Closing: Jul 5, 2024
This position has expiredPublished: Jun 26, 2024 (10 days ago)
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Job Summary
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- Adhere to the Policy & Standard Operating Procedures manual.
- Be a host to the guests / members of the spa. This includes greeting them in person or over the phone in a friendly, efficient and professional manner, as well as escorting them to the appropriate facilities. This role is also expected to be flexible to support other spa and fitness staff when needed.
- Receive and respond to all guest / member concerns, comments or complaints with discretion and urgency.
- Encourage appointments for personal and group training sessions.
- Knowledgeable about all aspects of the facility to provide information and literature about the services in person and over the telephone.
- Handle all transactions and maintain the daily balance with efficiency and accuracy.
- Schedule appointments and ensure smooth operation of the reception.
- Ensure ambience levels, such as lighting and music are correctly set and maintained and all areas are clean and organised.
- Maintain confidentiality for all guests and employees.
- Report any security concerns to the hotel management relating to guest safety.
- Support to prepare any daily / monthly reports required by finance.
Qualifications
- Previous reception experience, preferably in the spa industry is an asset.
- Experience in working at guest centric roles and ability to deliver outstanding customer service.
- Multitasking is a requirement.
- Computer skills related to spa appointment software and cashier process.
- Telephone etiquette.
- Quick thinker, courteous and welcoming.
- Professional and well-groomed.
- Adaptable.
Responsibilities
- Adhere to the Policy & Standard Operating Procedures manual.
- Be a host to the guests / members of the spa. This includes greeting them in person or over the phone in a friendly, efficient and professional manner, as well as escorting them to the appropriate facilities. This role is also expected to be flexible to support other spa and fitness staff when needed.
- Receive and respond to all guest / member concerns, comments or complaints with discretion and urgency.
- Encourage appointments for personal and group training sessions.
- Knowledgeable about all aspects of the facility to provide information and literature about the services in person and over the telephone.
- Handle all transactions and maintain the daily balance with efficiency and accuracy.
- Schedule appointments and ensure smooth operation of the reception.
- Ensure ambience levels, such as lighting and music are correctly set and maintained and all areas are clean and organised.
- Maintain confidentiality for all guests and employees.
- Report any security concerns to the hotel management relating to guest safety.
- Support to prepare any daily / monthly reports required by finance.
Qualifications
- Previous reception experience, preferably in the spa industry is an asset.
- Experience in working at guest centric roles and ability to deliver outstanding customer service.
- Multitasking is a requirement.
- Computer skills related to spa appointment software and cashier process.
- Telephone etiquette.
- Quick thinker, courteous and welcoming.
- Professional and well-groomed.
- Adaptable.
Administrative and Financial Responsibilities
- Operate point of sale system and collect payments from clients for all services rendered.
- Maintain guest database for ongoing guest communication.
- Work towards retail and treatment revenue goals set by the department.
- Maintain inventory and stocks of all standard items.
- Maintain cleanliness of testers, promotional collateral and accurate supply of products on the shelves.
- Confirm all appointments, VIP arrivals and accommodate guest preference.
- Review appropriate venue blocks and bookings to ensure smooth operations.
- Practice yield management and promote all ongoing offers for the guest.
- Report any discrepancies in retail inventory.
- Maintain accurate accounting procedures for monetary transactions and reconcile all of them by the end of the work shift.
Guest Quality and Operational Excellence
- Recognise arrivals of all VIP guests arriving in the spa/fitness/recreation facility and the hotel.
- Ensure the facility is in peak condition and clean at all times.
- Responsible for driving the guest experience and communication amongst the colleagues orchestrating a smooth guest sequence delivery.
- Ensure guest / member preferences and special requests are accommodated to the best of the property’s abilities.
- Ensure the facility is receiving the highest ratings from guest satisfaction surveys.
- Deal with any guest complaints, comments or concerns with discretion and urgency.
- Ensure linen and all guest supplies are properly set up and there is sufficient stock level in circulation.
- Ensure all equipment is working properly.
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