Hotel Spa Receptionist

Position summary statement:

Respond and deal with clients first hand and to assist them in making appointments or to assist them with their queries and to ensure that all their needs are well attended and taken care of.  Welcome and greet all clients in friendly and cheerful manner and to create a professional image when the client has first contact with the outlet.

Primary Responsibilities:

Guest Relations and Service

a)    Assist members in making reservations for spa treatment, fitness classes and assignment of treatment rooms.

b)    Ensure and oversee that all clients and Therapists arrive for scheduled appointment on time.

c)    Ensure therapist uses the correct allocated room, picked up allocated client and performed scheduled treatments.

d)    Meet potential spa/fitness members and any other walk-in clients in a well-mannered, professional, friendly manner and assist in consultation and closing of sales.

e)    Dealing with customer’s requests and complaints and providing vital information to Executive/Manager for the purpose of improving clients’ satisfaction.

f)     Conducting outlet tours to walk-ins and new clients.

g)    Assist members in making reservations for spa treatment, fitness classes and assignment of treatment rooms.

h)    Study and learn treatment and products well to encourage client’s trust and assurance on the services offered.

i)     Carry out sales recommendation, assist to achieve sales target for treatment packages and retail products.

j)     Ensure fulfilment of all members’ membership privileges.

k)    Follow up on leads or walk-ins and sending of e-brochure if necessary.

l)     Monitor client’s record and recommend packages of treatment

Monitor and Support

a)   Be well informed and knowledgeable on any promotion/product launches or any new happening within the outlet.

b)   Assist to initiate maintenance of the facilities and equipment of the outlet.

c)   Ensure cleanliness of outlet.

d)   Maintain a systematic locker procedure in the changing areas.

e)    Ensure Opening and Closing procedures are met

f)    Accepts any other reasonable request made by the Management.

Administration

a)    Handle incoming calls, spa/fitness reception and cashiering duties daily.

b)    Keep an updated record of all the necessary information related to clients and operations.

c)    Monitor the frequency of customers and call any that have been absent for longer than one month.

d)    Reconfirmation of appointments should be done a day before the due appointments.

e)    Ensure cash float tally daily, failing which, Manager should be informed immediately.

f)     Ensure daily closing is accurate and all related documents are submitted daily.

g)    Ensure daily sales and utilization, operation log are submitted on time.

h)    Act in accordance with all policies and procedures.

i)     Accept all other duties required from time to time.