General
1. Is directly responsible for the day to day key processes in his/her area of work
2. Assists his/her supervisor/Manager in executing the day to day operational requirements
3. Assumestraining responsibilities when required; demonstrates a high degree of standards awareness; promotes teamwork and acts as role model
4. Attends all scheduled training sessions
5. Actively offers operational, employee and customer (internal and external) relatedfeedback to management
6. Displays warmth, care and genuine enthusiasm when dealing with guests and internal customers ; lives the Golden Rule
Departmental
Welcome and acknowledge each and every guest with a smile, eye contact and a friendly verbal greeting, using the guest’s name when possible Coordinates and performs Spa guest arrival, departure and cashiering tasks in accordance with hotel standards; Provides genuine hospitality and recognition in the work area; adheres to hotel credit policies and procedures Possesses a high degree of product knowledge and relevant technical skills; intuitively recommends and effectively up sells Treatments, Membership,Salon Services and Retail Products in a sensitive and personalized manner Keeping a track of Guest/Residence/Members and outside guests Preference Database. Provides individual assistance and accurate information in an effective and timely manner; offers a special touch when an opportunity is presented Anticipates guest needs and takes ownership of guest concerns and requests; acts decisively to ensure guest satisfaction; reports all glitches to Manager for further follow up Handles unexpected situations and emergencies in a composed and intelligent manner and in accordance with hotel policies and procedures Performs any other tasks or projects as assigned by hotel management and staff. Thank guests with genuine appreciation and provide a fond farewell. Assists other employees to ensure proper coverage and prompt guest service.
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