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* Demonstrate exceptional customer service skills in handling guest enquiries, requests, and concerns, consistently exceeding guest expectations.
* Collaborate closely with the Spa Manager and other team members to ensure effective communication and coordination within the spa and leisure department.
* Foster a welcoming atmosphere at the spa area, embodying a culture of hospitality and professionalism.
* Provide guidance and support to new team members during their onboarding process, aiding in their understanding of company policies, procedures, and service standards.
* Participate actively in RBH's comprehensive induction program, completing assigned modules to uphold RBH standards and enhance professional development.
* Always maintain personal hygiene standards.
PROFIT
* Learn all product knowledge to aid in promoting products and services.
* Adhere to all company sales initiatives to increase upselling opportunities.
* Maximize revenue opportunities by upselling hotel amenities, services, and food & beverage options.
QUALITY
* Maintain all treatment rooms to the highest standard of cleanliness and hygiene according to company standards.
* Support team members to achieve and maintain high standards of respectful service, hygiene, and health & safety.
* Wear the correct uniform in good condition whilst on duty and care for your uniform when off-duty.
* Provide training to new spa team members on guest interaction, product knowledge, and managing guest queries.
* Address guest complaints and concerns promptly and professionally, seeking resolution to ensure satisfaction and loyalty.
* Liaise with other departments to fulfill guest requests and resolve issues effectively, maintaining open communication channels.
* Proactively anticipate guest needs and preferences, providing personalized recommendations to enhance their spa experience.
* Report any defects in equipment, damage, or general wear and tear.
GENERAL
* Adhere strictly to company codes of conduct, policies, and procedures, maintaining integrity and professionalism in all interactions.
* Understand and follow health, hygiene, and safety protocols, ensuring compliance with statutory requirements.
* Collaborate effectively across departments to enhance guest satisfaction and contribute to revenue growth.
* Handle additional tasks as directed by the Spa Manager to meet operational needs.
* Adhere to Smile Training policy deadlines to ensure health & safety.
I confirm that I have read and agreed to this Job Description outlining the primary duties of my role.
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