Guest Services Executive - Spa - Jumeirah at Saadiyat Island

About the Job:

An opportunity has arisen for a Guest Services Executive to join our Spa Department in Jumeirah at Saadiyat Island Resort. The main duties and responsibilities of this role:

Answer all incoming phone calls in a professional and friendly manner.
Ensure all email queries are replied to in a professional manner.
Follow up with Marketing, Sales and Reservations on Group Bookings and Package Reservations and that the spa treatments are scheduled accordingly.
Answer all guest questions regarding spa offerings, appointment availability, length, and cost of treatments.
Effectively suggest alternatives to guests if their first requests can not be met.
Schedule appointments in such a way that staff is available to handle all bookings, or work with other Spas to have staff sent in for assistance.
Politely confirm time of appointment and cancellation policy to all guest before ending phone conversations.
Interact with guests, including but not limited to:
a. Dealing with guest complaints.
b. Conducting spa tours.
c. Assisting with spa promotions.
d. Assisting with journalist visits and photo shoots. e. Conducting travel agents site inspections.
f. Presenting complimentary gifts to guest after conducting spa tour.
Assists in the ongoing practice of dialogues in English and Arabic, regarding spa treatments and dialogues during treatments.
To be well informed and educated in all aspects of spa facilities, policies, and procedures.
Supervise completion of tasks regarding all daily check list and delegated tasks as necessary to staff to ensure completion in a timely manner.
Ensure complete preparation of weekly requests of par stocks and supplies.
Ensure Spa Reception Retail area is restocked, and testers are clean, and shelves are clean and presentable.
Ensure Personal Product and Treatment knowledge is kept at the highest level.
Assist in the preparation of reports, including:
a. Staff attendance, sick leave holidays, overtime, therapist’s efficiency reports.
b. Guest complaints, incident reports regarding staff or guest.
c. Monthly Report, KPI/ Statistical
d. Daily Revenue Report, Spa Turn-away Report
e. OTB Reports
f. Email Database
g. Loyal VIP Guest attendance and record
h. Consultation form records updated on spa booker
To have a complete understanding of and adhere to the company’s policy and procedures.
To have a complete understanding of and adhere to the company’s policy related to fire, hygiene, health and safety
To establish good relationship and rapport with guests and colleagues
To ensure the cleanliness and hygiene in work areas
To understand all current activities & promotions within the Spa, Gym & Hotel.
Maintain daily operations, including opening, operating and closing procedures.
To be well educated in all Retail brands Product knowledge.
To have and maintain excellent knowledge of services, benefits of each service and able to give professional explanation and recommendations to the guests.
Participate in any scheduled training programs and attend the internal spa meetings.
Record any incidents / complaints through appropriate channels.
Raising engineering / maintenance and or IT ticket requests via the right channels
Previous experience within a spa environment
Any other duties as may reasonably be requested by the management.

About you:

The ideal candidate for this position will have the following experience and qualifications:

1-2 years experience in same position in luxury spa environment.
Microsoft Office Package software Proficiency