The Spa Concierge is responsible for the management of appointment bookings, data collection, consolidate reports and generate sales opportunities through a variety of techniques. This position is expected to maintain guests’ confidentiality and adhere to the PDPA (Personal Data Protection Act) policy.
Primary Responsibilities
Sales and guest experience
- Generates appointments from calling list.
- Has full knowledge and understanding of Raffles Spa products, services and extraordinary guest experience.
- Performs pre-consultation for all first time and regular guests.
- Executes sales, service and guest experience initiatives at the Raffles Spa.
- Meets and exceeds assigned goals; guest experience and reputation, sales and service, revenue and productivity.
- Attends scheduled meeting, training, educational sessions.
- Reviews guest feedback daily.
- Escalates any billing or service issues.
- Updates guest profile and treatment redemption record promptly and accurately.
- Adheres to the Code of Business Conduct.
Product Quality and Knowledge of Work
- Maintains complete knowledge of all spa features/services, hours of operation, spa products, current spa promotions and activities.
- Keeps guests updated on currently available promotions and discounts in services offered in Raffles Spa.
- Processes payments from guests for services ordered from Raffles Spa.
- Ensures all information and personal data provided by guests are kept strictly confidential.
Administrative duties and inventory management
- Performs light administrative and clerical duties such as updating guest profile, updating treatment usage in the system, sales report, filing and data entry.
- Assists Director of Raffles Spa in maintaining a good level of spa collaterals and printing materials such as guest profile folder and consultation cards.
General Housekeeping and Maintenance
- Ensures general cleanliness of the reception area, lounge and retail area.
- Ensures diffuser burner is lit at all times at the reception, lounge and retail area.
- Replenishes all writing materials and marketing collaterals at the reception.
- Reports to Director of Raffles Spa on any defects of spa facilities and equipment.
Training
- Attends all training courses deemed necessary, and adheres to training set by Director of Raffles Spa.
- Fulfills all scheduled theory and practical training requirements.
