Spa Receptionist wanted at Banyan Tree Spa – Marina bay sands

BANYAN TREE SPA MARINA BAY SANDS SINGAPORE

APPLY HERE

BANYAN TREE SPA MARINA BAY SANDS SINGAPORE
BANYAN TREE SPA MARINA BAY SANDS SINGAPORE

Job no: 492383
Work type: Full-Time
Location: Marina Bay Sands
Categories: General Services
JOB SCOPE

OPERATIONAL
Greets guests, offers assistance and consultation on Spa enquiries according to set standards.
Answers telephone call in a professional, courteous and polite manner in accordance with Spa standards when providing information, answering enquiry, confirming Spa reservation.
Accepts and accurately records all guest bookings, prepares Spa card and guest comment card for Spa therapist in accordance with departmental procedures. Ensure that bookings are given equally to therapists.
Ensure that all cashiering functions are carried out in accordance with Spa 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.
Coordinate with Engineering Department on repair and maintenance work required in Spa area.

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, and guest comment cards.
Promote spa visibility at hotel lobby, swimming pool, golf club as per time assigned.
Stand by at hotel lobby, and ensure that Spa desk in the lobby is always clean and tidy, and display with Spa products.
Telemarketing and up-selling of Spa packages and Rewards program, and availability of slots.
Maximize Spa slots, rooms and therapists’ productivity.
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.

GENERAL

Stand by at hotel lobby, and ensure that Spa desk in the lobby is always clean and tidy, and display with Spa products.
Telemarketing and up-selling of Spa packages and Rewards program, and availability of slots.
Maximize Spa slots, rooms and therapists’ productivity.
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.
PERFORMANCE EVALUATION CRITERIA

Mystery Shopper Results.
Utilization of therapists’ time and productivity.
Cleanliness and maintenance of the Spa reception and Spa lobby areas.
Personal hygiene and grooming.
Attendance at scheduled training courses.
UAB standards.

JOB REQUIREMENTS

Possess GCE “O” Levels and above
Minimum 2 years prior experience in a front-line customer service position, preferably in the hospitality or related industry
Possess excellent customer service and communication skills
Able to operate basic computer applications and handle incoming calls / enquiries
Applicants should project a professional, healthy and well-groomed appearance
Able to commit to rotating shifts, including weekends (no overnight shifts)