•Maintain a daily activity log.
•Maintain guest history files on all existing guests.
•Maintain front desk with sales collateral, office supplies and promotional materials.
•Attend all safety meetings.
•Attend all staff meetings.
•Input retail and professional stock order shipment data into the software according to the So Spa standards.
•Work as part of the team to achieve department sales budgets and forecasts.
•Achieve retail targets as a percentage of revenues.
•Provide billing for appointment and package cancellations.
•Process all retail sales and posting charges.
•Identify to manager any posting discrepancies.
•Greet all arriving and departing guests by name.
•Answer the telephone in a prompt friendly manner.
•Receive and respond to all guest concerns, comments or complaints with discretion and urgency.
•Introduce guests to the Spa Supervisor, advise all incoming guests of spa procedures, special instructions, additional available treatments and billing procedures.
•Provide explanations of services provided and spa specialties.
•Inquire as to the guest experience and level of satisfaction with treatments and services.
•Maintain positive guest relations at all times, including in-house guests, day guests, and telephone enquiries.
•Ensure that the standards of guest service are as set in the spa training manual are conducted as per the standard operating procedures.
•Conduct butler service consultation and full fill guest profile form, if the Spa Supervisor is not available.
•Confirm all upcoming appointments and treatments.
•Block required treatment rooms and schedule therapists for incoming guests.
•Process all guest charges to the appropriate credit card, folio or account.
•Post package charges to appropriate folio and account(s).
•Book incoming spa reservations and appointments efficiently and accurately.
•Practice yield management techniques in scheduling and booking appointments.
•Accommodate guest preferences
•Handle all transactions efficiently and accurately.
•Maintain a cash bank with appropriate change, balance at the end of each shift.
•Balance all other billing techniques at the end of shift
•Ensure lobby lighting and music levels are correctly set and maintained.
•Maintain lobby and desk cleanliness at all times, practice a “clean as you go” approach to the work areas.

Anna Savchuk
Professional Recruiter
aworkabroad.com
anna.savchuk@aworkabroad.com
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