:Job Number 24092535
Job Category Spa
Location W Dubai - The Palm, West Crescent, Dubai, United Arab Emirates, United Arab Emirates
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-ManagementPOSITION SUMMARYThe Spa Receptionist, as guided by the Spa Manager, will maintain the standards of the Away Spa and service in all interactions with guests and talent. Responsible for providing the guest with customized personal attention, and must be comfortable anticipating a guests needs and discussing any guest concerns. Responsible for addressing any extra details required to go above and beyond the guests\' expectations and for developing a professional rapport with each guest to help build brand loyalty.It is the responsibility of this person to be the first face of Away Spa, and to uphold the ideals of Away Spa philosophy, ensuring that guests feel comfortable, relaxed and informed. The ability to graciously respond to gusts is essential. The receptionist must show maturity in making decisions and advising the guest when not under supervision of talent coaches and work to resolve guest challenges.Set the example by using proper etiquette, W tone of voice and professionalism at all times. Be responsible for taking reservations, making suggestions, and suggestive selling of services and retail items at each opportunity. Additionally, be responsible for escorting guest to the appropriate service area, and addressing the extra details, looking for every opportunity to suggest new and enhanced guest experiences and suggestive selling at each opportunity.Maintain current knowledge of all spa services, pricings, offerings, schedules, specials, and other services provided at the spa. In addition, responsible for general maintenance and cleanliness of the changing rooms and for maintaining stock and supplies throughout the spa including retail items tissues, towels and cups.Communicate style and maintenance needs to the relevant departments. Assist operational team members where needed in all aspects of the business operation. Practice methods that comply with health and hygiene guidelines and ensure cleanliness meets HID procedures in all areas of the spa.
Key Responsibilities:OPERATIONS:

• Schedule services and check guests in/out using the spa reservations software system - Book4Time.
• Review all upcoming appointments and treatments ensuring that the scheduling system is being maximized and that you are aware of all VIP and repeater guests.
• Resolve scheduling issues as needed.
• Confirm all upcoming appointments and treatments.
• Block required treatment rooms and schedule therapists for incoming guests.
• Accommodate guest preference.
• Handle all transactions efficiently and accurately.
• Provide bespoke guest service to every guest who enters the spa, as per the Away Spa HID's.
• Pro-actively up sell, link sell, repeat book and retail to each guest.
• Maintain cleanliness in all areas of the spa at all times, practice a clean as you go approach to the work areas.
• Practice universal health care protocol while dealing with guests and co-workers.
• Stock linen items and replenish lockers in the changing rooms
• Collect all soiled linen from hampers and floors and deliver to laundry.
• Provide guests with tour of changing room and facilities.
• Maintain and stock complimentary snacks and beverages.
• Maintain and stock Grab and Go items.
• Serve grab and Go items and beverages, when applicable.
• Ensure guests safety in wet areas by removing standing water and reporting anything unsafe or hazardous.
• Monitor and maintain sauna and steam temperatures and cleanliness, report all maintenance issues to engineering.
• Provide waiter service as part of the Spa Events programs.
• Prepare signature beverages for the Spa Lounge.
• Handle emergency situations with urgency and discretion.
• Maintain working knowledge of the following:
• Spa reservations system
• Point-of-sale system
• Property management system
• Telephone and paging/intercom system
• Away Spa policies, procedures, amenities and services
• Treatment room types, d\xc3\xa9cor, locations and amenities
• Daily appointments, arrival of guests, availability of appointments, specials, etc
• Provide information on retail brands, product lines, services and special promotion.
• Ensure all retail items are presented as per the Away Spa HID.
• Advise the guest on retail opportunities, either through the prescription card, as given by the therapist, or through your own recommendations.
• Rotate all merchandise when stocking shelves.
• Put orders away in proper locations of storage rooms.
• Stock the retail area.
• Conduct cycle counts of inventory.
• At all times provide all requested information to the guest.
• Ensure that public and private areas are in impeccable physical condition and well maintained.
• Ensure lobby and spa general area lighting and music levels are correctly set and maintained.

COMMUNICATIVE:

• Maintain the confidentiality policy for all spa guests and talent.
• Provide explanation for all spa techniques and treatments used.
• Answer any therapy questions or concerns.
• Effectively communicate with all co-workers, spa guests, hotel guests and talent coaches to their understanding.
• Discuss work topics activities or problems with co-workers, talent coaches discreetly and quietly, avoiding public areas of the property.
• Maintain continuous communication with Style department and engineering in regards to cleaning and maintenance requests.
• Provide explanations of services provided and spa specialities.
• Talk with and listen to other talent to effectively exchange information.
• Develop and maintain positive and productive working relationships with other talent and departments.
• Partner with and assist others to promote and environment of teamwork and achieve common goals.
• Handle sensitive issues with talent and/or guests with tact, respect, diplomacy, and confidentiality.

TRAINING AND HUMAN RESOURCES MANAGEMENT:

• Attend training sessions whenever required
• Continuously attend training sessions in the spa.
• Attend regularly scheduled product knowledge training classes.
• Attend training sessions as highlighted in the Annual Training Plan.
• Ensure that you have the necessary skills to perform assigned operational duties.
• Provide talent mentoring when required.

CRITICAL TASKSADMINISTRATION:

• Update all relevant lists and tracking reports throughout the day.
• Maintain a daily activity log.
• Review and respond to previous day's activity logs,
• Observe all departmental safety procedures and protocols.
• Maintain guest history files on all existing guests. Increase the client base by adding new clients to the mailing list and keep a guest profile / purchase preference record.
• Maintain the Away Spa Beauty Bar & Admin offices with sales collateral, office supplies and promotional materials.
• Input retail and professional stock order shipment data into the software according to the Away spa HID.
• Price all received inventory and place inventory in the designated secure area.
• Attend all talent meetings.
• Attend all safety meetings.
• Maintain and develop client base.
• Maintain guest history files on all existing guests and create files for new guests.
• Review all upcoming appointments and treatments.

FINANCIAL AND REVENUE RESPONSIBILITIES:

• 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: Book4Time) and provide change as necessary.
• Post package charges to appropriate folio and account(s).
• Achieve retail targets.
• Conduct retail sales and posting charges.
• Work as part of the team to achieve department sales budgets and forecasts.
• Provide billing for appointment and package cancellations.
• Identify to manager any posting discrepancies.
• Obtain assigned bank (float) and ensure accuracy of contracted monies, obtain change required for expected business level, and keep bank secure at all times.
• Count and secure bank at end of shift.
• Balance, scan, and drop receipts with accounting.
• Accept and log cash tips for talent according to Away Spa HID.
• Verify payment authorization for checks and credit cards using the appropriate method.
• Process adjustment vouchers, correction vouchers, and miscellaneous charges.
• Ensure targets as set are achieved.

MISCELLANEOUS:

• Maintain a professional appearance at all times, adhering to departmental grooming standards and dress in full wardrobe at all times.
• Practice professionalism in every situation with talent coaches, guests, and talent treating each person with respect and integrity.
• Demonstrate knowledge of current trends in spa industry, with a complete understanding of the latest treatment services, professional product lines, retail and consumer product lines and equipment.
• May be required to perform a combination of the following operationally supportive functions, with the percentage of time performing each function to be solely determined by Away Spa talent coach based upon the particular requirements of the spa: assist with all areas of the spa facility, administrative duties and training, talent coach coverage and meetings.
• Maintain a complete knowledge of the following:
• Away Spa policies, procedures, amenities, services
• Away spa and W Dubai - The Palm personnel and team structure
• Spa operating hours
• Spa menus, including a la carte services, signature treatments, packages, etc
• Pricing, fees and charges for all spa services
• Treatment room types, d\xc3\xa9cor, locations and amenities
• Daily appointments, arrival of guests, availability of appointments, specials, etc
• Directions to spa, check-in procedures
• Retail brands, product lines, services and special promotions
• Protect the rights of all Away Spa W Dubai - The Palm and JW Marriott intellectual property
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

Compliance

• Full compliance with Marriott policies and procedures.
• Adhere to International Summary Risk Assessment and Control Self-Assessment Audits.

W Hotels\' mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We're here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests\' passions to life. If you are original, innovative, and always looking towards the future of what's possible, welcome to W Hotels. In joining W Hotels, 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.

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