Description
Reports to Spa Director
Brand Mission and Pillars
To discerning travellers, Waldorf Astoria is the brand of luxury hotels and resorts
that offers a unique service experience at the world's landmark hotels
Through the brand pillars of Unparalleled service, Inspirational Environments, and Better than Home
Job Aims
Responsible for delivering a great fitness offering through being passionate about
helping our members enjoy a healthier lifestyle. Maximise retention and satisfaction
through effective interaction, ensuring the highest standards in customer care is
achieved. Drive revenue opportunities wherever possible.
Accountabilities
Brand Standards
Brand Standards are your detailed minimum standard of performance. Each one is
Customer
• Every team member is expected to ensure that the guest comfort, satisfaction, and well-being is catered for in a friendly, helpful, efficient and personalised manner at all times.
• Ensure supervision and assistance is given to guests and clients.
• Ensure all members, clients and guests provide joining information and complete mandates as required by company policy
• Ensure all Health, safety, hygiene, and COSHH regulations are complied with and club rules are observed by members, clients, and guest to ensure their safety and well-being
• All team members to adhere to company operational standards to maintain the product and service provision in line with Waldorf Astoria brand standards and expectations.
• Responsible for conducting inductions in accordance with operational fitness guidelines to set, agree, and continually reassess exercise goals in relation to members & guests personal requirements.
• Manage customer feedback effectively; ensure any issues or compliments are escalated and dealt with appropriately to enable long-term improvements in products and services.
Quality
• Take ownership or be responsible for ensuring all administration procedures regarding client care. Following booking procedures, payments and programme cards. Any other reports that are required for the department and update as required.
• Ensure correct reporting processes and procedures are followed at all times in line with the SOP.
• Knowledge of QA and SALT
People
• To adhere to company policies
• Interacts and communicates effectively with members, guests, team members, and management team.
• Takes ownership to attend and actively participate in departmental and team meetings
• Use own initiative, manage time effectively to ensure goals relating to interaction/ programming, equipment upkeep/cleanliness and health and Safety are achieved.
• Attend training and workshops as appropriate. Take accountability for maintaining and developing personal industry knowledge.
• Work closely alongside other team members and managers to identify training & development needs and opportunities for self on an on-going basis.
Profit
• Ensure the secure daily handling of monies and cash transferrals in-line with hotel cash handling policies.
• To be an effective sales person, and follow company sales process through REV MAX
• Maximise membership/sales whenever possible and contribute to hotel promotions
• Gain an understanding of and pro-actively work as a team member towards the achievement of departmental financial and operational targets.
• To complete daily sales targets to ensure maximum sales performance of Kallima through memberships and secondary spend.
Shift Procedures
Ability to work the hours dictated by the business, including early, late, evenings and weekends.
Personal Competencies
These describe the behaviour you will need to demonstrate to carry out your job effectively.
• Excellent mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
• Ability to read, write, speak and understand the English language to communicate effectively with guests and employees.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience.
• Interpersonal skills to provide overall guest satisfaction.
• Ability to work under pressure and deal with stressful situations during busy periods.
Qualifications
• Industry related fitness qualification or REPS registered (NVQ Level 2) - Essential
• Life Guard Qualification / Pool Attendance Qualification – Desirable / Trainable
• Group Fitness qualification and experience – Desirable/Trainable
• First Aider – Desirable/Trainable
Objectives
Objectives are set at your appraisal or one-to-one, and will assist you in your development within your role.
Freelance Personal Trainer - South and South West
