Job Description

I. BASIC PURPOSE / JOB BRIEF:

In accordance with the policies, procedures and standards of Okada Manila, this position is responsible in ensuring all interactions are pleasant and service oriented, provide information to guests and offer personalized and tailored recommendation & services to ensure a delightful wellness and spa experience.

II. MAJOR RESPONSIBILITIES AND DUTIES:

• Informs, advises and recommends to guests, wellness, spa and retail services, products and/or facilities available and assists them in choosing and securing these services, products and/or facilities.
• Maximizes guest revenue potential, satisfaction and utilization by promoting and booking spa and wellness services & facilities and other Hotel restaurants and services to guests. Provide alternatives if their first request/choice cannot be met.
• Coordinate incoming and outgoing communication with utmost courtesy and professionalism to ensure competence, performance and daily operational objectives are met.
• Efficiently resolve any issue or guest complaint (while being mindful of safety and security) to ensure their needs are met and their expectations are exceeded. Ensure on-going relations and rapport are not compromised with the guest and exceptional guest service is provided at all times. Proactively ensure that recovery, resolution and follow-up action or rectification will prevent recurrence of the same or similar issue/incident.
• Conduct walk-in/requested spa tour and pre-booked site inspection.
• Assist with spa and wellness driven promotions.
• Assist with journalist visits and photo shoots.
• Prepare and present complimentary welcome and farewell rituals, tokens and information packets to specific guest experience categories.
• Liaise with other key departments across the hotel and delegate tasks as required to ensure the entire departmental personnel meet operational requirements. Identify areas to improve communication and the smooth flow of information between departments.
• Continually look to improve and develop departmental procedures in order to increase efficiency and productivity, and improve service to guests.
• Maintain and continually enhance product knowledge of services, events and facilities of the hotels and surrounding areas to ensure guests receive accurate, timely information and advice.
• Adhere to and exhibit pro-active performance in accordance with internal policies by taking responsibility for ensuring the workplace is free of unacceptable workplace behavior; that a workplace culture of equality and diversity is fostered.

Other Responsibilities:

• Utilize behaviors of responsibility, accountability and awareness that continually promotes wellness, health and safety.
• Promote an environment where workplace hazards are minimizes and the health and safety of employees and guests are valued
• Work and coordinate well with other Departments to ensure smooth transitions/arrangements regarding all spa and wellness activities.
• Maintain high overall guest satisfaction in all areas and achieve high quality guest service standards.
• Attend and adhere to training and guidelines on service quality, product knowledge and obligated technical skills and/or required by the company.
• Diligently complete, track and provide pertinent daily/weekly/monthly/periodic reports, statistics and analyses in a thorough, neat and timely manner.
• Maintain close ties and relationship with all supporting departments and services.
• Adhere to all company policies and procedures.
• Strictly abide by and comply with policies related to fire, hygiene, health and safety, and cleanliness in work stations, private guest areas and public areas.
• Report accidents, injuries, unsafe work conditions and/or security issues to the management.
• Perform other reasonable job duties as assigned by management from time to time.

III. JOB SPECIFICATIONS:

Educational Requirement:

• Degree holder a plus but not required.
• Certification in hospitality field or equivalent professional training.

Experience Requirements:

• 1-3 years working experience in Spa Operations or equivalent service area at a 5 star hotel.

Skills and Attributes

• Leadership Skills:
• Confident and able to establish strong rapport
• Excellent interpersonal skills
• Self-motivated, ability to anticipate, analyze and prioritize multiple tasks.
• Proactive, responsible, alert and agile, pleasant personality, efficient and tactful.
• Energetic and positive
• Able to work flexible hours, weekends and holidays on rotation basis.
• Exceptional guest relations, conflict resolution, recovery and sales skills
• Understanding of point-of-sale system or hotel operating system (preferably Opera)
• Proficient in software packages including Word, Excel, Outlook, Powerpoint.
• Technical Skills:
• Excellent English and Filipino verbal and written communication
• Organized and methodical
• Advanced computer skills
• Physically fit and active