Guest Service Officer - Spa

Client of IPAMS Industrial Personnel and Management Services

Qualifications:

• College Graduate
  
• At least 3 years' experience
  

Task Description:

• Contribute to the smooth and efficient running of the Reception within the SPA of Rooms Division
  
• To be pleasant at all times and greet the guest upon arrival at the SPA.
  
• To be completely aware of the SPA concept, SPA activities, SPA Revenue and budgets and to promote these actively, completely familiar with all spa facility opening and closing hours as well as product and services offered.
  
• Meets and greets all overnight accommodation or treatment VIP guests.
  
• To take telephone booking from guests for treatment or overnight accommodation.
  
• To reply e-mail on any spa treatment or overnight accommodation requests or enquires.
  
• To check their reservation.
  
• To control music played, avoid repetition, change CD and re-start when stooped also check lighting are at adequate levels.
  
• To make reminding calls 24 hours before the appointment.
  
• To ask guest s feedback after their treatment.
  
• To write bills and do cashiering.
  
• To arrange daily revenue report.
  
• To summarize monthly revenue report.
  
• To inform the Assistant SPA Manager of any difficulties or problems with regards to clients.
  
• To explain treatments availability to guests and up-selling therapies and other services of the SPA.
  
• To always check burner, candle and refill essential oils in the burner every 4 hours
  
• To help checking flower arrangement, lighting, music and reception general cleanliness.
  
• To always use caution, pay attention and understanding the guest health condition, i.e. sunburns, muscle tension, allergies etc.
  
• Prepares SPA treatment itinerary cards for the overnight accommodation or SPA programme guests.
  
• Work closely with the team leaders to ensure that rooms are blocked accordingly treatments and for maintenance as and when scheduled.
  
• Maximizes SPA sales and revenues for the hotel.
  
• Adhere to company credit policies to ensure all revenue expected will be received.
  
• To ensure that the SPA reception and lounge areas are clean, tidy and well stocked with updated reading materials.
  
• To assist hotel, Plateau overnight accommodation or treatment guests with luggage enquiry.
  
• To maintenance reception logbook and trace report and follow up accordingly
  

Administration

• Respond to all telephone calls and enquiries in a timely and professional manner. Initiate the taking and the distribution of messages if the contacts are unavailable.
  
• To respond to any changes in the SPA as indicated by the industry, company or the resort.
  
• Ensure the maintenance of a five star environment and positive first impression for all guests.
  
• To ensure that all departmental reports and correspondence are completed punctually and accurately.
  
• To actively promote and sell all available services.
  
• To assist in the review of all administrative policies and procedures relating to the reception desk, continually looking for methods to improve as required.
  
• To have a complete understanding of and adhere to the resort s policy relating to fire, hygiene and health and safety. Guest Service
  
• Establish rapport with guests maintaining good customer relationship and handle all guest complaints, requests and enquiries on services
  
• Personally and frequently verify that guests are receiving the best possible service in line with Hyatt International standards.
  
• Greet and assist guests with treatment and activity planning and escort VIP guests to the therapy rooms.
  
• Ensure a speedy telephone and message service at all times for guests.
  
• Ensure treatment guests maintain an up to date awareness of current promotions, policy changes and memorandums.
  
• Be familiar with product knowledge of all outlets and departments
  
• Pro-active in seeking guest contact and maintaining excellent public relations.
  
• Ensure that guest history records are up to date at all times.
  
• Support a consistent guest recognition program and maintain a relevant guest database.
  

General:

• To understand and strictly adhere to the Rules & Regulations established in the Associate 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.
  
• 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 outlet and all other departments.
  
• To attend and contribute to all staff meetings Departmental and Hotel trainings scheduled and other related activities.
  
• To respond to changes in the Rooms function as dictated by the industry, company and hotel
  

Occasional Duties:

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