Spa Receptionist

Basic Function:

Welcomes and greets all Spa guests that comes to the Spa by effective usage of GOLDEN with recognition and guest name, assists them with Spa/Salon bookings and S ervices. Responsib le for checking in appointments and checks guest out of the Spa preparing and explaining the bill. Promotes Spa and Salon r etail, responds to a wide variety of guest Spa requests by accurately assessing the guest needs and requests by adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons policies

Role and Responsibilities :

General

1. Is directly responsible for the day to day key processes in his/her area of work

2. Assists his/her supervisor /Manager in executing the day to day operational requirements

3. Assumes training responsibilities when required ; demonstrates a high degree of standards awareness; promotes teamwork and acts as role model

4. Attends all scheduled training sessions

5. Actively offers operational, employee and customer (internal and external) related feedback to management

6. Displays warmth, care and genuine enthusiasm when dealing with guests and internal customers ; lives the Golden Rule

Departmental

Welcome and acknowledge each and every guest with a smile, eye contact and a friendly verbal greeting, using the guest s name when possible

Coordinates and performs Spa guest arrival, departure and cashiering tasks in accordance with hotel standards; Provides genuine hospitality and recognition in the work area; adheres to hotel credit policies and procedures

Possesses a high degree of product knowledge and relevant technical skills; intuitively recommends and effectively up sells T reatments, Membership, Salon S ervices and Retail P roducts in a sensitive and personalized manner

Keeping a track of Guest/Residence/Members and outside guests Preference Database.

Provides individual assistance and accurate information in an effective and timely manner; offers a special touch when an opportunity is presented

Anticipates guest needs and takes ownership of guest concerns and requests; acts decisively to ensure guest satisfaction; reports all glitches to Manager for further follow up

Handles unexpected situations and emergencies in a composed and intelligent manner and in accordance with hotel policies and procedures

Performs any other tasks or projects as assigned by hotel management and staff.

Thank guests with genuine appreciation and provide a fond farewell.

Assists other employees to ensure proper coverage and prompt guest ser vice.

Specific Responsibilities and Tasks

General

1. Adheres to the hotels code of conduct and grooming & hygiene standards

2. Is seen as working hands-on, assists colleagues in crunch times; Walks the talk

3. Actively participates in briefings and meetings

4. Maintains a clean and orderly work area and promotes a safe working environment

5. Performs any additional duties as assigned by Supervisors/Managers

6. Follow Company and department policies and procedures

Departmental

1. Is competent in the use of the property management system; collects, retrieves and accurately updates relevant data; follows impeccable telephone etiquette

2. Ensures the work area is ready for service; assists in supplies requisitions according to established procedures

3. Has a thorough understanding of every Salon/ spa treatments including benefits, indications & contraindications. Is highly sensitive to guests preferences and special requests; offers meaningful alternatives when special requests cannot be met

4. Operates the Spa software system for spa reservations and all other functions without mistakes

5. Reads and updates the daily log and communicates relevant information to the staff.

6. Produces all Spa /Salon reports as required by management.

7. Process all charges, balance, scan and drop receipts with accounting .

8. Strictly complies with hotels cash handling policies and procedures

9 . Sets up and handles gift certificates.

10 . Maintains & updates the monthly reports related to business

Experience:

Minimum 2 years of relevant experience in 5 star hotels or resorts - preferably in Spa

Knowledge of computers, cashiering, Retails will be added advantage.