Duties & Responsibilities

• Support company’s philosophy and company culture through the use of Pillars of Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement
• Support company’s philosophy and company culture through the use of Departmental Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement
• Support company’s philosophy and company culture through the use of Guiding Principles and D.E.L.I.G.H.T. as part of ensuring Guest Satisfaction and the achievement of our Mission Statement

Operations

• Keep work area clean and neat at all times
• Must follow all Standards and Procedures as taught by legendary trainers or Spa Supervisor
• To ensure that a high standard of service is maintained throughout the Spa
• Assist in the operations of all spa departments as required:
  • Front Desk
  • Spa Retail Area
  • Relaxation Area
  • Preparation Room
  • Sales and Marketing
  • Spa Suite
  • Report dysfunctional equipment to Spa Operations Supervisor

• To maintain inventory of supplies for the operations of the spa reception
• Must have the ability to courteously interact and answer all spa and hotel related questions with guests
• Must have good telephone skills and follow MOHG telephone etiquette
• Will perform as a professional, with a friendly business attitude and conduct all duties and responsibilities as required by the position, or assigned by the Spa Opeations Supervisor
• To ensure a warm friendly welcome to all guests at all times. Greets all guests upon their arrival, gives new guests tours of property and offers return guests "re-orientations". Courtesy to guests and other members of staff at all times
• Processes incoming and outgoing packages, i.e., FedEx, UPS, etc.
• Oversees incoming and outgoing guest and spa colleague business-related emails.
• To show a professional attitude at all times, particularly with regard to punctuality, appearance and general manner
• Ensure that the reception area is tidy, clean and stocked at all times
• Print confirmation letters and pull files for the next business day
• To communicate all messages promptly and to keep the Manager-On-Duty informed as to any complaints
• To organise appointment scheduling to maximize use of time and profitability whilst ensuring that the clients needs are of first importance
• To assist in the smooth flow of the guests journey throughout the day
• Must be a team player and assist all spa and hotel colleagues where necessary. To perform opening and closing duties
• To have a thorough understanding of Spa Soft, all treatments offered in the spa and all retail products
• Prepare gift certificates and make pre-payment arrangements
• To attend daily line-ups, weekly and monthly spa meetings
• To perform all daily assigned Spa Concerige Tasks

Sales and Marketing

• Will be expected to assist various demonstrations and events
• To recognise the importance of "sales" in every aspect of their role and be responsible for achieving sales targets as set by the Spa Director

Training

• Must attend all training courses as deemed necessary
• To receive training to ensure that all-relevant legislation pertaining to the Health and Safety at work Law and Health and Hygiene standards are implemented and monitored within the spa

Health and Safety

• Responsible for all administrative procedures to ensure that the spa is run professionally and in accordance with Health and Safety policy

Educational Background

Must possess a good written and verbal command in the English Language and have a thorough knowledge of

the spa industry

Delighting our clients

• Awareness and sensitivity to the concept of luxury and quality
• Responsive and genuine with customers
• Sustains performance
• Confident with customers

Working together as Colleagues

• Communicates a compelling vision
• Inspires co-operation and commitment
• Adapts work style and ethics appropriately
• Actively listens and builds on other ideas
• Effectively understands and uses resources
• Is culturally sensitive
• Good written and verbal skills

Promoting a Climate of Enthusiasm

• Has energy and drive
• A sense of urgency
• Motivating individual
• Communicates clearly
• Open to feedback and learning
• Possess potential to grow

Acting with Responsibility

• Establishes accountability for self and others
• Can identify core issues and problems
• Emotionally stable and mature
• Accepts feedback
• Manages responsibilities

Additional Core Competencies

Reading, writing and oral proficiency in the English language Must be willing to work a flexible schedule in order to accomplish all major responsibilities and tasks  Must be self-motivated Must be flexible and able to work efficiently under pressure Must work in a safe, prudent and organized manner Must have mathematical skills, technical aptitude and spa knowledge Knowledge of specific spa industry applications is desirable, such as spa soft Must have basic knowledge of computer programs including Excel, Microsoft Word and Microsoft Office administration, Internet applications, PBX/Switchboard and Springer Miller Must have a commitment to follow all local and corporate policies and procedures as they relate to the Spa and hotel Must have knowledge of current spa trends in the industry Must be able to relate to all levels of management and colleagues Must have excellent interpersonal and communication skills Must have knowledge of holistic concepts that relate to the well-being of all guests in a spa environment Must be open to learning about treatments and concepts that derive from other cultures To set a standard at all times in professionalism, appearance and attitude as expected of all spa colleagues To be adaptable and accountable for all actions Consistently strive for a higher level of achievement both personally and professionally Must takes into account levels of service, buying styles, ages and demographics of guests. The ability to up sell services, recommends products, and assures client satisfaction Must be willing to be proactive, take initiative and be held accountable when dealing with guests. Must be comfortable handling cash, checks, credit cards and be comfortable submitting accounting documentation at the close of shift and be held accountable