Spa & Gym Receptionist Hilton Kuala Lumpur

Position Statement:

You are an important part of our team and must perform all duties in an enthusiastic professional friendly courteous and helpful way. In this leadership role you must set an example by maintaining a neat healthy appearance and be physically fit. You should be familiar with all aspects of the Spa & Gym and uphold all the Spa & Gyms rules terms conditions events and programs.

Position Summary:

1. To maintain a high guest service focus by approaching your job with the guests always in mind and being proactive in a timely manner towards their needs and requests.

2. To have a positive impact taking personal responsibility and initiative to resolve issues always clearly communicating with both guests and colleagues.

3. To be motivated and committed approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.

4. To be flexible responding quickly and positively to changing requirements including the performance of any tasks requested of you.

5. To maintain high Team focus by showing co-operation and support to colleagues in the pursuit of team goals.

6. To contribute ideas and suggestions to enhance operational/environmental procedures in the Resort.

7. To actively promote the services and facilities of the HILTON Kuala Lumpur and the HILTON Hotels and Resorts to guests and suppliers of the Hotel.

8. To perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.

9. To ensure that the Hiltons Brand and Service Delivery Standards are fully implemented and demonstrated by all Members of the Team.

Quality

To be fully familiar with the HILTONS Service Delivery and Brand Standards and to follow these standards of service as they apply to the Spa Department.

Follows Hiltons operating standards at all times in the spa environment.

To have a complete understanding of the Hilton Kuala Lumpurs Team Members Handbook and to adhere to the rules and regulations of the Hotel.

To maintain a high standard of personal appearance and hygiene at all times by adhering to the Hilton Kuala Lumpurs Grooming Standards

To have a complete understanding of and adhere to the Hotels policy relating to fire hygiene health and safety

To ensure high standards of cleanliness in the department.

To remain up to date with local and international trends in the health and leisure services through internet magazines and other applicable media

To have a thorough knowledge of all spa treatments services holistic therapies fitness services and retail products available in the Spa and Fitness Department

Customer

To keep up-to-date with the SALT (Satisfaction and Loyalty Tracking) results and to seek to positively influence these results by following the Hiltons Service Delivery standards.

To maintain a high guest service focus through a Can Do (Vibrant Star)... & flexible attitude.

To always provide guests with an enjoyable and memorable experience

Constantly strive to increase guest satisfaction through quality creativity range and value for money available throughout the property.

Research and recommend new products & treatments

To have a thorough knowledge of all well-being services in your department as well as other applicable services offered by the Hotel.

To ensure maximum room and therapist occupancy at all times

To help guests choose their spa treatments focusing on up selling and re-booking

To follow-up with guests ensuring that had a memorable experience

To correctly and appropriately book guest treatment in the Spa Software system

To analyze Spa Software bookings minimizing lost time

To look after the retail service as and when required

To restock retail as and when required

To reconfirm with customers and guests the details of their requested treatments at all times.

To book treatments and services as appropriate for guests and assist in planning a schedule for them throughout their stay.

To prep treatments as and when required

To assist with Spa Presentation and tours.

To provide a courteous efficient and professional service at all times.

To be fully aware of current and future services offered by the Hotel 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

To look after guest complaints and report complaints to Spa & Gym Manager

To perform other duties as directed by Spa & Gym manager

EOE/AA/Disabled/Veterans