Marina Bay Sands Pte Ltd

Spa Receptionist

Marina Bay Sands Pte Ltd | Date Posted: 25-Nov-2018
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Qualification:
'N' Levels / 'O' Levels, ITE/ NITEC/ Higher NITEC, 'A' Levels, Diploma, Bachelor's / Honours, Masters / PhD

Job Description

JOB SCOPE

 

OPERATIONAL

  • Greets guests, offers assistance and consultation on Spa enquiries according to set standards.
  • Answers telephone call in a professional, courteous and polite manner in accordance with Spa standards when providing information, answering enquiry, confirming Spa reservation.
  • Accepts and accurately records all guest bookings, prepares Spa card and guest comment card for Spa therapist in accordance with departmental procedures. Ensure that bookings are given equally to therapists.
  • Ensure that all cashiering functions are carried out in accordance with Spa 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, and guest comment cards.
  • Promote spa visibility at hotel lobby, swimming pool, golf club as per time assigned.
  • Stand by at hotel lobby, and ensure that Spa desk in the lobby is always clean and tidy, and display with Spa products.
  • Telemarketing and up-selling of Spa packages and Rewards program, and availability of slots.
  • Maximize Spa slots, rooms and therapists’ productivity.
  • 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.

GENERAL

  • Stand by at hotel lobby, and ensure that Spa desk in the lobby is always clean and tidy, and display with Spa products.
  • Telemarketing and up-selling of Spa packages and Rewards program, and availability of slots.
  • Maximize Spa slots, rooms and therapists’ productivity.
  • 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.

PERFORMANCE EVALUATION CRITERIA

  • Mystery Shopper Results.
  • Utilization of therapists’ time and productivity.
  • Cleanliness and maintenance of the Spa reception and Spa lobby areas.
  • Personal hygiene and grooming.
  • Attendance at scheduled training courses.
  • UAB standards.

JOB REQUIREMENTS

  • Possess GCE “O” Levels and above
  • 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)
Company Overview
Marina Bay Sands Pte Ltd