To assist management in daily operations and ensure guest satisfaction.
To have the first contract with the guest and ensure all interactions are pleasant and service oriented.
The Role: * To answer all incoming phone calls in a professional and friendly manner.
To answer all guest questions regarding spa offerings, appointment availability, length and cost of treatments.
To effectively suggest alternatives to guests if their first requests cannot be met.
To schedule appointments in such a way that staff is available to handle all bookings, or work with other department to have staff sent in for assistance.
To politely confirm time of appointment and cancellation policy to all guest before ending phone conversations.
To interact with guests, including but not limited to:
Dealing with guest complaints.
Conducting spa tours.
Assisting with spa promotions.
Assisting with journalist visits and photo shoots.
Conducting travel agents site inspections.
Offering complimentary 5 minutes' massages after conducting spa tour.
Presenting complimentary gifts to guest after conducting spa tour.
To assists in the ongoing practice of dialogues in English, regarding spa treatments and dialogues during treatments.
To be well informed and educated in all aspects of Spa facilities, policies and procedures.
To Supervise completion of tasks regarding all daily check list and delegated tasks as necessary to staff to ensure completion in a timely manner.
To insure complete preparation of weekly requests of par stocks and supplies.
To assist in the preparation of reports, including:
Staff attendant: sick leave holidays, unpaid time off, ceremonies, etc.
Guest complaints, incident reports regarding staff or guest.
Monthly summary of treatments and guest information.
Daily sales of services and retail.
To have a complete understanding of and adhere to the company's policy and procedures
To have a complete understanding of and adhere to the company's policy related to fire, hygiene, health and safety
To report for duty punctually and wear the correct uniform with the name badge at all times
To carry out the other duties as assigned by the management team
To establish good relationship and rapport with guests and colleagues
To ensure the cleanliness and hygiene in work areas
Talent Profile:
Bachelor Degree in any related field
Minimum 2 years' experience in hospitality industry
