REQ1146 Host, Spa (Open)

Spa Host is responsible for delivering a quality customer service experience through conveying a positive, welcoming greeting to all guests and visitors to the Spa in accordance with the standards and policy of the company.

Job Description

• To act as the Spa Ambassador to create magic moments for guests’ arrival.
• Ensure the Spa Host Team and Spa Attendant Team are fully delivering the company service standards at all times.
• Greet and acknowledge all guests entering the Spa in a professional manner, display a thorough awareness of cultural issues – a member of the reception employee is to be standing at the Spa entrance at all times to meet, greet and farewell guests.
• Assist guests and visitors by taking bookings and reservations, providing information and directing them to facilities available at Spa.
• Be aware of all events and facilities and receive patron expressions of interest and ability to act as guides during tours.
• Promote Spa products, including treatments, services, memberships and retail items. And to be responsible for all the related administration work, including membership applications and billing handling
• Perform soft selling techniques for treatments as well as retail products to maximize sales and revenue.
• Receive and respond to all incoming calls, respond to enquiries, or request assistance / transfer calls and messages to guests and employees in a timely and accurate manner as per the service standards set by the company.
• Update and input guests’ information and profile in the Spa computer system.
• Monitor and replenish, where necessary, reception and office supplies.
• Ability to maintain guest database for the use of marketing.
• Assist guests and visitors with purchases from the reception counter. This includes adhering to cash handling, opening & closing policies & procedures and ensuring charges are correctly administered to the guest’s account.
• Convey messages to guests and visitors ensuring confidentially is maintained at all times.
• Assist with constant monitoring of the cleanliness and aesthetics of the centre, take action where required, maintain the reception area according to five-star standards, ensure retail products are displayed appropriately and all racks and shelves are neat and orderly.
• Update bulletin boards and magazines stands throughout Spa facilities to ensure they are current, accurate and available at all times.
• Maintain confidentiality and discretion at all times regarding guest information and activities.
• Ensure that exceptional customer service is delivered to guests in a timely and efficient manner.
• Demonstrate professional communication (over the phone and in person) manner at all times.
• Duties and tasks are performed in a timely and accurate manner, even when under pressure.
• Maintain daily spread sheets of purchases, daily revenue and provide monthly summary to Managers and Supervisors as appropriate.
• Assist with monthly stock intake of products.
• Report all maintenance to Property Service Department to upkeep the Spa environment.
• Adhere to and act in accordance to the company’s health & safety policy by assuming responsibility for own health & safety and that of their team members.
• Builds rapport with guests and maintain knowledge of all regular guests.
• Adhere to all company policies and procedures.
• Report accidents, injuries, unsafe work conditions and / or security issues to the superiors.
• Perform other reasonable job duties as assigned by superiors from time to time.

Experience

• 1-year working experience in a Spa Reception or beauty industry is preferred.
• Experience with Micros and Spa Connect will be an advantage.

Education

• High school diploma or hospitality professional training.

Skills / Competencies

• Experience with OPERA system is a definite advantage.
• Knowledge of / Interest in the Spa, beauty and wellbeing industry.
• Knowledge of high end spa products would be advantageous.
• Displays a high commitment to delivering and improve exceptional customer service and strive to exceed customers’ expectations.
• Enthusiastic and self-motivated, always friendly and approachable.
• Has a strong work ethic, assertive without being aggressive.
• Able to work without direction and well organized.
• Results orientated, demonstrate advanced business acumen and accept accountability for results.
• Demonstrates advanced communication (verbal and written) and interpersonal skills.
• Ability to speak English, Cantonese and Mandarin.
• Competency with Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Encourages people to work as a team.
• Displays integrity at all times.
• Able to multi-task and work under pressure.
• Excellent grooming, hygiene and presentation.
• Ability to work on flexible shift including overnight, weekends and holiday on rotation basis.
• Ability to work on overtime when needed.
• Has relevant spa / beauty / hair qualification is preferred.
• Has First Aid and CPR certification is an advantage.
• Retail sales techniques are preferred.
• Excellent interpersonal / presentation skills are preferred.