Spa Service Expert (Spa Receptionist) (St. Regis Budapest) Pre-opening

ST REGIS BUDAPEST

Combining timeless glamour with a vanguard spirit St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 55 luxury hotels and resorts in the best addresses around the world. Beginning with the debut of The St. Regis Hotel in New York by John Jacob Astor IV at the dawn of the twentieth century the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests delivered flawlessly by the signature St. Regis Butler Service.

POSITION SUMMARY

Our Spa Receptionists play an important role in support of a number of vital Spa functions. At our hotels these associates work to build an experience that is memorable and unique with Spa services on the side. Our Spa Specialists take the initiative and deliver a wide range of services to make sure that guests enjoy their experience. Whether promoting Spa services or retail scheduling reservations and confirming appointments providing answers about services checking in guests or processing payments the Spa Receptionist makes transactions feel like part of the experience.

No matter what position you are in there are a few things that are critical to success creating a safe workplace following company policies and procedures upholding quality standards and ensuring your uniform personal appearance and communications are professional. Spa Specialists will be on their feet and moving around (stand sit or walk for an extended time; moving over sloping uneven or slippery surfaces) managing reservation software (read and visually verify information) and taking a hands-on approach to work (move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance and 25 pounds with assistance; reach overhead and below the knees including bending twisting pulling and stooping). Doing all these things well (and other reasonable job duties as requested) is critical for Spa Specialists to get it right for our guests and our business each and every time.

Safety and Security

• Report work related accidents or other injuries immediately upon occurrence to manager/supervisor.
• Follow company and department safety and security policies and procedures to ensure a clean safe and secure environment.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Use proper equipment wear appropriate personal protective clothing (PPE) and employ correct lifting procedures as necessary to avoid injury.
• Follow property specific procedures for handling emergency situations (e.g. evacuations medical emergencies natural disasters).
• Follow policies and procedures for the safe operation and storage of tools equipment and machines.
• Complete appropriate safety training and certifications to perform work tasks.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Follow company and department policies and procedures.
• Ensure uniform nametags and personal appearance are clean hygienic professional and in compliance with company policies and procedures.
• Maintain confidentiality of proprietary materials and information.
• Protect company tools equipment machines or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Address guests service needs in a professional positive and timely manner.
• Welcome and acknowledge each and every guest with a smile eye contact and a friendly verbal greeting using the guests name when possible.
• Anticipate guests service needs including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Thank guests with genuine appreciation and provide a fond farewell.
• Actively listen and respond positively to guest questions concerns and requests using brand or property specific process (e.g. LEARN PLEASED Guest Response LEAP) to resolve issues delight and build trust.
• Engage guests in conversation regarding their stay property services and area attractions/offerings.
• Provide assistance to individuals with disabilities including assisting visually hearing or physically-impaired individuals within guidelines (e.g. escorting them when requested using words to explain actions writing directions on paper moving objects out of the way or offering access to Braille or TDD phones).
• Assist other employees to ensure proper coverage and prompt guest service.

Guest Scheduling and Check-In

• Schedule services for individuals and large groups using spa/salon reservations software system (e.g. Rio SpaSoft).
• Call guests to confirm date type time and preferences for scheduled services.
• Answer questions about services available in the spa/salon to assist individuals in selecting a service.
• Check in guests for appointments by looking up name and checking a box to indicate arrival using the appropriate software (e.g. Rio SpaSoft).
• Advise providers of last-minute changes or additions to schedule (e.g. different service different guest cancellation).
• Provide general spa orientation to guests upon arrival such as the location and use of locker rooms lounge areas and hospitality stations.
• Continually update the guest reservations/cancellations list by entering information in the reservations software system (e.g. Rio SpaSoft) throughout the day.
• Answer questions about general property information and amenities.
• Resolve situations where guest has arrived but provider is missing or late by working with supervisor/manager to find another provider or reschedule the service.

Communication

• Answer telephones using appropriate etiquette including answering the phone within 3 rings answering with a smile in ones voice using the callers name transferring calls to appropriate person/department requesting permission before placing the caller on hold taking and relaying messages and allowing the caller to end the call.
• Speak to guests and co-workers using clear appropriate and professional language.
• Discuss work topics activities or problems with coworkers supervisors or managers discreetly and quietly avoiding public areas of the property.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Read and visually verify information in a variety of formats (e.g. small print).
• Stand sit or walk for an extended period of time or for an entire work shift.
• Move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance and objects weighing in excess of 25 pounds with assistance.
• Grasp turn and manipulate objects of varying size and weight requiring fine motor skills and hand-eye coordination.
• Move over sloping uneven or slippery surfaces as well as up and down stairs and/or service ramps.
• Reach overhead and below the knees including bending twisting pulling and stooping.

Closing

• Complete closing duties including storing all reusable goods breaking down goods cleaning all equipment and areas returning equipment to proper locations restocking items turning off lights locking doors and completing daily cleaning checklist.

Cash/Bank Handling

• Record transaction in MICROS system at time of order.
• Process all payment methods in accordance with Accounting procedures and policies.
• Follow property control audit standards and cash handling procedures (e.g. blind drops).
• Count bank at end of shift complete designated cashier reports resolve any discrepancies drop off receipts and secure bank.
• Obtain assigned bank and ensure accuracy of contracted monies obtaining change required for expected business level and keeping bank secure at all times.
• Transport bank to/from assigned workstation following security procedures.
• Set up and organize cashier workstation with designated supplies forms and resource materials; and maintain cleanliness of workstation at all times.
• Obtain and process guest payments for spa/salon services (e.g. cash credit cards gift certificates master accounts guest room accounts) using appropriate software (e.g. SpaSoft Micros Rio) and provide change as necessary.
• Verify payment authorization for checks and credit cards using appropriate method (e.g. IC verify Telechex).

Steps of Service

• Present physical and accurate check and process payment adhering to all cash handling and credit policies/procedures including added and received gratuity.
• Check in with guests to ensure satisfaction with each Spa service rendered.
• Answer questions on Spa services and check with Spa staff whenever additional clarification is necessary.
• Communicate with the Spa regarding the length of wait for appointments and product availability.

Provide Spa/Salon Services

• Promote and sell spa/salon services.
• Demonstrate promote and sell spa/salon retail products.
• Record guest preferences and needs (e.g. color formula preferred provider allergies) by entering information into computer (e.g. SpaSoft Rio).

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: No related work experience.

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