To perform reception duties and ensure all the fitness facilities including the water level and temperature of the swimming pool are maintained in the best working and hygienic condition. Providing guidance for the guest on how to safely use the fitness equipment, ensuring guest satisfaction at all times.
負責接待客人,保證所有的健身設備運作正常及干凈清潔,包括游泳池的水壓、水溫等。指導客人正確使用健身設施,保證客人滿意。
? To ensure the professional attitude of all FC staff and provide the best in guest service that exceeds guest expectations。To maintain a high level of cleanliness and hygiene throughout the facility 。Maintain all equipment in proper working and good working condition。Pay attention to the guest safety at any time。
? 保持與其他主管和員工的良好溝通.及時與經理溝通,,確保健身中心員工為客人提供最好的服務,保持各種設備的清潔衛(wèi)生。維持所有設備的正常運轉,保證各區(qū)域正常運營。時刻關注客人水上安全。
? Check and power on all equipment ,test water temperature &air conditioning
? 檢查所有設備,確保正常運轉。檢查水及室內溫度。
? According to the guest using and follow up at once
? 隨時隨地根據(jù)客人的出入及使用設備情況,做出及時全方位的跟進服務。
? Train the basic life guard to staff.
? 培訓員工基本救護知識
? Spread related hotel information.
? 推廣酒店信息。
? Communicating with membership.
? 會員溝通。
? Organize membership function。
? 組織會員活動。
? Disinfection and cleaning (swimming pool).
? 消毒,吸塵(池內)。
? According to the green hotel requirements to work to save energy and reduce wasting;
? 嚴格按照綠色酒店標準完成工作,節(jié)約能源,減少能耗;
? Attending the training of green hotel working produce and understand the green hotel standards.
? 按時參加綠色酒店相關培訓,熟悉與本崗位相關的綠色酒店環(huán)保標準和知識.
? Build and maintain positive relationships with all internal customers and guests in order to exceed their needs
? 與內部員工和客人建立和維持積極的關系,以便能有效滿足他們的合理需求。
? Take action to address these needs in order to exceed their expectations
? 通過行動滿足他們的需求,甚至超出他們的期望值。
? Adhere to hotel brand standards
? 堅持酒店的品牌標準。
? Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
? 保持產品和服務知識的高水準以便更好向顧客解說、出售酒店的服務及設施。
? Maintain current Hotel information to be able to provide information to guests
? 了解酒店最新的信息以便為客人提供信息服務。
? Implements procedures which enhance the guest experience
? 執(zhí)行程序以便提升客人的感受經歷。
? Communicate well to ensure effective shift hand-over
? 通過良好的交流確保交班工作的順利進行。
? Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication
? 以專業(yè)而積極的方式與部門和酒店員工進行接觸與交流,促進彼此感情,增進團隊精神并保持兩種有效的交流方式。
? Develop potential of others through coaching and development opportunities to build organization capability for the future
? 通過訓練和和培養(yǎng)有潛力的員工以便為將來為人才儲備和組建組織機構做準備。
Required Skills –
技能要求
1. Interpersonal skills to provide overall guest satisfaction.
以較強的人際交往能力提高客人滿意度。
2. Ability to stand , walk and / or sit and continuously perform essential job functions.
能持續(xù)因工作需要的站立,行走等。
3. Ability to operates the gym equipment and swim, Ability to work under pressure and deal with stressful situations during busy period.
懂得使用健身設備及游泳,面對大量工作時,能承受工作壓力,能處理緊急情況。
Qualifications –
學歷
Holds Life Guard Certificate.
具有救生員證
Experience –
經歷
? 2 year experience as fitness trainer or instructor, or an equivalent combination of education and experience.
? 2年健身教練或指導的工作經歷,或與此相當?shù)慕逃拖嚓P工作經驗結合的背景。
PRINCIPAL RESPONSIBILITIES 主要職責
Daily Management and Training日常管理和訓練
·Ensure the Spa & Health Club operating procedures are adhered to
and reviewed on a 3 monthly basis.
確保嚴守水療與健身中心操作程序,并每三個月審核一次。
·Promote and sell all aspects of the Spa: Health & Wellbeing
Memberships, Day Spa packages and treatments, merchandising and retail branded
lines, personal training etc.
全面推銷水療產品及服務,健身和水療會籍、水療日常套餐及護理、推銷規(guī)劃和零售品牌產品系列,私人訓練等。
·Implement daily targets for all Spa
Concierge for retail product sales and report on a daily/weekly basis.
按照給全體水療接待員設定的零售產品銷售每日目標執(zhí)行,并且每日/周相應匯報 。
·Ensure all treatment bookings are entered in to the Spa
Software system. All membership and fitness bookings must also be controlled
via the Spa Reception.
確保各種護理均進入到水療軟件系統(tǒng)。所有會員及健身預訂均須經水療前臺接待處掌控。
·Train all Spa
Concierge team members in upselling techniques.
對全體水療接待員團隊成員進行培訓,以提高促銷技巧 。
·Ensure all treatment clients complete a Lifestyle
Registration sheet and a Find your Element Questionnaire.
確保所有客戶完成生活模式登記表和尋找五行問卷的填寫。
·Induct and train all new Spa Concierge to the highest
standards in line with the Operations Manual.
引導全體新入職水療接待員,并且將其培訓成與運營手冊相一致的高水準員工 。
·Provide on-going training and development for all Spa
Concierge in order to deliver consistently high treatment/brand standards.
對全體水療接待員提供持續(xù)性培訓和發(fā)展機會,以向賓客提供一貫高端的護理/品牌標準 。
·Oversee the Spa
café/Contemplation Corner and serve food and drinks as required.
監(jiān)督水療咖啡館/沉思角,并且按照要求提供食品及飲料 。
·Handle all
telephone enquiries in a professional and courteous manner.
以專業(yè)、禮貌的方式處理所有電話垂詢 。
·Ensure all Spa
Concierge have excellent product knowledge on the treatment menu with each
session entered on their Training Record
確保全體水療接待員具有關于護理菜單的深厚產品知識,并且她們的培訓記錄上要顯示出護理各時段菜單 。
·Be fully aware of the daily treatment/fitness booking schedules and to keep the
Therapy and Fitness teams updated with any changes throughout the day.
充分意識到日常護理/健身預訂安排,并且要讓理療和健身團隊全天隨時對安排進行更新 。
·Ensure that all Spa
Concierge breaks are scheduled around the business demands.
確保根據(jù)業(yè)務需求安排全體水療接待員的休息時段 。
·Ensure the Spa
Concierge has sufficient knowledge to assist clients regarding treatment
bookings and purchasing retail products.
確保水療接待員有充足知識,在護理預訂和采購零售產品上協(xié)助賓客 。
·Submit daily/weekly/monthly reports to the Spa Manager a.
向水療經理呈送日/周/月報 。
·Enforce the guest
registration policy to ensure all members, hotel guests or Day Spa guests using
the fitness and wet facilities have signed in upon arrival.
實行客人登記政策,確保所有使用健身和濕區(qū)設施的會員、酒店客人或日間水療中心客人抵達后先行登記。
·Assist the Spa Manager
in achieving monthly and year-end budgets for the Day Spa a Membership levels.
協(xié)助水療經理完成水療中心會員的各項月度和年度預算 。
·Ensure all guest service brand standards, guest greeting/farewell, use of Guest name,
Elemental Teas etc. are used in order to achieve the highest level of service.
確保執(zhí)行各項賓客服務品牌標準,包括:迎送客人、使用客人姓名、上茶等均達到最高服務水準 。
·Regularly
overview, with the Spa Operations Manager, the appointment schedules, waiting
list, cancellation and no-shows, average treatment spends, plus individual
Therapist takings on treatments and retail sales: taking appropriate action to
ensure revenue opportunities are not being missed.
定期與水療經理檢查預訂日程、侯補名單、取消、爽約的賓客、平均護理花費、各理療護理師收入及零售銷售額。采取適當措施以確保不會錯失收入良機 。
Communication 溝通
·Maintain clear lines of communication with other departments within the Hotel and Spa.
與酒店其他各部門和水療內部保持溝清晰的溝通脈絡 。
·Ensure all enquiries, correspondence and complaints are handled positively and promptly.
確保所有咨詢、函件和投訴均能得到積極、及時處理 。
·Attend the Spa & Health Club daily briefing as required.
按要求出席水療與健身中心每日晨會 。
·Ensure all Spa
Concierge team members complete a detailed handover occurs at the end of each
shift either verbally or via the handover diary.
確保在每個班次結束時,全體水療接待員團隊成員均能通過口頭或交接日志完成詳盡交接 。
Market Intelligence 市場資訊
·Keep up to date
with the industry best practices and latest treatments/services in the market
place.
在市場上保持最新行業(yè)最佳實踐方法和最新各項護理/服務 。
Human Resource Development 人力資源開發(fā)
·Manage the recruitment needs of the Spa Reception in conjunction with the
Spa Manager and HR department.
與水療經理和人力資源部協(xié)作管理水療接待處的各項招聘需求 。
Other 其它
·Report for duty punctually and wear the correct uniform
and name badge.
按時上班,穿著得體制服并佩戴銘牌 。
·Ensure the age
policy for the Spa & Health Club facilities are adhered to.
確保執(zhí)行水療與健康中心年齡政策 。
·Maintain a high
standard of personal appearance and hygiene in line with the hotel and
department grooming standards.
維持高水準個人儀表/衛(wèi)生,要與酒店和部門各項儀容標準吻合 。
·Ensure all
maintenance issues are reported.Check and maintain the Spa ambiance is in line
with brand standards throughout the day.
確保匯報各維修事項。檢查并維持水療氛圍,使其與各項品牌標準一致 。
·Ensure that the Spa
Concierge team members are always well groomed in accordance with the
department standard and are punctual for duty/appointment obligations.
確保水療接待員團隊成員儀表一貫整潔考究,與本部門標準一致,并且準時值班/履約 。
·Maintain client
and company secrets to ensure that all business dealings or personal details are not
discussed with outside parties.
為賓客和公司保密,確保不與酒店以外人員商討一切商業(yè)行為或個人資料 。
·Ensure the hygiene
and cleanliness of the Spa is maintained on a daily basis.
確保日常維持水療衛(wèi)生和清潔度 。
·Ensure that take
break at the scheduled time and as agreed with Spa Reception.
確保按照水療中心接待處安排的時間休息。
·Ensure that rotas/rosters
are submitted to the Spa Manager as per hotel policy
and completed in accordance with the approved budget/staffing guide.
確保按照酒店政策,向水療經理提交值班/輪班資料,并按照批準的預算/人手分配指引完成。
Health and Safety 健康和安全
·Be fully aware of
the Hotel Health and Safety policy and Fire Procedures.
全面了解酒店健康和安全政策及消防程序 。
·Adhere to health and
safety requirements by using safe working practices at all times.
在任何時候都采用安全的工作方式,緊守健康和安全要求。
·Perform any duties
assigned by the Management.
執(zhí)行任何管理層委托的工作。