SPA Receptionist

5 يناير، 2023

0 0 8 دقائق

Summary

Job Responsibilities :

Answer telephone inquiries promptly and professionally and channel to appropriate department for assistance.
Greet members and guests in a friendly and efficient manner.
Escort guest if needed.
Be knowledgeable about all aspects of the facility.
Provide information and literature of facility in person and via telephone.
Control entry into all areas of facility by restricting all unauthorised individuals.
Collect cash or other suitable payment from clients for all services rendered.
Operate Point of Sale system.
Treatment bookings/scheduling
Secretarial duties
Exercise thorough knowledge of opening and closing procedures.
Give tours of spa, as required.
Ensure smooth operation of receptions
Respond to inquiries by phone and in person, providing complete details of all club aspects.
Handle special assignments.
Co‑ordinate sales packets, when needed.
Maintain office files.
Assist in the administration and implementation of staff training in reception operations i.e. Business telephone usage, Guest relations, Spa services (massage, loofah, facial, etc.), Retail sales.
Assist in the operation of all spa departments:

Fitness
Front Desk/Receptions
Boutique
Sales and Marketing
Facility Operations

Maintain inventory and stock of all reception materials.

Administrative Duties:

Effective coverage of both receptions.
Adherence to Standard Operating Procedures Manual.
To maintain inventory of supplies for the administration of the reception.
To maintain accurate records as required by regulations.
To attend weekly/ monthly spa departmental communication meetings.

Health and Safety:

Follow and ensure that all employees follow all safety procedures and practices.
Adherence to Spa department Emergency Procedures/Safety Manual.
Ensure all departments adhere to all safety practices of the hotel.

Financial Responsibilities:

Maintain the reception in peak condition at all times while adhering to all aspects of the operations budget, including payroll.
Maintain accurate accounting procedures for cash transactions and reconcile all transactions at the end of the work shift.

Employee Relations:

To ensure the Reception department maintains a positive relationship with all departments in the Spa and Hotel.
To ensure employees have a complete understanding of and adhere to the hotel's policy relating to safety.
To ensure all employees adhere to all hotel standards as stated in the employee handbook.

Guest Service:

To ensure the facility is in peak condition at all times (operations and cleanliness).
To ensure guest/member satisfaction at all times by ensuring that safety and service is always the Spa's first priority.

Other Duties:

Ensure cross‑training of all employees in Spa Reception department and to facilitate training in other spa departments.
To carry out any other duties and responsibilities as assigned.

Operational

To provide courteous, professional, efficient and flexible service at all times, following Grand Hyatt Abu Dhabi’s Standards of Performance.
To perform all duties and tasks in the assigned Place of Work as perDepartmental Task Lists. Please note that Master Task Lists are reviewed and changed on a regular basis reflecting change in trends, guest expectations and operating philosophies.
To attend to all guests who approach the Spa Reception with a smile.
To have full working knowledge and capability to supervise, correct and demonstrate all duties and tasks in the assigned Place of Work
To be entirely flexible and be able to be rotated within the different sub departments of the Rooms Division or any other Department of the hotel as assigned and as necessary.
To adhere to the telephone procedure of handling calls.
To be aware of all hotel activities.
To hand over the pending points for the next shift for proper follow up and action.
To balance the cash report and remittance envelope at the end of the shift.
To perform all duties and tasks when rotated or assigned to another Department as per Master Task List for that Department .
To be fully conversant with all services and facilities offered by the hotel.
To perform opening and closing procedures established for the Place of Work as assigned.
To ensure that the Assistant Manager – Club signs all rebates. They should be clearly explained and supported.
To have a thorough understanding and knowledge of all Rooms related services and products and the ability to up sell alternatives.
To ensure that the Place of Work and surrounding area is kept clean and organized at all times.
To monitor operating supplies and reduce spoilage and wastage.
To handle guest enquiries in a courteous and efficient manner and report guest complaints or problems to supervisors if no immediate solution can be found and assure follow up with guests.
To follow up on guest comment and complaints.
To ensure that the guests are offered the highest level of personalized service at all times.
To ensure an effective and regular communication with Housekeeping.
To check and coordinate the allocation of treatment rooms for all guests and follow up on the special requirements requested by the guest that it is met.
To actively participate in administrating the guest recognition and guest retention programs, in liaison with the Director of Rooms.
To be aware of the rooms situation and strive to obtain maximum occupancy
To meet, greet and escort all guests to the treatment rooms upon arrival in the Spa.
To be able to explain and show the guests all the facilities in the Spa.
To ensure that all departmental reports and correspondence are completed punctually and accurately

General

To understand and strictly adhere to the Rules & Regulations established in the Employees Handbook and the Hotel’s policy on Fire, Hygiene, Health and Safety.
To report for duty punctually wearing the correct uniform and nametag at all times as per Grand Hyatt Abu Dhabi grooming standards.
To maintain a high standard of personal appearance and hygiene at all times.
To maintain a good rapport and working relationship with staff in the Place of Work and all other departments.
To attend and contribute to all staff meetings, Departmental and Hotel training as scheduled and other related activities.
To fully support the Departmental Trainers function in the Department assigned.
To undertake any reasonable tasks and secondary duties as assigned by the Assistant Manager.
To respond to any changes in the place of work as dictated by the hotel.
To project at all times a positive and motivated attitude and exercise self-control.
To have a complete understanding of the Income Audit Section in the Operations Manual and Policies & Procedures.

Occasional Duties:

To assist in carrying out quarterly, bi-yearly, and annual inventory of operating equipment.
To carry out any other reasonable duties and responsibilities as assigned.

Qualifications