processes in relation to reservations (to receive credit card number, to pursue money transfer for guaranteed reservations). 10. Communicates the information of special reservations (VIP, COMP, etc.) to the Reservation Supervisor and other related departments. 11. Contacts with the guest in case of mistakes in the reservation facsimile, and requests re-sending the facsimile. 12. Performs daily reservation and fax controls. 13. Makes certain that the asked prices are correctly applied. 14. Works when scheduled in a clean, neat uniform, meeting all grooming and appearance standards. Puts on a name-badge.

15. Handles all guest service issues in an immediate gracious and professional manner. SMILE! 16. Responds to guest comments and criticism in a constructive and positive manner, looking at such as an opportunity to build guest count. 17. Fulfils other tasks assigned by the Department Manager.

I, .................................................. have fully understood the contents of the job description above and agree to accomplish all main duties of the job.

Employee's signature Date

Proposed by (name and signature)

--------------------------(HR Manager)

--------------------------(Department Manager)

JOB DESCRIPTIONS
Prepared by: Approved by: Front Office Manager General Manager

Job Title: Department: Purpose of Job:

Front Office Shift Leader Front Office Under the general direction of the FO Manager and within the limits of established Our Hotel Policies and Procedures, he/she performs daily Front Office operations, organizes the implementation of the activities of the managed front office units in order to offer the highest quality service. Ensures that with the personal and professional attitude will spread outside of the hotels the good name of it and will express the honor of being a part of Our Hotel Team. Front Office Manager

Responsible to: Responsible for: Additional Duties:

1. Is aware of the Company product knowledge and shows the respect, kindness and professionalism to the Company Guests and Partners. 2. Respects and obeys all internal instructions including the Employee's Guide requirements and rules of safety program and labor protection.

3. Creates and cares the good atmosphere and relations with the colleagues and Company partners. 4. Motivates and supports other colleagues with kind and professional attitude without any racial, gender, religious or any other harassing motives. 5. Supports and takes part in all activities organized and suggested by General Manager, Front Office Manager or Human Resources Department. Main duties: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. Carries on tactful approach to the own job and the work of the colleagues. Respects and follows the instructions and decisions of the General Manager and other managers. Takes necessary precautions related to the future occupancy rates. Performs the control of the reservations (VIP blockage control, group reservation blockage and control). Controls and evaluates the guest account limits. Checks daily reports and messages. Contacts with the technical assistance in case of breakdowns and with Housekeeping Department with respect to rooms out of order. Supports the reception when the operations are busy. Controls the accounts transferred to the Accounting Department. Controls and approves the work schedules of the units connected to himself prepared by the division heads. Establishes and improves the coordination and collaboration among Front Office units. Ensures complete keeping of the Front Office computer records in the determined system according to the generally accepted practices. Performs all operations under the responsibility of the reception specified in the procedure related to the VIP guests. Provides, arranges and controls all records that should be kept by the reception.

14. Works when scheduled in a clean, neat uniform, meeting all grooming and appearance standards. Puts on a name-badge. 15. Ensures complete implementation and control of Check in and Check out processes within the framework of the predetermined procedures. 16. Communicates accurately, completely and timely the information related to the activities he/she performed to the Front Office Manager and, when required, Hotel General Management, in a useful way and with interpretation if needed. 17. Encourages and assures the communication and coordination among receptionists. 18. Helps the professional development of receptionist promoting work discipline, corporate loyalty. 19. Makes necessary efforts in order for corporate principles, policies and strategies to be acknowledged, adopted and consolidated. 20. Joins the professional meetings and seminars, and trainings and introduce them to the hotel management. 21. Promotes work discipline, corporate loyalty, motivation, quality and productivity inside his/her management area. 22. Claims the service quality offered by the divisions under his management and ensures application and production of improvement suggestions in this respect. 23. Claims the quality of service offered by the department under his/her management and ensure that innovative proposals are produced and practiced in this point of view. 24. Fulfills other tasks assigned by the Department Manager.

JOB DESCRIPTIONS
Prepared by: Approved by: Front Office Manager General Manager

Job

Title:

Receptionist Front Office Under the general direction of the Front Office Manager and within the limits of established Our Hotel Policies and Procedures she/he performs daily check in and check out offering the highest quality service. Ensures that with the personal and professional attitude will spread outside of the hotels the good name of it and will express the honor of being a part of Our Hotel Team.

Department: Purpose of Job:

Responsible to: Responsible for: Additional Duties:

Reservation Supervisor

1. Is aware of the Company product knowledge and shows the respect, kindness and professionalism to the Company Guests and Partners. 2. Respects and obeys all internal instructions including the Employee's Guide requirements and rules of safety program and labor protection. 3. Creates and cares the good atmosphere and relations with the colleagues and Company partners. 4. Motivates and supports other colleagues with kind and professional attitude without any racial, gender, religious or any other harassing motives. 5. Supports and takes part in all activities organized and suggested by General Manager, Front Office Manager or Human Resources Department. Main duties: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. Carries on tactful approach to the own job and the work of the colleagues. Respects and follows the instructions and decisions of the General Manager and other managers. Ensures that each guest is welcomed and served in a timely manner according to the standards. Fulfills the arrival-departure processes of guests and takes care of any type of problems of guests during their stay. Performs Check in and Check out processes. Follows VIP, COMP and HOUSEUSE rooms at every stage. Performs foreign exchange transactions. Takes over and transfers the safe in a complete way before and after the shift. Receives cash revenues of the departments and registers them to the safe. Listens to the guest complaints and takes necessary action (room change, failure notification, cleanliness complaints, etc.). Observes continuously the hotel blockage level, controls the reservations, and cancels the non-guaranteed reservations of which options expired. Warns the rooms that should make Check out in a polite way, executes to necessary processes when prolongation is requested and informs the Housekeeping Department. Takes notes about the wake up requests of the guests. Communicates the guest requests to the relevant departments. Reads the logbook and determines the activities to be followed. Gets information about all activities in the Hotel. Knows and performs Fidelio night audit processes. Completes the report of rooms change with the other departments. Works when scheduled in a clean, neat uniform, meeting all grooming and appearance standards. Puts on a name-badge. Handles all guest service issues in an immediate gracious and professional manner. SMILE! Responds to guest comments and criticism in a constructive and positive manner, looking at such as an opportunity to build guest count. Respects all internal instructions and rules of safety program and labor protection. Fulfils other tasks assigned by the Department Manager.

JOB DESCRIPTIONS
Prepared by: Approved by: Job Title: Department: Purpose of Job: Bellboy Front Office Under the general direction of the FO Manager and within the limits of established Our Hotel Policies and Procedures welcomes and accompanies the hotel quests to their rooms offering the highest quality service. Ensures that with the personal and Front Office Manager General Manager

professional attitude will spread outside of the hotels the good name of it and will express the honor of being a part of Our Hotel Team. Responsible to: Responsible for: Additional Duties: 1. Is aware of the Company product knowledge and shows the respect, kindness and professionalism to the Company Guests and Partners. 2. Respects and obeys all internal instructions including the Employee's Guide requirements and rules of safety program and labor protection. 3. Creates and cares the good atmosphere and relations with the colleagues and Company partners. 4. Motivates and supports other colleagues with kind and professional attitude without any racial, gender, religious or any other harassing motives. 5. Supports and takes part in all activities organized and suggested by General Manager, Front Office Manager or Human Resources Department. Main duties: 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. Carries on tactful approach to the own job and the work of the colleagues. Respects and follows the instructions and decisions of the General Manager and other managers. Ensures that each guest is welcomed and served in a timely manner according to the standards. Welcomes and sees off the guests in front of the hotel with a smiling face and kind and respectful attitude. Accompanies the hotel guests till their rooms, performs necessary counseling activities and satisfies their needs during their stay. Accompanies the guests during check in, takes their baggage to the room. Takes the baggage and place them to their vehicle if the guests request during check out. Conveys the letters or messages of the guests to their rooms. Makes room change according to the instruction from the reception. Tries to wake up the guests that could not be woken up by the switchboard. Labels the baggage during group check in's. Checks the daily activities in the hotel from the board. Distributes the forms and documents sent to the administrative divisions. Takes out, clean and re-attach the flags in front of the Hotel. Performs mailing activities of the guests and administrative offices. Reservation Supervisor

17. Works when scheduled in a clean, neat uniform, meeting all grooming and appearance standards. Puts on a name-badge. 18. Handles all guest service issues in an immediate gracious and professional manner. SMILE! 19. Responds to guest comments and criticism in a constructive and positive manner, looking at such as an opportunity to build guest count. 20. Fulfils other tasks assigned by the Department Manager.

JOB DESCRIPTIONS
Prepared by: Approved by: Front Office Manager General Manager

Job Title: Department: Purpose of Job:

Guest Relation Officer Front Office Under the general direction of the Front Office Manager and within the limits of established Our Hotel policies and procedures, improves performance and enhances guest experience through continuous interaction and involvement in order to offer the highest quality service. Ensures that with the personal and professional attitude will spread outside of the hotels the good name of it and will express the honor of being a part of Our Hotel Team.

Responsible to: Responsible for: Additional Duties:

Front Office Manager

1. Is aware of the Company product knowledge and shows the respect, kindness and professionalism to the Company Guests and Partners. 2. Respects and obeys all internal instructions including the Employee's Guide requirements and rules of safety program and labor protection. 3. Creates and cares the good atmosphere and relations with the colleagues and Company partners. 4. Motivates and supports other colleagues with kind and professional attitude without any racial, gender, religious or any other harassing motives. 5. Supports and takes part in all activities organized and suggested by General Manager, Front Office Manager or Human Resources Department. Main duties: 1. Carries on tactful approach to the own job and the work of the colleagues. 2. Respects and follows the instructions and decisions of the General Manager and other managers. 3. Ensures maximum effective guest contact. Greets the customer and identifies his specific reservation. Maintains guest contact telephone/face-to-face. Communicates with guests and coordinates with the management in order to meet customers' needs solving customer complaints and issues in a timely and professional manner. 4. Ensures VIP Guest Handling according to VIP procedures: is prepared for VIP guest arrival by checking Guests Arrivals report at the beginning of each day; complete/action VIP sheet; checks allocated VIP rooms; meets/greets VIP's/Groups. Informs the related department about VIP arrivals. 5. Analyzes guest questionnaires. Conducts Guest Survey database maintenance to include entry of guest preferences into the database, maintaining guest information file/stand. Generates reports to assist all departments in better anticipating guests' wishes and needs. Handles all complaints and problems to the guest's satisfaction. Maintains guest birthdays list and sends congratulations cards. 6. Prepares "Welcome letters" for current day's arrivals. Prepares welcome packets as needed or as assigned to complete. Orders and verifies all amenity deliveries for current day arrivals and ensures prompt amenity delivery. Assists and enhances the guest recognition preference programs for staff members with a focus on obtaining more guest preferences to increase the utility and value of the Guest Survey database. Identifies and communicates opportunities to continuously improve the guest recognition process, implements approved guest recognition ideas. Prepares bulk mailings and folds other materials as assigned. Handles written correspondence. Assists Front Office Manager with various tasks relating to operational activity (i.e. mailings, data base updates and changes, placement service, technical report etc.). Conducts tours of the hotel for visitors, guests, tour operators. Provides by assisting everyone who comes to the hotel and gives a good orientation service for visitors in the hotel facilities. Gives clear, accurate information and directions. Supervises day-to-day travel requirements VIP/CIP guests; oversees travel itinerary, monitors specific travel arrangements and handles related details. Supervises the development and implementation of new Guest Relations programs as assigned under the direction and supervision of the Management. Ensures service to guest is of high quality, involvement in guest response system via mail, telephone or in person. Communicates the guest requests to the relevant departments. Reads the logbook and determine the activities to be followed. Gets information about all activities in the Hotel. Handles all guests' issues in an immediate gracious and professional manner. SMILE! Responds to guest comments and criticism in a constructive and positive manner, looking at such as an opportunity to build guest count. Fulfils other tasks assigned by the Department Manager.

9. 10. 11.

12. 13. 14. 15. 16. 17. 18. 19.

JOB DESCRIPTIONS
Prepared by: Front Office Manager

Approved by: Job Title: Department: Purpose of Job: Doorman Front Office

General Manager

Under the general direction of the Front Office Manager and within the limits of established Our Hotel policies and procedures, welcomes and sees off the guests on the door in the best manner, takes care of guests' vehicles and leads them to the car jockeys in order to offer the highest quality service. Ensures that with the personal and professional attitude will spread outside of the hotels the good name of it and will express the honor of being a part of Our Hotel Team. Front Office Manager

Responsible to: Responsible for: Additional Duties:

1. Is aware of the Company product knowledge and shows the respect, kindness and professionalism to the Company Guests and Partners. 2. Respects and obeys all internal instructions including the Employee's Guide requirements and rules of safety program and labor protection. 3. Creates and cares the good atmosphere and relations with the colleagues and Company partners. 4. Motivates and supports other colleagues with kind and professional attitude without any racial, gender, religious or any other harassing motives. 5. Supports and takes part in all activities organized and suggested by General Manager, Front Office Manager or Human Resources Department. Main duties: 2. Carries on tactful approach to the own job and the work of the colleagues. 3. Respects and follows the instructions and decisions of the General Manager and other managers. 4. Welcomes and sees off the guests on the door in the best manner with a smiling face and kind and respectful attitude. 5. Takes the guests' baggage from the vehicle and leads them to the bellboy, when necessary, takes them to the reception desk. 6. Takes care of guests' vehicles. Takes the guests' vehicles to the garage and takes the delivery of vehicle keys. 7. Parks the vehicles to a suitable place when there is no space in the garage and places them to the garage when available. 8. Provides taxi for the guests when necessary. 9. Ensures that the front of the hotel is kept available in order for the guests' vehicles to easily approach. 10. Prevents the vehicles that have not any relation with the hotel from parking in front of the hotel. 10. Informs the taxi driver about the places where foreign nationality guests of the hotel want to go. 11. Places the guests' baggage into the vehicle when there is no bellboy. 12. Works when scheduled in a clean, neat uniform, meeting all grooming and appearance standards. Puts on a name-badge. 13. Handles all guests' issues in an immediate gracious and professional manner. SMILE! 14. Responds to guest comments and criticism in a constructive and positive manner, looking at such as an opportunity to build guest count. 15. Fulfils other tasks assigned by the Department Manager.

JOB DESCRIPTIONS
Prepared by: Approved by: Front Office Manager General Manager

Job Title: Department: Purpose of Job:

Night

Supervisor

Front Office Under the general direction of the Front Office Manager and within the limits of established Our Hotel policies and procedures, acts as a receptionist during the night shift and performs hotel Night Audit processes, controls all the area in the hotel during the night shift in order to offer the highest quality service. Ensures that with the personal and professional attitude will spread outside of the hotels the good name of it and will express the honor of being a part of Our Hotel Team. Front Office Manager

Responsible to: Responsible for: Additional Duties:

1. Is aware of the Company product knowledge and shows the respect, kindness and professionalism to the Company Guests and Partners. 2. Respects and obeys all internal instructions including the Employee's Guide requirements and rules of safety program and labor protection. 3. Creates and cares the good atmosphere and relations with the colleagues and Company partners. 4. Motivates and supports other colleagues with kind and professional attitude without any racial, gender, religious or any other harassing motives. 5. Supports and takes part in all activities organized and suggested by General Manager, Front Office Manager or Human Resources Department. Main duties: 1. Carries on tactful approach to the own job and the work of the colleagues. 2. Respects and follows the instructions and decisions of the General Manager and other managers. 3. Represents the facility against all guests that stay during his work hours, resolves guest problems without reflecting to the management, provides information about significant incidents through night reports, inspects the services offered by the facility to the guests during the work hours and make suggestions, inspects the "Night Audit reports" and confirms the reports by signing. 4. Oversees regular and harmonious work of all personnel during the work hours. 5. communicates the flaws observed in any area of the facility to the related departments through night manager notebook, exercises his initiative in cases where immediate action has to be taken and takes all necessary precautions, makes necessary warnings, inspects environmental order, security precautions, operation status of the elevators and lighting and acclimatizing status of the whole facility areas subject to the predetermined program. 6. Listens and resolves the guest complaints. 7. Negotiates with the problem creating guests and resolves the problems. 8. Warns and, if necessary, discharges the guests disturbing the other guests. 9. Performs environment controls and inspects important operation areas of the facility. 10. Ensures not to open cooling rooms and warehouses after 24:00, and in vital cases, inspects opening of these spaces subject to the procedure by exercising his initiative and issue a related report. 11. Inspects preparations of early breakfasts and inspects the readiness at the requested hour and required order. 12. Attends night group check in's and prevents any flaws that may arise. Coordinates with F&B and Sales Department in this matter. 13. Writes and signs the incidents occurred during the responsibility hours into the Night Manager Notebook every day at the end of the work hours. 14. Performs necessary functions subject to information that may be communicated from the Accounting Department in the matters such as guest credit limits and money collection. 15. Ensures transfers of, if any, VIP guests that are expected to check in at night, inspects their rooms before the guest arrives, removes any mistake or flaw by notifying the related departments, welcomes the VIP guest according to the procedure and settles the guest to the room.

16. Is present at check out's of the guests that are expected to check out at night and pays attention to the guests. 17. Checks the issue of daily revenue reports during the Night Audit of the Facility, controls the results, has any flaws corrected, examines the result reports and verifies them by signing. 18. Checks the availability of fire apparatus and equipment systems from the standpoint of guest, facility and employee safety. 19. Checks the availability of fire stairs for the purpose of possible usage. 20. Checks, in coordination with the hotel Security Department, whether the facility and environment security is being controlled appropriately. 21. Coordinates guest and personnel transfer to be made by hotel vehicles. 22. Ensures the usage and preservation of the master keys used inside the facility during his work hours subject to the related procedure, makes necessary inspections and maintains the system by performing necessary interventions in cases of applications not suitable to the procedure. 23. Coordinates the Front Office Department by assuming the authorities of the Front Office Manager during his/her work hours. 24. Works when scheduled in a clean, neat uniform, meeting all grooming and appearance standards. Puts on a name-badge. 25. Communicates accurately, completely and timely the information related to the activities he performed to the Front Office Manager or/and Hotel General Manager, when required, in an utilizable order and with interpretation if needed. 26. Joins the professional meetings and seminars, and trainings and introduces them to the hotel management. 27. Ensures and encourages functional communication and coordination among all divisions and units inside his/her management area. 28. Promotes work discipline, corporate loyalty, motivation, quality and productivity inside his/her management area. 29. Claims the service quality offered by the divisions under his management and ensures application and production of improvement suggestions in this respect. 30. Promotes work discipline, corporate loyalty, economical attitude, motivation, solidarity, quality and productivity in all managerial, financial and social issues inside his/her management area. 31. Makes necessary efforts in order for corporate principles, policies and strategies to be acknowledged, adopted and consolidated within his/her department. 32. Fulfills other tasks assigned by the Department Manager and/or General Manager.

JOB DESCRIPTIONS
Prepared by: Approved by: Front Office Manager General Manager

Job Title: Department: Purpose of Job:

Assistant Front Office Manager Front Office Under the general direction of the FO Manager and within the limits of established Our Hotel Policies and Procedures she/he supervises and performs daily reservations and fax controls, assuming the responsibility of the entire reservation operations in order to offer the highest quality service. Ensures that with the personal and professional attitude will spread outside of the hotels the good name of it and will express the honor of being a part of Our Hotel Team. Front Office Manager Front Office department and Reservation Department

Responsible to: Responsible for: Additional Duties:

1. Takes the responsibilities of Duty Manager according to the Duty Manager Job Description. 2. Is aware of the Company product knowledge and shows the respect, kindness and professionalism to the Company Guests and partners.

3. Respects and obeys all internal instructions including the Employee's Guide requirements and rules of safety program and labor protection. 4. Creates and cares the good atmosphere and relations with the colleagues and Company partners. 5. Motivates and supports the leaded staff and other colleagues with kind and professional attitude without any racial, gender, religious or any other harassing motives. 6. Supports and takes part in all activities organized and suggested by General Manager, Front Office Manager or Human Resources Department. Main duties: 1. Carries on tactful approach to the own job and the work of the colleagues. 2. Respects and follows the instructions and decisions of the General Manager and other managers. 3. Assists the Front Office Manager controlling the distribution of daily operations. Supervises the implementation of the activities of the front office and makes necessary efforts in order the operations are well done. 4. Responsible for supporting company policy and management decisions, interpreting and disseminating this information to staff members. 5. Responsible for FO staff; so that they perform to the best of their abilities and setting an example by her/his own performance and enthusiasm. 6. Coordinates the reservation system in a manner to obtain maximum revenue from the rooms division of the hotel, directs and controls the involved employees. Verifies the forecast and checks the daily bookings. 7. Ensures daily control of yesterday, today arrivals. 8. Evaluates the guest complaints and demands, informs the concerned people about the problem or request in order to obtain necessary solutions related to the problem with the help of related department. 9. Ensures necessary room blocking and controls future reservations. 10. Fulfills and ensures the fulfillment of the VIP guest services conforming to the instructions stated in the procedure. 11. Performs room controls if it needed. Takes necessary precautions related to the future occupancy rates submit the reports. Performs the control of the reservations (VIP blockage control, group reservation blockage and control). 12. Controls the implementation of the guest services in the reception division, guarantees the operations of check in and check out to be done according to the standards; leads and inspects the employees. Controls the operations of bellboy staff and the service provided by them. 13. Keeps timely and orderly the records that should be maintained in the department according to the Hotel Management. Leads and inspects the employees in this respect. 14. Joins the professional meetings and seminars, and trainings and introduces them to the hotel management. 15. Supports the reception when the operations are busy and controls the accounts transferred to the accounting department. 16. Establishes and improves the coordination and collaboration among front office units. 17. Ensures complete keeping of the front office computer records in the determined system according to the generally accepted practices. 18. Controls the fulfillment of special requests in the reservation forms and ensures immediate evaluation and resolution of guest requests and complaints in department Controls all reports produced in the Front Office and ensures timely distribution of these reports.Ensures that each guest is welcomed and served in a timely manner according to the standards. 19. Trains and develops front desk colleagues, helps to develop and implements training programs. Ensures all staff is properly trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions. 20. Oversees discrepancy report and monitors follow through. Works closely with housekeeping and daily room status. 21. Be up to date on all guest services, promotions, and events in the hotel. Performs all correspondences in relation to the function of reservation. 22. Confers and cooperates with other department heads to ensure coordination of hotel activities 23. Performs other duties as assigned including assisting staff with their job functions during peak periods. 24. Elaborates the annual Key Business Objectives for his/her department and after the approbation by General Manager ensures the achieving of the proposed targets. 25. Fulfils other tasks assigned by the Department Manager.

JOB DESCRIPTIONS
Prepared by: Approved by: Front Office Manager General Manager

Job Title: Department: Purpose of Job:

Front Office Supervisor Front Office Under the general direction of the FO Manager and within the limits of established Our Hotel Policies and Procedures, he/she performs daily Front Office operations, organizes the implementation of the activities of the managed Front Office units in order to offer the highest quality service. Ensures that with the personal and professional attitude will spread outside of the hotels the good name of it and will express the honor of being a part of Our Hotel Team. Front Office Manager Front Office staff

Responsible to: Responsible for: Additional Duties:

1. Takes the responsibilities of Duty Manager according to the Duty Manager Job Description. 2. Is aware of the Company product knowledge and shows the respect, kindness and professionalism to the Company Guests and Partners. 3. Respects and obeys all internal instructions including the Employee's Guide requirements and rules of safety program and labor protection. 4. Creates and cares the good atmosphere and relations with the colleagues and Company partners. 5. Motivates and supports other colleagues with kind and professional attitude without any racial, gender, religious or any other harassing motives. 6. Supports and takes part in all activities organized and suggested by General Manager, Front Office Manager or Human Resources Department. Main duties: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. Carries on tactful approach to the own job and the work of the colleagues. Respects and follows the instructions and decisions of the General Manager and other managers. Takes necessary precautions related to the future occupancy rates. Performs the control of the reservations (VIP blockage control, group reservation blockage and control). Controls and evaluates the guest account limits. Checks daily reports and messages. Contacts with the technical assistance in case of breakdowns and with Housekeeping Department with respect to rooms out of order. Supports the reception when the operations are busy. Controls the accounts transferred to the Accounting Department. Controls and approves the work schedules of the units connected to himself prepared by the division heads. Establishes and improves the coordination and collaboration among Front Office units. Ensures complete keeping of the Front Office computer records in the determined system according to the generally accepted practices. Performs all operations under the responsibility of the reception specified in the procedure related to the VIP guests.

13. Provides, arranges and controls all records that should be kept by the reception. 14. Works when scheduled in a clean, neat uniform, meeting all grooming and appearance standards. Puts on a name-badge. 15. Ensures complete implementation and control of Check in and Check out processes within the framework of the predetermined procedures. 16. Communicates accurately, completely and timely the information related to the activities he/she performed to the Front Office Manager and, when required, Hotel General Management, in a useful way and with interpretation if needed.

17. Encourages and assures the communication and coordination among receptionists. 18. Helps the professional development of receptionist promoting work discipline, corporate loyalty. 19. Makes necessary efforts in order for corporate principles, policies and strategies to be acknowledged, adopted and consolidated. 20. Joins the professional meetings and seminars, and trainings and introduce them to the hotel management. 21. Promotes work discipline, corporate loyalty, motivation, quality and productivity inside his/her management area. 22. Claims the service quality offered by the divisions under his management and ensures application and production of improvement suggestions in this respect. 23. Elaborates the annual Key Business Objectives for his/her department and after the approbation by General Manager ensures the achieving of the proposed targets. 24. Claims the quality of service offered by the department under his/her management and ensures that innovative proposals are produced and practiced in this point of view. 25. Fulfills other tasks assigned by the Department Manager.

JOB DESCRIPTIONS
Prepared by: Approved by: Front Office Manager General Manager

Job Title: Department:

Fitness Center Receptionist Front Office

Purpose of Job:

Under the general direction of the FO Manager and within the limits of established Our Hotel Policies and Procedures, meets the guest requirements in the Fitness Center area in order to offer the highest quality service. Ensures that with the personal and professional attitude will spread outside of the hotels the good name of it and will express the honor of being a part of Our Hotel Team. Front Office Manager

Responsible to: Responsible for: Additional Duties:

1. Is aware of the Company product knowledge and shows the respect, kindness and professionalism to the Company Guests. 2. To respect and obey all internal instructions including the Employee's Guide requirements and rules of safety program and labor protection. 3. Creates and cares the good atmosphere and relations with the colleagues and Company partners. 4. Motivates and supports other colleagues with kind and professional attitude without any racial, gender, religious or any other harassing motives. 5. Supports and takes part in all activities organized and suggested by General Manager, Front Office Manager or Human Resources Department. Main duties: 1. 2. 3. 4. 5. 6. 7. 8. 9. Carries on tactful approach to the own job and the work of the colleagues. Respects and follows the instructions and decisions of the General Manager and other managers. Ensures that each guest is welcomed into the establishment and seated in a timely manner. Draws up a personnel physical fitness program and give advises about exercises. Ensures safe usage of the fitness equipment for the guests. Ensures cleaning and upkeep of the fitness equipment. Ensures control and maintenance of the TV and audio device in the fitness area. Ensures safe closure of the equipment at the end of the day. Informs the manager about the order of required materials through controlling the guest needs.

10. 11. 12. 13. 14. 15.

Informs the manager about the technical maintenance and repair of the equipment. Behaves with the guests in a kindly and delicately manner. Ensures cleanliness and hygiene within the fitness area in parallel to the guest needs. Completes the missing supplies within the first aid bag and locker. Controls the remote controls headphones and CD's. Understands and obeys the subjects related to fire, hygiene, health, first aid and safety which are practiced in the hotel. 16. Conforms to the standard look and hygiene instructions. 17. Works when scheduled in a clean, neat uniform, meeting all grooming and appearance standards. Puts on a name-badge. 18. Treats the guests kindly and provides professional service and informs the manager about problems. 19. Provides and controls continuously the availability of the required guest needs (bathrobe, towel, shampoo, cleaning materials, etc.) 20. Practices periodical cleaning check lists. 21. Provides assistance for the other works within the framework of task distribution in the Fitness Center, when necessary. 22. Handles all guest service issues in an immediate gracious and professional manner. SMILE! 23. Responds to guest comments and criticism in a constructive and positive manner, looking at such as an opportunity to build guest count. 24. Fulfils other tasks assigned by the Department Manager.

JOB DESCRIPTIONS
Prepared by: Approved by: Job Title: Department: Purpose of Job: Masseuse Front Office Under the general direction of the FO Manager and within the limits of established Our Hotel Policies and Procedures, meets the guest requirements in the Fitness Center area applies body massage subject to the determined standards in order to offer the highest quality service. Ensures that with the personal and professional attitude will spread outside of the hotels the good name of it and will express the honor of being a part of Our Hotel Team. Front Office Manager Front Office Manager General Manager

Responsible to: Responsible for: Additional Duties:

1. Is aware of the Company product knowledge and shows the respect, kindness and professionalism to the Company Guests. 2. To respect and obey all internal instructions including the Employee's Guide requirements and rules of safety program and labor protection. 3. Creates and cares the good atmosphere and relations with the colleagues and Company partners. 4. Motivates and supports other colleagues with kind and professional attitude without any racial, gender, religious or any other harassing motives. 5. Supports and takes part in all activities organized and suggested by General Manager, Front Office Manager or Human Resources Department. Main duties: 1. Carries on tactful approach to the own job and the work of the colleagues. 2. Respects and follows the instructions and decisions of the General Manager and other managers. Ensures that each guest is welcomed into the area and served in a timely manner. 3. Understands and obeys the subjects related to hygiene, health, first aid and safety which are practiced in the hotel.

4. Obeys the rules to the standard look and hygiene instructions. 5. Works when scheduled in a clean, neat uniform, meeting all grooming and appearance standards. Puts on a name-badge. 6. Ensures that the massage rooms are always clean and hygienic. 7. Applies perfectly the massage accepted with reservation to the guests and members. 8. Controls and continuously provides the guests' requirements regarding the massage. (Massage oil, towel, etc.) 9. Provides assistance for the other works within the framework of task distribution in the Fitness Center, when necessary. 10. Communicates all Fitness Center activities to the guests, when necessary, contributes to sales level increase. 11. Treats the guests kindly and provides professional service and informs the manager about problems. 12. Handles all guest service issues in an immediate gracious and professional manner. SMILE! 13. Responds to guest comments and criticism in a constructive and positive manner, looking at such as an opportunity to build guest count. 14. Respects all internal instructions and rules of safety program and labor protection. 15. Fulfils other tasks assigned by the Department Manager.