Job Description

Spa & Gym Receptionist - Hilton Kuala Lumpur

Position Statement:

You are an important part of our team

and must perform all duties in an enthusiastic, professional, friendly, courteous and helpful way. In this leadership role, you must set an example by maintaining a neat, healthy appearance and be physically fit. You should be familiar with all aspects of the Spa & Gym and uphold all the Spa & Gym's rules, terms, conditions, events and programs.

Position Summary:

1. To maintain a high

guest service focus

by approaching your job with the guests always in mind and being proactive in a timely manner towards their needs and requests.


2. To have a

positive impact

, taking personal responsibility and initiative to resolve issues, always clearly communicating with both guests and colleagues.


3. To be

motivated and committed

, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.


4. To be

flexible

, responding quickly and positively to changing requirements including the performance of any tasks requested of you.


5. To maintain high

Team focus

by showing co-operation and support to colleagues in the pursuit of team goals.


6. To

contribute

ideas and suggestions to enhance operational/environmental procedures in the Resort.


7. To actively

promote the services

and facilities of the HILTON Kuala Lumpur and the HILTON Hotels and Resorts to guests and suppliers of the Hotel.


8. To perform all duties and responsibilities in a manner that ensures

your safety

and

that of others

in your workplace.


9. To ensure that

the Hilton's Brand and Service Delivery Standards

are fully implemented and demonstrated by all Members of the Team.

Quality

To be fully familiar with the to follow these standards of service as they apply to the Spa Department. Follows Hilton's operating standards at all times in the spa environment. To have a complete understanding of the Hilton Kuala Lumpur's Team Members Handbook and to adhere to the rules and regulations of the Hotel. To maintain a high standard of personal appearance and hygiene at all times by adhering to the Hilton Kuala Lumpur's Grooming Standards To have a complete understanding of and adhere to the Hotel's policy relating to fire, hygiene, health and safety To ensure high standards of cleanliness in the department. To remain up to date with local and international trends in the health and leisure services through internet, magazines and other applicable media To have a thorough knowledge of all spa treatments, services, holistic therapies, fitness services and retail products available in the Spa and Fitness Department

Customer

To keep up-to-date with the SALT (Satisfaction and Loyalty Tracking) results and to seek to positively influence these results by following the Hilton's Service Delivery standards. To maintain a high guest service focus through a "

Can Do (Vibrant =Star).

.." & flexible attitude. To always provide guests with an enjoyable and memorable experience Constantly strive to increase guest satisfaction through quality, creativity, range and value for money available throughout the property. Research and recommend new products & treatments To have a thorough knowledge of all well-being services in your department as well as other applicable services offered by the Hotel. To ensure maximum room and therapist occupancy at all times To help guests choose their spa treatments - focusing on up selling and re-booking To follow-up with guests, ensuring that had a memorable experience To correctly and appropriately book guest treatment in the Spa Software system To analyze Spa Software bookings, minimizing lost time To look after the retail service as and when required To restock retail as and when required To reconfirm with customers and guests the details of their requested treatments at all times. To book treatments and services as appropriate for guests and assist in planning a schedule for them throughout their stay. To prep treatments as and when required To assist with Spa Presentation and tours. To provide a courteous, efficient and professional service at all times. To be fully aware of current and future services offered by the Hotel and to make suggestions for improvement, expansion or creation of new services. To remain up to date with local and international trends in the beauty, health and leisure services through internet, magazines and other applicable media To look after guest complaints and report complaints to Spa & Gym Manager * To perform other duties as directed by Spa & Gym manager