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·Ensure that guests enjoy an excellent quality service at every stage of their spa experience.
·Ensure that staff provides an excellent standard of guest care according to Devarana Spa standards and procedures.
·Ensure that the spa is cleaned and presented to the highest possible standard for the enjoyment and safety of guests
·Record, resolve and report guest complaints and inform Spa Manager.
·Ensure that Receptionists are familiar with and able to perform service recovery procedures in the event of guest complaint.
·Ensure that sufficient staffs are scheduled to ensure guests receive an excellent level of guest care.
·Make recommendations on how guest care may be improved.
·Ensure all receptionists have a good knowledge of products and services including; Treatments and packages, Retail products. In-house and external promotions.
·Ensure receptionists are using skilful sales techniques including, Listening skills, Presenting products and services, Overcoming objections, Up-Selling, Closing.
·Ensure retail items are clean and well presented
·Ensure the smooth operation of treatment scheduling.
·Keep clear records in accordance with company standards and procedures for all treatments.
·Ensure treatment scheduling maximizes revenue and therapists time.
·Give recommendations to Spa Manager on how missed bookings may be minimized and scheduling improved.
·Ensure that treatments are allocated fairly amongst therapists.
Health and safety
·Ensure staff act in accordance with company standards and procedures with regard to health and safety.
oGuest health consultation
oObservance of contra-indications for massage and other treatments
oCorrect disinfection and sterilization of tools, equipment and utensils.
oCorrect instruction for use of steam, bath sauna and heated blankets.
oFire and evacuation procedures
·Ensure spa facility, including fixtures, fittings and equipments are maintained to a high standard.
·Ensure recording and timely resolution of maintenance issues.
·Staff management and development
·Ensure therapy staffs are only assigned to the treatments they are trained in.
·Ensure receptionists are trained in guest care, treatment benefits, contra-indications for treatments, treatment up selling techniques and retail sales techniques.
·Ensure staffs carry out their tasks safely and in accordance with procedures and standards.
·Monitor the morale of staff and motivate where necessary.
·Counsel and advice staff with regard to behaviors those are inconsistent with Devarana Spa philosophy and standards.
·Caution staff and advise Spa Manager should company rules and regulations be breached.
·Advise staff on how they may improve and develop their treatment, communications and guest care skills.
·Report all personnel issues to the Spa Manager.
·Immediately report any inventory shortages to Spa Manager.
·Ensure retail stock is stored appropriately and securely.
·Ensure the timely delivery of all statistics reports.
Marketing & promotion
·Assist Marketing and Public Relations team with the development of short and long-term promotional plans as needed.
·Ensure distribution of promotional materials to receptionists.
·Regularly update all spa staff regarding promotions and marketing initiatives.
·Assist Marketing and PR team in promoting the spa as needed.
·Be familiar with all general hotel procedures, and the facilities and activities of all other departments, as outlined in the Guest Directory and staff handbook.
·Attend hotel management briefing.