The Spa Concierge is responsible for the good management of the appointment bookings, whilst supporting the collection of data and consolidation of reports. They are responsible for generating sales opportunities through a variety of techniques, develops and attains guest experience in the Spa and sells products and services offered by the spa. They are expected to maintain guests’ confidentiality and adhere to the PDPA (Personal Data Protection Act) policy.
Primary Responsibilities
Sales and Guest Experience
- Full knowledge and understanding of Raffles Spa products and services.
- Full knowledge of Raffles Spa Extraordinary Guest Experience.
- Performs pre-consultation for all first time guests and regular guests.
- Executes sales, service and guest experience initiatives in the outlet.
- Meets and exceeds assigned goals for; guest experience and reputation, sales and service, revenue and productivity.
- Attends scheduled meeting, training, educational sessions.
- Reviews guest feedback daily.
- Escalates appropriately any billing or service issues.
- Updates guest profile and treatment redemption record promptly and accurately.
- Consistently adheres to the Code of Business Conduct.
- Generates appointments from calling list.
Product Quality and Knowledge of Work
- Maintains complete knowledge of:
- All spa features/services, hours of operation.
- Spa products.
- Current spa promotions and activities.
- Maintains complete knowledge and complies with company policies and procedures.
- Keeps guests updated on currently available promotions and discounts in services offered in the spa.
- Processes payments from guests for services ordered from the spa.
- Makes sure all information and personal data provided by guests are kept strictly confidential. Guests’ treatment forms must be filed back properly after used. It should not be left unattended and should always be kept out of sight.
Administrative Duties and Inventory Management
- Light administrative and clerical duties, such as updating guest profile, updating treatment usage in the system, sales report, filing and data entry.
- Assists Spa Managers in maintaining a good level of spa collaterals and printing materials such as guest profile folder and consultation cards.
General Housekeeping and Maintenance
- Ensures the general cleanliness of the reception area, lounge and retail area.
- Ensures the 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 Spa Manager on any defects of spa facilities and equipments.
- Performs any other duties and responsibilities that may be assigned.
Training
- Attends all training courses as deemed necessary, and adheres to training as set by the Spa Manager.
- Fulfills all scheduled theory and practical training requirements.
Candidate Profile
Knowledge and Experience
- Ability to pleasantly communicate with proper grammar in English.
Competencies
- Ability to promote Spa products and services.
- Ability to focus attention on guests needs, remaining calm and courteous.
- Ability to promote positive relationship with all guests.
- Ability to maintain confidentiality of all guest information and pertinent hotel data.
- Ability to perform job functions with minimal supervision.
- Ability to work cohesively with other departments and co-workers as part of a team.
- Well versed with Microsoft office.
