Spa Butler-Receptionist. Department: Junior Supervisor. Objective:

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1 Job Title: Department: Level: Responsible to: Responsible for: Spa Butler-Receptionist Spa Junior Supervisor Spa Supervisor Attendants Objective: The Spa Butler as guided by the Spa Manager will maintain the standards of So Spa etiquette and service in all interactions with guests and staff. Responsible for overseeing daily aspects of all guest services areas including customer service, scheduling and yield management for all arriving and in-house guests. Maintain current knowledge of all spa services, pricings, offerings, schedules, specials and other services provided at the spa. Set the example by using proper etiquette and professionalism at all times. Look for every opportunity to suggest new and enhanced guest experiences, to encourage positive staff behaviour, and to direct effectively. Communicate housekeeping and maintenance needs to the relevant departments. Assist operational team members where needed in all aspects of the business operation. Practice methods which comply with health and hygiene guidelines and ensure cleanliness meets Standard Operating Procedures in all areas of the spa. Main Duties: Administration Attend all staff meetings. Attend all safety meetings. Provide constructive feedback to staff to promote a positive work environment. Assure that yield management and operational techniques are applied to scheduling and booking appointments. Maintain a daily activity log. Review and respond to previous day s activity logs. Observe all departmental safety procedures and protocols. Schedule departmental safety meetings. Financial and Revenue Responsibilities Present and review performance numbers to Spa Manager on a daily basis. Review analysis of data pertaining to financial business performance on a weekly basis with Spa Manager. Establish and maintain retail targets as a percentage of revenues in conjunction with the Spa Manager. Conduct retail sales and posting charges. Review business analysis reports and implement action in conjunction with the Spa Manager to ensure maximum returns.

2 Assist the Spa Manager with preparation of incentives for the front of house team. Training and Human Resources Management Conduct training for the staff in accordance to the Annual Training Plan. Ensure that the standards of all services and operations performed are as set in the So Spa standard operating procedures manual. Ensure continuous education is undertaken, recorded and monitored to all employees under the positions scope of supervision. Maintain line-employee development programs that encourage internal promotions and professional development. Attend training sessions whenever required to regularly deliver updated operations knowledge to the team. In conjunction with the Spa Manager implement effective follow up measures to ensure efficiency and optimal staff performance. Attend departmental meetings; in the absence of the Spa Manager conduct these meetings. Attend all product and treatment education courses. Provide staff mentoring when required. Guest Service Responsibilities Maintain positive guest relations at all times, including in-house guests, day guests, and telephone inquiries. Accommodate VIP guest preferences and special requests. Practice professionalism in every situation with management, guests and employees, treating each person with respect and integrity. Maintain positive guest relations at all times, including in-house guests, day guests, and telephone inquiries. Maintain the confidentiality policy for all spa guests and employees. Communicate guest preferences to relevant departments and employees. Personally greet all incoming VIP guests and provide in the absence of the Spa Manager a tour of facility. Answer any guest s billing questions or concerns, provide rational and reasonable solutions and resolve disputes in a prompt and professional manner. Receive and respond to all guest concerns, comments or complaints with discretion and urgency. Inquire as to the guest experience and level of satisfaction with treatments and services. Manage the So Spa guest satisfaction survey. Monitor and advise all guest services personnel to ensure they are conducting business according to the So Spa Standard Operating Procedures. Maintain guest history files. Issue amenity requests and room service orders for VIP s and return guests. Communicative Communicate effectively to ensure optimum operational performance between spa personnel facilitating daily briefings with spa staff and weekly / monthly meetings together with the Spa Manager. Maintain continuous communication with housekeeping and engineering in regards to cleaning and maintenance requests

3 Operations Provide bespoke guest service to every guest who enters the spa as per the So Spa Standard Operating Procedures Escort guests throughout the spa ensuring that their needs are met at every stage Pro actively up sell, cross sell, switch sell, repeat book and retail to each guest Work with the Spa Manager to establish initiatives for working with other departments with regards to human resources, marketing, and sales. Implement standard operating procedures for both the spa and gymnasium to encourage standard practices and operational efficiencies. Review all upcoming appointments and treatments ensuring that the scheduling system is being maximized and that you are aware of all VIP and repeater in house guests. Practice a clean as you go approach to work areas. Handle emergency situations with urgency and discretion. Organizing job tasks to front of house spa personnel as suited to their position and ability. Check that all areas of the spa are set as per the standard operating manual. Evaluate operations and procedures and implement improvements in conjunction with the Spa Manager. Maintain working knowledge of the following: Spa reservations system Point-of-sale system Telephone and paging/intercom system So Spa and Sofitel policies, procedures, amenities and services. Sofitel organization chart So Spa operating hours Spa menus, including a la carte services, signature treatments, packages, etc. Pricing, fees and charges for all spa services Treatment room types, décor, locations and amenities Daily appointments, arrival of guests, availability of appointments, specials, etc. Directions to spa, check-in procedures Retail brands, product lines, services and special promotion Ensure that public and private areas are in impeccable physical condition and well maintained. Ensure all retail items are presented as per the So Spa Standard Operating Procedures. Rotate all merchandise when stocking shelves Put orders away in proper locations of storage rooms Stock the retail area Conduct cycle counts of inventory. Miscellaneous May be required to perform a combination of the following operationally supportive functions, with the percentage of time performing each function to be solely determined by So Spa & Sofitel management based upon the particular requirements of the spa: assist with all areas of the spa facility, guest treatments, administrative duties, training and meetings. Develop a complete understanding of and adhere to So Spa s and Sofitel employee policies and regulations. Maintain knowledge of current trends in the spa industry, with a complete understanding of the latest treatment modalities, professional product lines, retail and consumer product lines and equipment.

4 Protect the rights of all So Spa and Sofitel intellectual property. Maintain a professional appearance at all times, adhering to departmental grooming standards and dress in full uniform at all times. Maintain the confidentiality policy for all spa guests and employees. Health and Safety Ensure that all potential and real Hazards are reported immediately and rectified Be fully conversant with all departmental Fire, Emergency and Bomb procedures Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc. Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others General Duties To be fully conversant with: Hotel fire procedures Hotel and Company Security procedures Hotel Health and Safety policy and procedures Hotel Facilities and attractions Hotel standards of operation and departmental procedures Methods of accepted payment of the company Short and long term company marketing promotions Note This document reflects the job content at time of writing and will be subject to periodic change in the light of changing operational and environmental requirements. Such changes will be discussed with the job holder and the job description amended accordingly. Employee Name: Signed Employee: Date:

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