- 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.
- 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)
If you not find any contact details in this Job Description, Please attach your CV here and send directly.
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