Description
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
Assist with the smooth running of the Spa by providing guests with excellent customer service at all times and ensuring that treatments are correctly and appropriately booked. Maximising spa revenue through retail sales, re-booking guests, high therapist and room occupancy, and efficient bookings. Providing guests with excellent knowledge of all spa and fitness services and retail products. Ensuring that the guest’s experience at the Spa is memorable from beginning to end.
Accountabilities
Brand Standards
Brand Standards are your detailed minimum standard of performance. Each one is
Customer
• To always provide customers with an enjoyable and memorable experience
• Research and recommend new products & treatments
• To have a thorough knowledge of all services, membership and department as well as other applicable services offered by the hotel & spa.
• To ensure maximum room and therapist occupancy at all times
• To recommend and assist guests choosing their spa treatments – focusing on up selling and re-booking
• To follow-up with guests, ensuring they had a memorable experience
• To correctly and appropriately book guest treatment in the Spa Software system
• To analyze Spa Software bookings, minimizing lost time
• To look after the retail lounge as and when required
• To restock retail as and when required
• To send confirmation letters each evening to the guests with details of their requested treatments
• To book treatments and services as appropriate for guests and assist in planning a schedule for them throughout their stay.
• To assist with Spa Presentation
• To provide a courteous, efficient and professional service at all times.
• To be fully aware of current and future services offered by the spa and to make suggestions for improvement, expansion or creation of new services.
• To remain up to date with local and international trends in the beauty, health and leisure services through internet, magazines and other applicable media
• To look after guest complaints and report complaints to Spa Director.
• To perform other duties as directed by Spa Director or Supervisor.
Profit
• To actively up sell the appropriate Spa treatments, services and retail to the guests.
• To actively re-book guests after treatments
• To ensure that treatments and services are accurately charged
• To ensure that wasted space is kept to a minimum, maximising therapist and room occupancy
• To ensure that therapists are fully booked
• To recommend retail products to guests
• To achieve daily and monthly sales targets set by the Spa Director.
• To generate and understand reports from Spa Software System
• To evaluate therapist working hours and make changes as necessary, keeping Spa Director involved
• To ensure that therapists are evenly booked
• To ensure that the departmental operation budget is strictly adhered to maximising revenues and minimising expenses.
• To monitor product usage and ensure that cost of sales are kept to a minimum
• Accurately process all billing and posting for spa and retail services: report any overages and shortages to supervisor
People
• Promotes Team Member motivation
• To attend and actively participate in training sessions and monthly communication meetings
• To ensure punctuality, excellent grooming and hygiene
• To seek direction and support on a daily basis.
• To keep excellent relationships with team, peers, and all other colleagues of the hotel.
• To report training needs to supervisor/manager.
• To attend and actively participate in training sessions
• To attend daily operations briefing with direct reports/supervisors.
• To assist in the training of the team members within the department, ensuring that the correct standards and methods of services are maintained.
• To ensure smooth and efficient operation of the department.
• To communicate clearly to all therapists and hosts changes made to their bookings.
• To read the communication book on a daily basis
• To report maintenance issues to Spa Management
• Any other tasks as requested by our guests, supervisor or Management of the hotel
Shift Procedures
To ensure that your Departments shift procedures are followed in order to meet financial and statutory requirements and support the delivery of outstanding customer service. Hours as required on a rota basis.
Personal Competencies
These describe the behaviour you will need to demonstrate to carry out your job effectively.
• Excellent communication skills (English).
• Ability to think and respond quickly to issues or guest needs.
• Ability to handle multiple tasks.
• Computer literate.
• Detail oriented.
• Good interpersonal, organizational and professional skills.
• Must be flexible and adapt easily.
• Energetic, enthusiastic and motivational.
Objectives
Objectives are set at your appraisal or one-to-one, and will assist you in your development within your role.
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