JOB SCOPE
- Greets guests, offers assistance and consultation on Spa enquiries.
- Answer telephone calls in a professional, courteous and polite manner in accordance with Banyan Tree and Forbes standards when providing information, answering enquiry, confirming Spa reservation.
- Accepts and accurately records all guest bookings. Ensure that bookings are given equally to therapists.
- Ensure that all cashiering functions are carried out in accordance with accounting procedures.
- Accepts responsibility for, and to show initiative in decision making when handling minor guest objections, in order to enhance guest satisfaction.
- Refers major guest objections to immediate superior to prevent further guest dissatisfaction.
- Ensure the Spa area is clean and tidy.
- Conducts inspections of the Spa areas as directed.
- Ensure accuracy of administrative duties such as daily spa summary revenue form, cash float, general report, daily revenue report, flash report etc.
- Maximize Spa slots, rooms and therapists’ productivity. Up-selling of Spa packages and Rewards program, and availability of slots.
- Maximize and Increase Spa capture rate.
- Solve minor guest complaints and raise customers’ satisfaction as per empowerment program at their own level, and refer to superiors for assistance, for more complicated situations.
- Act as mini-managers and be more responsible for designated areas assigned to their care.
- Increase inter-action and independence with guests’ contact, in order to raise their confidence level.
- Be more independent and not afraid to make their own decisions, instead of always relying or referring to their superiors.
Requirements
- Experience in a similar position in the spa or service industry will be an advantage
- Good interpersonal and communication skills
- Ability to understand guests’ needs
- Positive attitude and a good team player
- Able to work shift duties, including weekends and public holidays
