Senior Receptionist, Spa

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Senior Receptionist, Spa

About The Role
Ensures professional and consistent SPA services according to the Leading Quality Assurance (LQA) assessment the global market leader in quality assurance assessments and benchmarking analysis for the luxury hospitality industry.
Ensuring the Spa reception is completely compliance with all required standards as specified and mandated by the leading Quality Assurance assessment.
Delivering a high standard of customer satisfaction and other related supporting services to all guests.
Support the Spa team to drive revenue on a daily basis to ensure daily, monthly & yearly targets are met and exceeded.
Key Duties and Responsibilities
To be aware of the financial performance within the resort.
To operate within cost and control parameters detailed within the budget.
To achieve monthly revenue goals and maximize profit through driving revenues and controlling costs within the business.
To prepare and present daily, weekly, and monthly revenue reports.
To meet VIP guests and handle all their requirements.
To handle guest complaints.
General administration duties such as reports, forms, checklists, etc, and reception supplies are replenished and ready to use.
To ensure all spa facilities, amenities, and treatment rooms are ready for operation daily and record all complaints and maintenance issues through ALICE.
Update all the preferences from guests consultations through SAGA.
Perform LQA self-assessment and create action plans.
Perform duties and responsibilities of Spa receptionist when necessary.
Understands the company s objectives and standards, values, and culture of the company applying them on the job daily.
Adheres to the hotel s policy relating to fire, hygiene, health, and safety.
Upholds the standards of hygiene and sterilization as directed by law and the spa s policies and procedures.
Achieves customers expectations and performance targets of the department.
Holds impeccable personal grooming as per The Bab Al Shams Hotel Standards.
Work in close coordination with the rest of the Spa & Leisure team.
Act professionally according to the LQA Standards with attention to detail and in a prompt timely manner.
Communicate with all related internal departments any guest-related matters, products or equipment needs, technical service requests, etc.
Participate in regular training, spa meetings, and hotel briefings.
Report to Spa Manager/Hotel Management unusual incidents, complaints, unauthorized persons, missing or damaged hotel property, and lost and found items.
Participates in the multi-skills philosophy of the department.
Respond to any changes in spa function as indicated by the company.
Communicate effectively and respond well to questions and requests.
Work in a team, i.e. caring about other team members and different nationalities.
Assist other departments when requested to.
Continually trains and follows up with the Spa Receptionists & Attendants to ensure outstanding Guest service.
Monitors and provides feedback to the Spa Receptionists & Attendants Team as to where they stand with goals that have been set for total treatments by week, and month to get to budget numbers.
Develops, implements, and maintains new incentives to motivate Colleagues to maximize revenue.
Effectively maximizes inventory levels during high occupancy/sold-out times and days (keeps hotel reservations informed regarding packages not available).
Deals with guest issues directly.
Assist in constructing the Department Training Plan and career development.
Develop strong product quality measures within the department.
To assist in achieving budget through planned initiatives and controlling.
To direct the spa team to achieve success where everyone contributes.
Be responsible for a consistently great experience that exceeds expectations and meets required standards.
Ensure new spa experience development to maintain innovation and originality.
Maintains a high level of professionalism in all aspects of the job.
Ensures the reservation staff is upselling, booking tightly, and maximizing the book.
To assist the Spa Manager in creating budgets and forecasts
To perform duties and responsibilities when Spa Manager is not available
To attend morning briefings and provide updates on the Spa when necessary
Experience & Educational Requirements
Certificate holder or equivalent qualification
Business Management desired
Strong financial background desired
3 years in a similar position in a five-star hotel.
Physically fit for the position.
Knowledge in micros Microsoft office word/excel/power point.
Time management.
Leadership / People management.
Good communication skills, (written and verbal)
People management experience
Strong orientation towards customer service
Highly organized and proactive and be able to meet deadlines in a fast-paced environment
Presentation skills
Initiative and Commitment to Achieve
Effective Communication
Attention to detail
Problem solving and decision making
Leadership skills
Customer focused
Teamwork
Interpersonal skills
Strategic Thinking