Schedule services for individuals and large groups using spa/salon reservations software system. Call guests to confirm scheduled services. Answer questions about available services. Update the reservations/cancellations list throughout the day, inform providers of last-minute changes, and resolve scheduling issues as needed by working with supervisor/manager. Check in guests for appointments, confirm first and last name, and provide general spa orientation to guests upon arrival. Promote and sell spa/salon services. Obtain assigned bank and ensure accuracy of contracted monies, obtain change required for expected business level, and keep bank secure at all times. Process guest payments for spa/salon services and obtain payment authorization as needed. Accept and log cash tips for employees. Balance, scan, and drop receipts with Accounting. Notify Engineering of maintenance and repair needs.
Report accidents, injuries, and unsafe work conditions to manager. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
Essential Job Functions:
1) Ability to Take spa reservation directly in spa, through phone or mail
2) Ability to perform all reception operational duties including check in, check out, billing and reservation procedures.
3) Familiar with All hotel features/services, hour ofoperation
4) Excel in knowledge of all spa services and products:
a) Fitness programs, pool
b) Inventory stock
c) Retail
d) Spa and fitness Promotions
5) Staffing
a) Inform the therapists of all customers preferences to ensure the highest level of customization
b) Communicate appropriate and essential information to the spa therapists to enable them to excel
professionally.
c) Ensure and act as a real link between customers, therapists and spa management team..
6) Budget
a) Follow and contribute actively to Daily/Weekly and Monthly spa report
b) Maintain guidelines of budget.
7) Meetings: Attend the following meetings:
a) Departmental
b) Daily departmental & Rooms Leaders’ Line-ups
8) Maintain the Ritz-Carlton standards with all staff.
9) Retail
a) Assist the customers before and/or after their treatment for their retail purchase
b) Follow and update stock Inventory
c) Recommend and guide customers through the most appropriate product/ treatment and constantly anticipate their needs.
10) Perform any task deemed necessary by management
11) Greet each guest with a warm welcome and fond farewell.
12) Acknowledge guests however busy and whatever time of day; promote positive guest relations.
13) Maintain complete knowledge and comply with hotel and departmental policies and procedures.
14) Notify supervisor and engineering of any safety hazards and maintenance needs
15) Obtain department keys and secure security of such
16) Set up workstations and retail with necessary supplies. Maintain cleanliness throughout shift
17) Legibly complete requisition for additional supplies/materials and submit to Supervisor.
18) Review in-house guest list (especially VIPs and repeat guests) and be familiar with guest names and room locations.
19) Answer departmental telephone within 3 rings, using correct telephone etiquette.
20) Maintain cleanliness of Fitness Centre, Spa and Locker Rooms.
21) Consistently train new staff.
22) Conduct daily & month-end inventory count of retail items.
23) Accommodate all guest requests courteously and efficiently; anticipate guests' needs and respond promptly. Offer assistance at all times as specified in departmental standards.
24) Handle guest complaints by following the instant pacification procedures and insuring guest satisfaction.
25) Follow, pre and post treatment ritual guidelines and SOP.
26) Dispose of any dirty linens to the proper area.
27) Ability to adapt to priority changes of workflow or requirements.
28) Provide instruction for usage of spa facilities, treatments and products.
29) Ability to focus attention on guests’ needs while remaining calm and courteous.
30) Ability to prioritize, organize and follow up.
31) Ability to perform job functions with minimal supervision.
32) Inform Engineering and Supervisor of all maintenance needs, work orders and equipment malfunctions.
33) Ability to remain at assigned post when specified.
34) Ability to work cohesively with co-workers and other departments as part of a team..
35) Monitor all guest activity in assigned work area; be alert to any sign of trouble. Ensure safety of guests and enforcement of spa, Fitness Centre and Pool rules and precautions according to department standards.
36) Utilize first aid and lifesaving procedures when situations demand such.
37) Successful completion of the training/certification process.
38) Follow all company policies and procedures.
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: Less than 1-year related work experience.
Supervisory Experience: No supervisory experience.
License or Certification: None
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.
Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.
Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.
In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
