SPA Receptionist
Job Description
<strong>Organization- Hyatt Regency Aqaba Ayla</strong><p><br></p><strong>Summary</strong><p><br></p><strong> Job Responsibilities </strong> : <ul><li> Answer telephone inquiries promptly and professionally and channel to appropriate department for assistance. </li><li> Greet members and guests in a friendly and efficient manner. </li><li> Escort guest if needed. </li><li> Be knowledgeable about all aspects of the facility. </li><li> Provide information and literature of facility in person and via telephone. </li><li> Control entry into all areas of facility by restricting all unauthorised individuals. </li><li> Collect cash or other suitable payment from clients for all services rendered. </li><li> Operate Point of Sale system. </li><li> Treatment bookings/scheduling </li><li> Secretarial duties </li><li> Exercise thorough knowledge of opening and closing procedures. </li><li> Give tours of spa, as required. </li><li> Ensure smooth operation of receptions </li><li> Respond to inquiries by phone and in person, providing complete details of all club aspects. </li><li> Handle special assignments. </li><li> Co‑ordinate sales packets, when needed. </li><li> Maintain office files. </li><li> Assist in the administration and implementation of staff training in reception operations i.e. Business telephone usage, Guest relations, Spa services (massage, loofah, facial, etc.), Retail sales. </li><li> Assist in the operation of all spa departments:</li><ul><li> Fitness </li><li> Front Desk/Receptions </li><li> Boutique </li><li> Sales and Marketing </li><li> Facility Operations </li></ul><li> Maintain inventory and stock of all reception materials. </li></ul><p><br></p><strong> Administrative Duties: </strong><p><br></p><ul><li> Effective coverage of both receptions. </li><li> Adherence to Standard Operating Procedures Manual. </li><li> To maintain inventory of supplies for the administration of the reception. </li><li> To maintain accurate records as required by regulations. </li><li> To attend weekly/ monthly spa departmental communication meetings. </li></ul><p><br></p><strong> Health and Safety: </strong><p><br></p><ul><li> Follow and ensure that all employees follow all safety procedures and practices. </li><li> Adherence to Spa department Emergency Procedures/Safety Manual. </li><li> Ensure all departments adhere to all safety practices of the hotel. </li></ul><p><br></p><strong> Financial Responsibilities: </strong><p><br></p><ul><li> Maintain the reception in peak condition at all times while adhering to all aspects of the operations budget, including payroll. </li><li> Maintain accurate accounting procedures for cash transactions and reconcile all transactions at the end of the work shift. </li></ul><p><br></p><strong> Employee Relations: </strong><p><br></p><ul><li> To ensure the Reception department maintains a positive relationship with all departments in the Spa and Hotel. </li><li> To ensure employees have a complete understanding of and adhere to the hotel’s policy relating to safety. </li><li> To ensure all employees adhere to all hotel standards as stated in the employee handbook. </li></ul><p><br></p><strong> Guest Service: </strong><p><br></p><ul><li> To ensure the facility is in peak condition at all times (operations and cleanliness). </li><li> To ensure guest/member satisfaction at all times by ensuring that safety and service is always the Spa’s first priority. </li></ul><p><br></p><strong> Other Duties: </strong><p><br></p><ul><li> Ensure cross‑training of all employees in Spa Reception department and to facilitate training in other spa departments. </li><li> To carry out any other duties and responsibilities as assigned. </li></ul><p><br></p><strong> Operational </strong><p><br></p><ul><li> To provide courteous, professional, efficient and flexible service at all times, following Grand Hyatt Abu Dhabi’s Standards of Performance. </li><li> To perform all duties and tasks in the assigned Place of Work as perDepartmental Task Lists. Please note that Master Task Lists are reviewed and changed on a regular basis reflecting change in trends, guest expectations and operating philosophies. </li><li> To attend to all guests who approach the Spa Reception with a smile. </li><li> To have full working knowledge and capability to supervise, correct and demonstrate all duties and tasks in the assigned Place of Work </li><li> To be entirely flexible and be able to be rotated within the different sub departments of the Rooms Division or any other Department of the hotel as assigned and as necessary. </li><li> To adhere to the telephone procedure of handling calls. </li><li> To be aware of all hotel activities. </li><li> To hand over the pending points for the next shift for proper follow up and action. </li><li> To balance the cash report and remittance envelope at the end of the shift. </li><li> To perform all duties and tasks when rotated or assigned to another Department as per Master Task List for that Department . </li><li> To be fully conversant with all services and facilities offered by the hotel. </li><li> To perform opening and closing procedures established for the Place of Work as assigned. </li><li> To ensure that the Assistant Manager – Club signs all rebates. They should be clearly explained and supported. </li><li> To have a thorough understanding and knowledge of all Rooms related services and products and the ability to up sell alternatives. </li><li> To ensure that the Place of Work and surrounding area is kept clean and organized at all times. </li><li> To monitor operating supplies and reduce spoilage and wastage. </li><li> To handle guest enquiries in a courteous and efficient manner and report guest complaints or problems to supervisors if no immediate solution can be found and assure follow up with guests. </li><li> To follow up on guest comment and complaints. </li><li> To ensure that the guests are offered the highest level of personalized service at all times. </li><li> To ensure an effective and regular communication with Housekeeping. </li><li> To check and coordinate the allocation of treatment rooms for all guests and follow up on the special requirements requested by the guest that it is met. </li><li> To actively participate in administrating the guest recognition and guest retention programs, in liaison with the Director of Rooms. </li><li> To be aware of the rooms situation and strive to obtain maximum occupancy </li><li> To meet, greet and escort all guests to the treatment rooms upon arrival in the Spa. </li><li> To be able to explain and show the guests all the facilities in the Spa. </li><li> To ensure that all departmental reports and correspondence are completed punctually and accurately </li></ul><p><br></p><strong> General </strong><p><br></p><ul><li> To understand and strictly adhere to the Rules & Regulations established in the Employees Handbook and the Hotel’s policy on Fire, Hygiene, Health and Safety. </li><li> To report for duty punctually wearing the correct uniform and nametag at all times as per Grand Hyatt Abu Dhabi grooming standards. </li><li> To maintain a high standard of personal appearance and hygiene at all times. </li><li> To maintain a good rapport and working relationship with staff in the Place of Work and all other departments. </li><li> To attend and contribute to all staff meetings, Departmental and Hotel training as scheduled and other related activities. </li><li> To fully support the Departmental Trainers function in the Department assigned. </li><li> To undertake any reasonable tasks and secondary duties as assigned by the Assistant Manager. </li><li> To respond to any changes in the place of work as dictated by the hotel. </li><li> To project at all times a positive and motivated attitude and exercise self-control. </li><li> To have a complete understanding of the Income Audit Section in the Operations Manual and Policies & Procedures. </li></ul><p><br></p><strong> Occasional Duties: </strong><p><br></p><ul><li> To assist in carrying out quarterly, bi-yearly, and annual inventory of operating equipment. </li><li> To carry out any other reasonable duties and responsibilities as assigned. </li></ul><p><br></p><strong>Qualifications</strong><p><br></p><strong> Job Responsibilities </strong> : <ul><li> Answer telephone inquiries promptly and professionally and channel to appropriate department for assistance. </li><li> Greet members and guests in a friendly and efficient manner. </li><li> Escort guest if needed. </li><li> Be knowledgeable about all aspects of the facility. </li><li> Provide information and literature of facility in person and via telephone. </li><li> Control entry into all areas of facility by restricting all unauthorised individuals. </li><li> Collect cash or other suitable payment from clients for all services rendered. </li><li> Operate Point of Sale system. </li><li> Treatment bookings/scheduling </li><li> Secretarial duties </li><li> Exercise thorough knowledge of opening and closing procedures. </li><li> Give tours of spa, as required. </li><li> Ensure smooth operation of receptions </li><li> Respond to inquiries by phone and in person, providing complete details of all club aspects. </li><li> Handle special assignments. </li><li> Co‑ordinate sales packets, when needed. </li><li> Maintain office files. </li><li> Assist in the administration and implementation of staff training in reception operations i.e. Business telephone usage, Guest relations, Spa services (massage, loofah, facial, etc.), Retail sales. </li><li> Assist in the operation of all spa departments:</li><ul><li> Fitness </li><li> Front Desk/Receptions </li><li> Boutique </li><li> Sales and Marketing </li><li> Facility Operations </li></ul><li> Maintain inventory and stock of all reception materials. </li></ul><p><br></p><strong> Administrative Duties: </strong><p><br></p><ul><li> Effective coverage of both receptions. </li><li> Adherence to Standard Operating Procedures Manual. </li><li> To maintain inventory of supplies for the administration of the reception. </li><li> To maintain accurate records as required by regulations. </li><li> To attend weekly/ monthly spa departmental communication meetings. </li></ul><p><br></p><strong> Health and Safety: </strong><p><br></p><ul><li> Follow and ensure that all employees follow all safety procedures and practices. </li><li> Adherence to Spa department Emergency Procedures/Safety Manual. </li><li> Ensure all departments adhere to all safety practices of the hotel. </li></ul><p><br></p><strong> Financial Responsibilities: </strong><p><br></p><ul><li> Maintain the reception in peak condition at all times while adhering to all aspects of the operations budget, including payroll. </li><li> Maintain accurate accounting procedures for cash transactions and reconcile all transactions at the end of the work shift. </li></ul><p><br></p><strong> Employee Relations: </strong><p><br></p><ul><li> To ensure the Reception department maintains a positive relationship with all departments in the Spa and Hotel. </li><li> To ensure employees have a complete understanding of and adhere to the hotel’s policy relating to safety. </li><li> To ensure all employees adhere to all hotel standards as stated in the employee handbook. </li></ul><p><br></p><strong> Guest Service: </strong><p><br></p><ul><li> To ensure the facility is in peak condition at all times (operations and cleanliness). </li><li> To ensure guest/member satisfaction at all times by ensuring that safety and service is always the Spa’s first priority. </li></ul><p><br></p><strong> Other Duties: </strong><p><br></p><ul><li> Ensure cross‑training of all employees in Spa Reception department and to facilitate training in other spa departments. </li><li> To carry out any other duties and responsibilities as assigned. </li></ul><p><br></p><strong> Operational </strong><p><br></p><ul><li> To provide courteous, professional, efficient and flexible service at all times, following Grand Hyatt Abu Dhabi’s Standards of Performance. </li><li> To perform all duties and tasks in the assigned Place of Work as perDepartmental Task Lists. Please note that Master Task Lists are reviewed and changed on a regular basis reflecting change in trends, guest expectations and operating philosophies. </li><li> To attend to all guests who approach the Spa Reception with a smile. </li><li> To have full working knowledge and capability to supervise, correct and demonstrate all duties and tasks in the assigned Place of Work </li><li> To be entirely flexible and be able to be rotated within the different sub departments of the Rooms Division or any other Department of the hotel as assigned and as necessary. </li><li> To adhere to the telephone procedure of handling calls. </li><li> To be aware of all hotel activities. </li><li> To hand over the pending points for the next shift for proper follow up and action. </li><li> To balance the cash report and remittance envelope at the end of the shift. </li><li> To perform all duties and tasks when rotated or assigned to another Department as per Master Task List for that Department . </li><li> To be fully conversant with all services and facilities offered by the hotel. </li><li> To perform opening and closing procedures established for the Place of Work as assigned. </li><li> To ensure that the Assistant Manager – Club signs all rebates. They should be clearly explained and supported. </li><li> To have a thorough understanding and knowledge of all Rooms related services and products and the ability to up sell alternatives. </li><li> To ensure that the Place of Work and surrounding area is kept clean and organized at all times. </li><li> To monitor operating supplies and reduce spoilage and wastage. </li><li> To handle guest enquiries in a courteous and efficient manner and report guest complaints or problems to supervisors if no immediate solution can be found and assure follow up with guests. </li><li> To follow up on guest comment and complaints. </li><li> To ensure that the guests are offered the highest level of personalized service at all times. </li><li> To ensure an effective and regular communication with Housekeeping. </li><li> To check and coordinate the allocation of treatment rooms for all guests and follow up on the special requirements requested by the guest that it is met. </li><li> To actively participate in administrating the guest recognition and guest retention programs, in liaison with the Director of Rooms. </li><li> To be aware of the rooms situation and strive to obtain maximum occupancy </li><li> To meet, greet and escort all guests to the treatment rooms upon arrival in the Spa. </li><li> To be able to explain and show the guests all the facilities in the Spa. </li><li> To ensure that all departmental reports and correspondence are completed punctually and accurately </li></ul><p><br></p><strong> General </strong><p><br></p><ul><li> To understand and strictly adhere to the Rules & Regulations established in the Employees Handbook and the Hotel’s policy on Fire, Hygiene, Health and Safety. </li><li> To report for duty punctually wearing the correct uniform and nametag at all times as per Grand Hyatt Abu Dhabi grooming standards. </li><li> To maintain a high standard of personal appearance and hygiene at all times. </li><li> To maintain a good rapport and working relationship with staff in the Place of Work and all other departments. </li><li> To attend and contribute to all staff meetings, Departmental and Hotel training as scheduled and other related activities. </li><li> To fully support the Departmental Trainers function in the Department assigned. </li><li> To undertake any reasonable tasks and secondary duties as assigned by the Assistant Manager. </li><li> To respond to any changes in the place of work as dictated by the hotel. </li><li> To project at all times a positive and motivated attitude and exercise self-control. </li><li> To have a complete understanding of the Income Audit Section in the Operations Manual and Policies & Procedures. </li></ul><p><br></p><strong> Occasional Duties: </strong><p><br></p><ul><li> To assist in carrying out quarterly, bi-yearly, and annual inventory of operating equipment. </li><li> To carry out any other reasonable duties and responsibilities as assigned.</li></ul>
