Capella

• Answering all incoming phone calls, assisting guests with questions regarding Spa offerings, appointment availability, length and cost of treatments.
• Escort guests and or potential clients on an orientation of Spa & Wellness facilities, introduce and promote special treatments and or packages that is in line with what the guest/client is looking for.
• Have strong knowledge of all aspects of the Spa & Wellness facilities, policies and procedures. Promote and upsell sales of retail products and services to meet monthly departmental goals.
• Ensures all guests coming for treatments complete the health-check form prior to start of treatment.
• Taking and scheduling all spa reservations that comes in through phone calls, emails or walk-ins. Ensuring that the optimal operation efficiency is met.
• Ensures accurate recording of all reservations and arrangements made by logging them under the appropriate system (e.g. SpaSoft) and preparing confirmation letter for guests’ reference.
• Maintains strong working relationships with other departments to ensure effective communications for operational issues, upselling opportunities and serves as a role model for inter-departmental collaboration and support.
• Keep informed of VIP and special attention guests reservations and ensure that the preferences are well communicated within the team.
• Maintain an up to date knowledge of the hotel daily services, activities, promotion, and event. Effectively communicate and update all team members on any changes to ensure guests receive up-to-date information.
• Ensures strict compliance to work place safety and security standards.
• Ensures that all facilities and working area of the department are kept clean and organised at all times.
• Handling complaints and resolving service ‘Glitches’, keep a record of all feedback under the appropriate system. Ensures that the issues are resolved in a timely manner to guests’ satisfaction.
• Perform shift opening and closing duties and ensures that the daily checklist is completed in a timely manner.
• To ensure complete preparation of weekly requests of par stocks and supplies.
• To assist in the preparation of departmental reports, including and not limited to; monthly summary of treatments, inventory stock count, guest feedback and complaints and daily retail sales.

• Competitive salary
• Participate in regular team-building activities.
• Develop a career in a dynamic, professional international work environment with opportunities for advancement to a full-time position.

• General Education Certification / Diploma, preferably in Hospitality Management

• Experiences in similar role / capacity at luxury hotels/resorts

Technical Skills

• Excellent interpersonal skills with personable character, a team player and good at cultivating strong guest relations
• Fluent in speaking and writing in English
  

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