Spa Receptionist （No Hard Selling）

JOB SCOPE

• Greets guests, offers assistance and consultation on Spa enquiries.
• Answer telephone calls 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 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.
• 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.

Requirements

• Experience in a similar position in the spa or service industry will be an advantage
• Good interpersonal and communication skills
• Ability to understand guests needs
• Positive attitude and a good team player