DUTIES & RESPONSIBILITIES

PEOPLE

• Demonstrate exceptional customer service skills in handling guest enquiries, requests, and concerns, consistently exceeding guest expectations.
• Collaborate closely with the Spa Manager and other team members to ensure effective communication and coordination within the spa and leisure department.
• Fostering a welcoming atmosphere at the spa area, embodying a culture of hospitality and professionalism.
• Provide guidance and support to new team members during their onboarding process, aiding in their understanding of company policies, procedures, and service standards.
• Participate actively in RBH's comprehensive induction program, completing assigned modules to uphold RBH standards and enhance professional development.
• To always maintain personal hygiene standards.

PROFIT

• To learn all product knowledge to aid in promoting products and services.
• To adhere to any sales initiatives all company sales initiatives to increase the upsell of sales opportunities.
• Maximise revenue opportunities by upselling hotel amenities, services, and the food & beverage options.

QUALITY

• Maintain all treatment rooms to the highest standard of cleanliness and hygiene in according to company standards.
• Support all members of the Team to achieve and maintain standards to the highest possible level in terms of respectful service, hygiene, and health & safety.
• To wear the correct uniform in good condition whilst on duty and to take care of your uniform when off-duty.
• Provide training to new spa team members with effective guest interaction, product knowledge, and support when managing guest queries.
• Address guest complaints and concerns promptly and professionally, seeking resolution to ensure guest satisfaction and loyalty.
• Liaise with other departments to fulfil guest requests and resolve issues effectively, maintaining open communication channels to ensure seamless guest experiences.
• Proactively anticipate guest needs and preferences, providing personalized recommendations and assistance to enhance their experience in the spa.
• Report any defects in equipment, damage or general wear and tear.

GENERAL

• Adhere strictly to company codes of conduct, policies, and procedures, maintaining integrity and professionalism in all guest and team interactions.
• Demonstrate a comprehensive understanding of health, hygiene, and safety protocols, ensuring adherence to all statutory requirements.
• Collaborate effectively with colleagues across departments to enhance guest satisfaction and contribute to revenue growth.
• To have a flexible attitude to handling additional tasks as directed by the Spa Manager to meet operational needs.
• To adhere to our Smile Training policy deadlines to ensure your health & safety

I confirm that I have read and agreed to this Job Description outlining the primary duties of my role.

Employee Name (print)____________________

Employee Signature_______________________

Date___________________________________

DUTIES & RESPONSIBILITIES

PEOPLE

• Demonstrate exceptional customer service skills in handling guest enquiries, requests, and concerns, consistently exceeding guest expectations.
• Collaborate closely with the Spa Manager and other team members to ensure effective communication and coordination within the spa and leisure department.
• Fostering a welcoming atmosphere at the spa area, embodying a culture of hospitality and professionalism.
• Provide guidance and support to new team members during their onboarding process, aiding in their understanding of company policies, procedures, and service standards.
• Participate actively in RBH's comprehensive induction program, completing assigned modules to uphold RBH standards and enhance professional development.
• To always maintain personal hygiene standards.

PROFIT

• To learn all product knowledge to aid in promoting products and services.
• To adhere to any sales initiatives all company sales initiatives to increase the upsell of sales opportunities.
• Maximise revenue opportunities by upselling hotel amenities, services, and the food & beverage options.

QUALITY

• Maintain all treatment rooms to the highest standard of cleanliness and hygiene in according to company standards.
• Support all members of the Team to achieve and maintain standards to the highest possible level in terms of respectful service, hygiene, and health & safety.
• To wear the correct uniform in good condition whilst on duty and to take care of your uniform when off-duty.
• Provide training to new spa team members with effective guest interaction, product knowledge, and support when managing guest queries.
• Address guest complaints and concerns promptly and professionally, seeking resolution to ensure guest satisfaction and loyalty.
• Liaise with other departments to fulfil guest requests and resolve issues effectively, maintaining open communication channels to ensure seamless guest experiences.
• Proactively anticipate guest needs and preferences, providing personalized recommendations and assistance to enhance their experience in the spa.
• Report any defects in equipment, damage or general wear and tear.

GENERAL

• Adhere strictly to company codes of conduct, policies, and procedures, maintaining integrity and professionalism in all guest and team interactions.
• Demonstrate a comprehensive understanding of health, hygiene, and safety protocols, ensuring adherence to all statutory requirements.
• Collaborate effectively with colleagues across departments to enhance guest satisfaction and contribute to revenue growth.
• To have a flexible attitude to handling additional tasks as directed by the Spa Manager to meet operational needs.
• To adhere to our Smile Training policy deadlines to ensure your health & safety

I confirm that I have read and agreed to this Job Description outlining the primary duties of my role.

Employee Name (print)____________________

Employee Signature_______________________

Date___________________________________