Head SPA Receptionist

**Job Number** 24078682

**Job Category** Spa

**Location** Nujuma a Ritz-Carlton Reserve, Ummahat Islands 2-3, Red Sea, Saudi Arabia, Saudi Arabia VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

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Schedule services for individuals and large groups using spa/salon reservations software system. Call guests to confirm scheduled services. Answer questions about available services, general property information, and amenities. Update the reservations/cancellations list throughout the day, inform providers of last-minute changes, and resolve scheduling issues as needed by working with supervisor/manager. Check in guests for appointments, confirm first and last name, and provide general spa orientation upon arrival. Record guest preferences and needs by entering information into computer. Promote and sell spa/salon services. Obtain assigned bank, ensure accuracy of contracted monies, and keep bank secure at all times. Process guest payments for spa/salon services and obtain payment authorization as needed. Accept and log cash tips for employees. Balance, scan, and drop receipts with Accounting.

Assist management in training, scheduling, counseling, motivating and coaching employees; serve as a role model. Report accidents, injuries, and unsafe work conditions to manager. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

**CRITICAL TASKS**

**Safety and Security**

Report work related accidents, or other injuries immediately upon occurrence to management.

Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

**Policies and Procedures**

Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.

Protect the privacy and security of guests and coworkers.

Maintain confidentiality of proprietary materials and information.

Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

Follow company and department policies and procedures.

Perform other reasonable job duties as requested by Supervisors.

**Guest Relations**

Thank guests with genuine appreciation and provide a fond farewell.

Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.

Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

Address guests' service needs in a professional, positive, and timely manner.

Assist other employees to ensure proper coverage and prompt guest service.

Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

**Communication**

Speak to guests and co-workers using clear, appropriate and professional language.

Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

Talk with and listen to other employees to effectively exchange information.

Provide assistance to coworkers, ensuring they understand their tasks.

Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

**Assists Management**

Serve as a departmental role model