Spa Receptionist (Pre- Opening) at Accor

Job Description

• Adhere to the Policy & Standard Operating Procedures manual.
• Be a host to the guests / members of the spa. This includes greeting them in person or over the phone in a friendly, efficient and professional manner, as well as escorting them to the appropriate facilities. This role is also expected to be flexible to support other spa and fitness staff when needed.
• Receive and respond to all guest / member concerns, comments or complaints with discretion and urgency.
• Encourage appointments for personal and group training sessions.
• Knowledgeable about all aspects of the facility to provide information and literature about the services in person and over the telephone.
• Handle all transactions and maintain the daily balance with efficiency and accuracy.
• Schedule appointments and ensure smooth operation of the reception.
• Ensure ambience levels, such as lighting and music are correctly set and maintained and all areas are clean and organised.
• Maintain confidentiality for all guests and employees.
• Report any security concerns to the hotel management relating to guest safety.
• Support to prepare any daily / monthly reports required by finance.

Administrative and Financial Responsibilities

• Operate point of sale system and collect payments from clients for all services rendered.
• Maintain guest database for ongoing guest communication.
• Work towards retail and treatment revenue goals set by the department.
• Maintain inventory and stocks of all standard items.
• Maintain cleanliness of testers, promotional collateral and accurate supply of products on the shelves.
• Confirm all appointments, VIP arrivals and accommodate guest preference.
• Review appropriate venue blocks and bookings to ensure smooth operations.
• Practice yield management and promote all ongoing offers for the guest.
• Report any discrepancies in retail inventory.
• Maintain accurate accounting procedures for monetary transactions and reconcile all of them by the end of the work shift.

Guest Quality and Operational Excellence 

• Recognise arrivals of all VIP guests arriving in the spa/fitness/recreation facility and the hotel.
• Ensure the facility is in peak condition and clean at all times.
• Responsible for driving the guest experience and communication amongst the colleagues orchestrating a smooth guest sequence delivery.
• Ensure guest / member preferences and special requests are accommodated to the best of the property’s abilities.
• Ensure the facility is receiving the highest ratings from guest satisfaction surveys.
• Deal with any guest complaints, comments or concerns with discretion and urgency.
• Ensure linen and all guest supplies are properly set up and there is sufficient stock level in circulation.
• Ensure all equipment is working properly.

Qualifications

• Previous reception experience, preferably in the spa industry is an asset.
• Experience in working at guest centric roles and ability to deliver outstanding customer service.
• Multitasking is a requirement.
• Computer skills related to spa appointment software and cashier process.
• Telephone etiquette.
• Quick thinker, courteous and welcoming.
• Professional and well-groomed.
• Adaptable.