Spa Receptionist

6 months ago


Dubai, United Arab Emirates Marriott International, Inc Full time

**Job Number** 24092535

**Job Category** Spa

**Location** W Dubai - The Palm, West Crescent, Dubai, United Arab Emirates, United Arab Emirates VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

***

The Spa Receptionist, as guided by the Spa Manager, will maintain the standards of the Away Spa and service in all interactions with guests and talent. Responsible for providing the guest with customized personal attention, and must be comfortable anticipating a guests needs and discussing any guest concerns. Responsible for addressing any extra details required to go above and beyond the guests’ expectations and for developing a professional rapport with each guest to help build brand loyalty.

It is the responsibility of this person to be the first face of Away Spa, and to uphold the ideals of Away Spa philosophy, ensuring that guests feel comfortable, relaxed and informed. The ability to graciously respond to gusts is essential. The receptionist must show maturity in making decisions and advising the guest when not under supervision of talent coaches and work to resolve guest challenges.

Set the example by using proper etiquette, W tone of voice and professionalism at all times. Be responsible for taking reservations, making suggestions, and suggestive selling of services and retail items at each opportunity. Additionally, be responsible for escorting guest to the appropriate service area, and addressing the extra details, looking for every opportunity to suggest new and enhanced guest experiences and suggestive selling at each opportunity.

Maintain current knowledge of all spa services, pricings, offerings, schedules, specials, and other services provided at the spa. In addition, responsible for general maintenance and cleanliness of the changing rooms and for maintaining stock and supplies throughout the spa including retail items tissues, towels and cups.

Communicate style and maintenance needs to the relevant departments. Assist operational team members where needed in all aspects of the business operation. Practice methods that comply with health and hygiene guidelines and ensure cleanliness meets HID procedures in all areas of the spa.

**Key Responsibilities**:
OPERATIONS:

- Schedule services and check guests in/out using the spa reservations software system - Book4Time.
- Review all upcoming appointments and treatments ensuring that the scheduling system is being maximized and that you are aware of all VIP and repeater guests.
- Resolve scheduling issues as needed.
- Confirm all upcoming appointments and treatments.
- Block required treatment rooms and schedule therapists for incoming guests.
- Accommodate guest preference.
- Handle all transactions efficiently and accurately.
- Provide bespoke guest service to every guest who enters the spa, as per the Away Spa HID’s.
- Pro-actively up sell, link sell, repeat book and retail to each guest.
- Maintain cleanliness in all areas of the spa at all times, practice a “clean as you go” approach to the work areas.
- Practice universal health care protocol while dealing with guests and co-workers.
- Stock linen items and replenish lockers in the changing rooms
- Collect all soiled linen from hampers and floors and deliver to laundry.
- Provide guests with tour of changing room and facilities.
- Maintain and stock complimentary snacks and beverages.
- Maintain and stock Grab and Go items.
- Serve grab and Go items and beverages, when applicable.
- Ensure guests safety in wet areas by removing standing water and reporting anything unsafe or hazardous.
- Monitor and maintain sauna and steam temperatures and cleanliness, report all maintenance issues to engineering.
- Provide waiter service as part of the Spa Events programs.
- Prepare signature beverages for the Spa Lounge.
- Handle emergency situations with urgency and discretion.
- Maintain working knowledge of the following:

- Spa reservations system
- Point-of-sale system
- Property management system
- Telephone and paging/intercom system
- Away Spa policies, procedures, amenities and services
- Treatment room types, décor, locations and amenities
- Daily appointments, arrival of guests, availability of appointments, specials, etc
- Provide information on retail brands, product lines, services and special promotion.
- Ensure all retail items are presented as per the Away Spa HID.
- Advise the guest on retail opportunities, either through the prescription card, as given by the therapist, or through your own recommendations.
- Rotate all merchandise when stocking shelves.
- Put orders away in proper locations of storage rooms.
- Stock the retail area.
- Conduct cycle counts of inventory.
- At all times provide all requested information to the guest.
- Ensure that public and private areas are in impeccable physical condition and well maintained.
- Ensure lobby and spa general area lighting and music levels are correctly set and maint


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