Spa Receptionist

Job Responsibilities

• Greets guests, offers assistance and consultation on Spa enquiries according to Banyan Tree and Forbes standards
• Answers telephone call in a professional, courteous and polite manner in accordance with Banyan Tree and Forbes standards when providing information, answering enquiry, confirming Spa reservation
• Accepts and accurately records all guest bookings. Ensure that bookings are given equally to therapists
• Ensure that all cashiering functions are carried out in accordance with Spa and MBS Finance 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 report, flash report
• Maximize Spa slots, rooms and therapists’ productivity. Up-selling of Spa packages and Rewards program, and availability of slots
• Maximize and 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

Job Requirements

Education & Certification

• No formal education required

Experience

• Minimum 2 years prior experience in a front-line customer service position, preferably in the hospitality or related industry

Other Prerequisites

• 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)