وصف الوظيفة
Role Overview
Spa & Leisure Receptionist at Waldorf Astoria Ras Al Khaimah, Hilton.
Role Purpose
Deliver exceptional hospitality by providing administrative and guest-facing support to the spa and leisure facilities. Ensure seamless spa operations, memorable guest experiences, and efficient booking management across all leisure services.
Key Responsibilities
Guest Services & Relations
- Greet guests and members warmly and immediately with a friendly and sincere welcome.
- Assist guests with inquiries, appointment bookings, and information about spa services, facilities, and leisure activities.
- Serve as the main point of contact for hotel guests and recreation members.
- Respond to guest inquiries with accurate information regarding hours of operation, water sports, membership rates, benefits, and facility details according to individual needs.
- Build and maintain positive relationships with guests, members, and team members.
- Demonstrate thorough understanding of all hotel facilities and services.
Reservations & Scheduling
- Manage spa appointment schedules efficiently, ensuring accuracy and timely communication with guests regarding their appointments.
- Process guest check-ins and checkouts promptly and accurately, including verifying guest information, collecting payments, and issuing receipts.
- Provide information, advice, and booking services for a wide variety of guest enquiries, including tennis court access, group exercise classes, activities, and special events within the hotel.
Communications
- Answer phone calls and respond to emails promptly, addressing guest inquiries, appointment requests, and general information about spa services.
- Meet, greet, and direct guests who access the outdoor leisure facilities.
Problem Resolution & Complaints
- Respond to guest complaints and concerns in a professional and courteous manner.
- Conduct research to develop effective solutions and negotiate results.
- Listen and assist in resolving problems.
- Work to resolve issues promptly and escalate to management if necessary.
- Remain calm and alert, especially during emergency situations and heavy hotel activity.
Sales & Retail
- Identify opportunities to up-sell or cross-sell additional services or products to enhance the guest experience and increase revenue.
- Demonstrate opportunities for up-selling and promoting services when appropriate.
- Assist guests in selecting and purchasing retail products, including skincare products, spa accessories, and gift items.
- Provide product recommendations and information about product benefits.
Administration & Financial Management
- Perform various administrative tasks such as filing, data entry, and maintaining guest records.
- Ensure confidentiality and accuracy of guest information.
- Handle cash and credit card transactions.
- Reconcile cash registers at the beginning and end of each shift.
- Maintain accurate records of financial transactions.
Facilities Management
- Maintain cleanliness and organization of spa reception area, fitness center area, retail displays, and relaxation lounge areas.
- Ensure that spa amenities are stocked and well presented.
Skills & Competencies
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to speak effectively before groups of customers or employees.
- Ability to deal with problems involving several concrete variables in standardized situations.
Additional Information
- Must be able to perform essential functions with or without reasonable accommodation.
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