The Chedi El Gouna Hotel is looking for a Spa Receptionist responsible to assist with the smooth running of the Spa. Providing guests with excellent customer service at all times giving adequate knowledge & information of all Spa services and retail products. Ensuring the booking system is accurate and efficient at all times, and charges are accurately posted.
Key Responsibilities
Quality
To be fully familiar with The Chedi El Gouna Service Standards and to follow these standards of service as they apply to your department.
To ensure high standards of cleanliness in the department.
To ensure the retail displays are clean, attractive and well stocked at all times
To assist the Spa Manager in the smooth running of the daily operations of the Spa
Customer
To keep up-to-date with the Guest Satisfaction results and to seek to positively influence these results by following The Chedi Hotel Service Standards.
To maintain a high customer guest service focus.
To always provide customers with an enjoyable and memorable experience
Constantly strive to increase guest satisfaction through quality, creativity, range and value for money available throughout the property.
To provide a courteous, efficient and professional service at all times.
To send confirmation letters each evening to the guests with details of their requested treatments.
To have a thorough knowledge of all well-being services and departments as well as other applicable services offered by the resort.
To ensure maximum room and therapist occupancy at all times.
To notify the Spa Manager immediately of any guest complaints
To be fully aware of current and future services offered by the resort and to make suggestions for improvement, expansion or creation of new services.
To remain up to date with local and international trends in the beauty, health and leisure services through internet, magazines and other applicable media.
Profit
To actively up sell all the appropriate Spa services to the guests.
To ensure that the departmental operation budget is strictly adhered to maximising revenues and minimising expenses.
To achieve daily & monthly sales targets set by the Spa Manager.
To prepare daily & monthly revenue reports as requested by the Spa Manager
To confidently recommend and up sell additional treatments to guests. To try to rebook them wherever possible.
People
To contribute positively to The Chedi El Gouna by providing both guests and fellow team-members with courteous, hassle-free service.
Fully aware of the objectives of the property and the department.
To seek direction and support on a daily basis.
To keep excellent relationships with team, peers, and all other colleagues of the hotel.
To report training needs to supervisor/manager.
To attend and actively participate in training sessions
To ensure punctuality, excellent grooming and hygiene.
To attend daily operations briefing with direct reports/supervisors.
To monitor vacation/R&R planning for the department.
To keep courteous, professional relationships with suppliers, colleagues from competition, and from other properties of The Chedi Hotels.
To organise and coordinate the appropriate treatment bookings and therapy rooms for each Therapist.
To ensure the towel displays are well stocked in the rooms and the rest room
To ensure the shower rooms are clean and well stocked with shampoo, conditioner & shower gel
To attend to all malfunctioning equipment and follow up
To write job requisitions for maintenance issues
To update the communications book on daily events if any
To write store requisitions for administrative implements and water. To ensure beverages are always well stocked and fresh for the guests
To ensure confirmation cards are sent to the appropriate guest rooms by 00 PM the evening before their treatment.
To assist in monthly stock counting and inventory controls
Ensure a high level of product knowledge of the resort, other outlets and the local area
To be completely knowledgeable about all the retail products and available Spa services
To study, evaluate operations and procedures and suggest improvements to the Manager
To assist in providing departmental orientation to newly recruited team members.
To attend and actively participate in weekly communication meetings and nominated trainings as requested by the Spa Manager
To have a complete understanding of and adhere to the hotel employee rules and regulations.
To have a complete understanding of and adhere to the resort’s policy relating to fire, hygiene, health and safety.
Qualifications
Language: Fluent English. (German, French, Italian an advantage).
Experience: At least 2 years experience in reception/customer service.
Beauty therapy or hotel experience desirable.
Competencies: Excellent customer service experience.
Able to work in a team and demonstrate good people and communication skills.
Excellent grooming, presentation and organizational skills.
Confident with sales.
