Job Description

REQ13851 Fitness Trainer (Open)

Fitness Trainer is responsible for delivering a quality customer service experience through conveying a positive, welcoming greeting to guests and visitors to the property designated by the company in accordance with 5-star service standards.

PRIMARY RESPONSIBILITIES:

• Provide assistance on gym equipment usage, Fitness Training Program and Fitness Assessments to gym / spa members, hotel guests and any other guests.
• Promote gym member sales and related administration procedures.
• Safety to all guests and to yourself in accordance with company standards.
• Assist guests and visitors by taking enquiries and cancellations for the property assigned conveying all information to Attendants or following up as required.
• Ensure a high level of guest relations, service and communication by providing prompt and courteous service, anticipating guests’ needs and establishing rapport with guests.
• Lead every new guest in with an introduction of the usage of facilities and the “how to use”.
• Ensure guests follow the rules & regulations stipulated by the company and laws of Macau.
• Satisfy guest’s request for information by displaying an extensive knowledge of the facilities.
• Ensure towels are distributed to guests and maintain a good towel inventory.
• Assist guests and visitors with purchases from the reception counter. This includes adhering to cash handling, opening and closing policies and procedures and ensures charges are correctly administered to the guest account.
• Convey messages to guests and visitors ensuring confidentiality is maintained for silent guests.
• Provide quality customer service and support to the reception counter as required. Tasks to be performed may include taking bookings and reservations, providing information to guests and visitors in reception area.
• Maintain reception areas according to 5-star standards ensuring retail products are displayed appropriately and all racks and shelves are neat and orderly. Update bulletin boards and magazine stands throughout the resort to ensure they are current, accurate and available at all times.
• Maintain the area including the change of facilities according to company standards. This includes cleaning of gym equipment, restocking, tidying, and clearing used towels and other waste.
• Provide a good pool maintenance ensuring that the correct amounts of chemical and cleanliness are delivered in accordance to company’s health & safety standards.
• Provide Food & Beverage service to guests and maintain Food & Beverage areas (such as coffee machine, fridges and ice machines) when necessary in accordance to the company standard.
• Maintain daily spread sheet of purchases and provide regular summary to the superiors.
• Assist with monthly stock take of products.
• Ability to guide guests on the extra curricula activities provided e.g. camps / team building events.
• Liaising with other departments throughout hotel as required。For example, sending laundry, public flowers. etc.
• Provide assistance to guests / visitors with towels, lockers and hotel amenities.
• Complete all daily tasks including cleaning rosters and checklists.
• Provide support and assistance to the Company, the Spa, Gym, Pool and Resort areas, fellow team Members and management as required.
• Collect and keep record Spa & Leisure Centre laundry and ensure that it is delivered to the Linen Room.
• Promoting our Spa & Leisure Centre products, including our services, memberships and retail items. And to be responsible for all the related administration work, including membership applications and billing handling.
• Ensures that confidentiality and / or discretion are maintained at all times regarding guests’ information and activities.
• Adhere to all company policies and procedures.
• Report accidents, injuries, unsafe work conditions and / or security issues to the superiors.
• Perform other reasonable job duties as assigned by superiors from time to time.

Experience

• Previous experience in a 5-star hotel customer service role preferred.

Education

• High school equivalent.
• International Fitness Trainer certification.
• First Aid and CPR certification is an advantage.

Skills / Competencies

• Have a good knowledge of pool safety and hygiene standards.
• Ability to enjoy both outdoor and indoor sports as a way of life.
• Competency with Microsoft Office.
• An understanding of 5-star customer service preferred.
• Experience with OPERA and software program is advantageous.
• Knowledge of / Interest in the sport, leisure and / or hotel industry would be highly advantageous.
• Business administration qualification is an advantage.
• Patience and ability to follow through.
• Ability to read and communicate in Cantonese / Mandarin / English.
• Ability to work on flexible shift including overnight, weekends and holiday on rotation basis.
• Adhere to and support the company’s vision & values.
• Has flexibility in approach to work and be able to step in if and when required to assist with other tasks as may be directed by the line manager.
• Adopts and implements new approaches and practices to meet changing circumstances.
• Has strong sense of teamwork and is committed to the team.
• Displays a high commitment to improve customer service, always strives to achieve customer satisfaction.
• Has strong focus on attention to details.
• Anticipates and assesses issues, risks or opportunities within the area of responsibility and applies and suggests effective, creative solutions.
• Achieves agreed objectives and accepts accountability for results.
• Willing to learn and perform to the high standards set by the company.
• Excellent interpersonal / presentation skills are preferred.