Spa Receptionist


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Job Description

JOB SCOPE

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 etc.
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

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)

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