AWAY Welcome Agent 水疗中心接待员

Purpose  of role: 
工作职能
 
Assist with the smooth running  of the AWAY SPA, guest escort and day-to-day operations by providing a high  standard of professional, efficient and quality service to all Members, Hotel  Guests and AWAY SPA Guests.
 
协助确保AWAY SPA的正常运营，以客人为中心并确保为所有的会员，酒店客人以及AWAY SPA 的客人提供高标准，专业有效的服务。
 
 
Key responsibilities:
主要职责
 
% of Time Spent
 
5%
1.             Day to Day Management  and Training
日常管理及培训
 
·          Follow the AWAY SPA operating procedures are adhered to and provide  feedback to the Spa Supervisor in order to fine tune the standards where  applicable.
遵守AWAY SPA的运营程序如有需要回馈给Spa主管
·          To promote and sell all aspects of the Spa; Sweat and Memberships,  Gift cards sales, Day Spa packages and treatments, merchandising and retail  branded lines, personal training etc.
促销和销售所有水疗相关产品，水疗健身房及泳池会员卡，礼品卡，水疗套餐和项目，零售品牌产品及私人培训健身课程等
·          Achieve the  daily targets for retail product sales and discuss with the Team Leader on a  daily / weekly basis.
通过每天/每周与同事的讨论一起完成每天/每周的销售目标。
·          Achieve the  daily and monthly targets for treatment services and discuss with the Team  Leader on a daily / weekly basis.
通过每天/每周与同事的讨论一起完成每天/每月的销售目标。
·          Ensure all  treatment bookings are entered in to the Spa Software system. All membership  must also be controlled via the Spa Reception.
确保所有的预定信息及时在水疗电脑系统中登记。同时水疗接待要掌握所有的会员信息
·          Attend training  in up selling techniques and implement these sales tools as part of the Spa  Journey.
参加销售培训并且在实际工作中运用所学技巧
·          Ensure all treatment clients complete a check-in sheet.
保证所有做护理的客人完成登记表
·          Assist with all ordering and stock taking procedures as the Purchasing  HID.
按照采购程序协助所有的订购和盘点
·          Handle all  telephone enquiries in a professional and courteous manner.
专业礼貌的处理所有的电话询问。
·          Ensure you  have sufficient knowledge to assist clients regarding treatment bookings and  purchasing retail products.
确保有足够的知识来协助客人关于产品的预定及购买。
·          Complete  regular training with the Team Leader and Spa Trainer on the treatment menu  and retail product knowledge with each session entered on their Training  Record
在领班或水疗培训师的带领下完成关于护理目录和产品知识的培训，并做好培训记录。
·          To be fully  aware of the daily treatment schedules and to keep the Therapy updated with  any changes throughout the day.
充分安排好每天的班次并保证根据需要及时调整。
 
·          Ensure that you take your break at the scheduled time around the  business demands.
确保自己根据工作需要调整班次
·          Process all client bills accurately and adhere to the cash handling  procedures as per the Finance HID.
严格按照财务程序要求精确的处理客人的账单。
·          Enforce the guest registration policy to ensure all Members and  member’s guest signed in upon arrival.
执行客人登记以保证所有的会员和会员的客人在到来时签名
·          To assist the Spa Director in achieving monthly and year-end budgets  for the AWAY SPA and Sweat/Wet Membership levels.
协助水疗总监完成每月/每年的关于 Away Spa，健身房及泳池的会员级别目标。
·          Ensure all  guest service brand standards; Guest greeting / farewell, use of Guest name,  etc. is used in order to achieve the highest level of service.
保证对客服务标准；对客人的问候/告别，使用客人的姓名等来实现高标准的服务。
·          Tour prospective members around the Spa in accordance with the  business requirements.
根据工作要求带领潜在会员参观Spa。
·          Ensure the  retail products and merchandising items are stocked and displayed throughout AWAY  SPA and Sweat.
确保零售产品的库存及在水疗和健身房内的陈列
 
2.         Communication
沟通
·          Maintain clear lines of communication with the Spa Supervisor and  other key departments within the Hotel and Spa.
与Spa主管及酒店其他主要部门保持良好的沟通。
·          Attend Hotel Meetings as required.
如需要需参加酒店会议。
·          Complete a detailed handover at the end of each shift either verbally  or via the handover diary.
确保在班次结束时与下个班次同事有效的完成交接工作。
·          Attend regular one to one meetings with the Team Leader.
参加与团队领导的面对面的会议
·          Attend the Spa daily brief as required.
如需要需参加Spa的每日例会。
Assist to the Spa  Director for translation if required (Spa director is foreigner )
如有需要，协助水疗总监进行翻译（当水疗总监是外国人）
10%
3.         Market Intelligence
市场情况
·           Keep up to date with the industry best practices and latest treatments  / services in the market place.
及时更新行业内最新最好的服务项目及体验
 
4.         Human Resource  Development
人力资源发展
·          Participate in trade tests for  Therapist 2nd interviews if required (treatment model only).
·          如有需要，在第二轮面试进行理疗技能测试（仅针对需作为护理练习模特的人）
 
10%
5.         Other
其他
·          Report for duty punctually and wearing the correct wardrobe and as per  the Human Resource’s manual.
按照人力资源部的要求开展工作并且合理着装。
·          Ensure the age policy for the AWAY SPA facilities are adhered to as  per the Operations Manual.
·          Maintain a high standard of personal appearance and hygiene in line  with the Hotels and department grooming standards.
严格按照酒店和部门标准要求仪容仪表并保持干净整洁。
·          Check and maintain the Spa ambiance is in line with brand standards  throughout the day.
检查并保持Spa工作环境与品牌要求一致
·          Ensure that you are punctual for duty / appointment obligations.
确保工作的准时性
·          Apply a courteous and professional approach towards Guest and team  members at all times and be highly visible around the Spa.
为客人及同事提供专业的良好的服务及工作氛围。
·          Maintain client and company confidentiality, ensuring all business  dealings or personal details are not discussed with outside parties.
保持工作机密性，确保工作及客人个人信息的安全。
·          Ensure the hygiene and cleanliness of the Spa is maintained on a day  to day basis.
确保Spa每日进行清洁与消毒。
·          Work ‘5’  days out of ‘2’ days on a rota basis in accordance with local labour  legislation and the fluctuating demands of the business.
在轮班制的基础上根据运营需要和本地法规工作5天休息2天
·          Ensure all maintenance issues are reported via the FCS system
确保所有的维修情况记录在FCS系统。.
·          Carry out  opening and closing duties as required.
根据需要展开和结束工作。
·          Ensure that  the cancellation, no-show and waiting list procedures of the Spa are adhered  to on a daily basis.
保证每日所有的取消，失约和等待名单按程序处理
·          This job description is intended to be a guide to the most regularly  performed duties; it does not form part of your contract of employment and is  subject to amendment and change as may be considered necessary from time to  time.
这份职位表述只是一个日常工作职责的纲要，并非劳动合同，其中内容会根据需要而变更。
 
 
6.         Health and Safety
健康与安全
·          Be fully aware of the Hotel Health and Safety policy and Fire  Procedures
完全了解酒店的健康及安全政策以及防火程序
·          Adhere to health and safety requirements by using safe working  practices at all times.
             严格按照安全工作程序要求，确保健康安全的工作。