Spa Concierge (Casual) (W/M)

Offer description

Scope Of Position

Your role will be responsible for welcoming all guests within the spa and wellness department at the Raffles London OWO.

The Spa Concierge welcomes all spa guests and members who enter the spa and fitness area as well

as primarily support in the successful booking of spa treatments. They are responsible for providing customised, personal attention, anticipating the guests’ and members’ needs, and escorting them to

the appropriate areas throughout the spa. Appropriate and warm guest communication and

engagement is essential to the success of this role. The reception role supports the overall

communication for a smooth guest experience.

You will work in close contact with all other hotel departments to ensure a smooth and consistent service, surpassing the guests’ expectations.

Responsibilities

Operation

• Be a host to the guests and members of the spa. This includes greeting them in person or over the phone in a friendly, efficient and professional manner, as well as escorting them to the appropriate facilities. This role is also expected to be flexible to support other spa and fitness staff when needed.
• Receive and respond to all guest and member concerns, comments or complaints with discretion and urgency.
• Encourage rebooking for spa guests and correct any wrong bookings with care and urgency.
• Knowledgeable about all aspects of treatments, spa therapy, and the facility. Provide information and literature about the spa in person and over the telephone.
• Handle all transactions and maintain the daily balance with efficiency and accuracy.
• Schedule treatment bookings and ensure smooth operation of the reception.
• Ensure ambience levels, such as lighting and music are correctly set and maintained and all FOH areas are clean and organised.
  Maintain confidentiality for all spa guests and members and employees.
  Report any security concerns to the hotel management relating to guest safety

Health and Safety

• Ensure that all potential and real hazards are reported immediately and rectified.
• Be fully conversant with all departmental Fire, Emergency and Bomb procedures.
• Ensure the safety of the persons and the property of all within the premises, by strict adherence to existing laws, statues and applicable ordinances, and by anticipating possible and probable hazards and conditions and either correcting them or pre-planning a defence against them.
• Stimulate and encourage a general awareness of Health and Safety in relation to all tasks and activities undertaken in the department.