Spa Receptionist

Job Responsibilities • Greets guests, offers assistance and consultation on Spa enquiries according to Banyan Tree and Forbes standards • Answers telephone call in a professional, courteous and polite manner in accordance with Banyan Tree and Forbes standards when providing information, answering enquiry, confirming Spa reservation • Accepts and accurately records all guest bookings. Ensure that bookings are given equally to therapists • Ensure that all cashiering functions are carried out in accordance with Spa and MBS Finance accounting procedures • Accepts responsibility for, and to show initiative in decision making when handling minor guest objections, in order to enhance guest satisfaction • Refers major guest objections to immediate superior to prevent further guest dissatisfaction. • Ensure the Spa area is clean and tidy • Coordinate with Engineering Department on repair and maintenance work required in Spa area. • Conducts inspections of the Spa areas as directed • Ensure accuracy of administrative duties such as daily spa summary revenue form, cash float, general report, daily revenue report, flash report • Maximize Spa slots, rooms and therapists’ productivity. Up-selling of Spa packages and Rewards program, and availability of slots • Maximize and Increase Spa capture rate • Solve minor guest complaints and raise customers’ satisfaction as per empowerment program at their own level, and refer to superiors for assistance, for more complicated situations • Act as mini-managers and be more responsible for designated areas assigned to their care • Increase inter-action and independence with guests’ contact, in order to raise their confidence level • Be more independent and not afraid to make their own decisions, instead of always relying or referring to their superiors Job Requirements Education & Certification • No formal education required Experience • Minimum 2 years prior experience in a front-line customer service position, preferably in the hospitality or related industry Other Prerequisites • Possess excellent customer service and communication skills • Able to operate basic computer applications and handle incoming calls / enquiries • Applicants should project a professional, healthy and well-groomed appearance • Able to commit to rotating shifts, including weekends (no overnight shifts)