Head Spa Receptionist

Job Number 24078682
Job Category Spa
Location Nujuma a Ritz-Carlton Reserve, Ummahat Islands 2-3, Red Sea, Saudi Arabia, Saudi Arabia VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

POSITION SUMMARY

Schedule services for individuals and large groups using spa/salon reservations software system. Call guests to confirm scheduled services. Answer questions about available services, general property information, and amenities. Update the reservations/cancellations list throughout the day, inform providers of last-minute changes, and resolve scheduling issues as needed by working with supervisor/manager. Check in guests for appointments, confirm first and last name, and provide general spa orientation upon arrival. Record guest preferences and needs by entering information into computer. Promote and sell spa/salon services. Obtain assigned bank, ensure accuracy of contracted monies, and keep bank secure at all times. Process guest payments for spa/salon services and obtain payment authorization as needed. Accept and log cash tips for employees. Balance, scan, and drop receipts with Accounting.

Assist management in training, scheduling, counseling, motivating and coaching employees; serve as a role model. Report accidents, injuries, and unsafe work conditions to manager. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

CRITICAL TASKS

Safety and Security

Report work related accidents, or other injuries immediately upon occurrence to management.

Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

Policies and Procedures

Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.

Protect the privacy and security of guests and coworkers.

Maintain confidentiality of proprietary materials and information.

Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

Follow company and department policies and procedures.

Perform other reasonable job duties as requested by Supervisors.

Guest Relations

Thank guests with genuine appreciation and provide a fond farewell.

Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guests name when possible.

Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.

Anticipate guests service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

Address guests service needs in a professional, positive, and timely manner.

Assist other employees to ensure proper coverage and prompt guest service.

Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

Communication

Speak to guests and co-workers using clear, appropriate and professional language.

Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

Talk with and listen to other employees to effectively exchange information.

Provide assistance to coworkers, ensuring they understand their tasks.

Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in ones voice, using the callers name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

Assists Management

Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.

Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).

Collaborate with management to formally recognize hourly employees performance contributions.

Listen to hourly employees suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.

Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.

Working with Others

Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Partner with and assist others to promote an environment of teamwork and achieve common goals.

Actively listen to and consider the concerns of other employees, responding appropriately and effectively.

Quality Assurance/Quality Improvement

Comply with quality assurance expectations and standards.

Physical Tasks

Stand, sit, or walk for an extended period of time or for an entire work shift.

Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Guest Scheduling and Check-In

Schedule services for individuals and large groups using spa/salon reservations software system (e.g., Rio, SpaSoft).

Call guests to confirm date, type, time, and preferences for scheduled services.

Answer questions about services available in the spa/salon to assist individuals in selecting a service.

Check in guests for appointments by looking up name and checking a box to indicate arrival using the appropriate software .

Advise providers of last-minute changes or additions to schedule (e.g., different service, different guest, cancellation).

Provide general spa orientation to guests upon arrival, such as the location and use of locker rooms, lounge areas, and hospitality stations.

Resolve situations where guest has arrived, but provider is missing or late by working with supervisor/manager to find another provider or reschedule the service.

Continually update the guest reservations/cancellations list by entering information in the reservations software system throughout the day.

Answer questions about general property information and amenities.

Payment/Cash Handling

Obtain assigned bank and ensure accuracy of contracted monies, obtain change required for expected business level, and keep bank secure at all times.

Obtain and process guest payments for spa/salon services (e.g., cash, credit cards, gift certificates, master accounts, guest room accounts) using appropriate software and provide change as necessary.

Count and secure bank at end of shift.

Balance, scan, and drop receipts with Accounting.

Verify payment authorization for checks and credit cards using appropriate method (e.g., IC verify, Telechex).

Accept and log cash tips for employees.

Process adjustment vouchers, correction vouchers, and miscellaneous charges.

Provide Spa/Salon Services

Promote and sell spa/salon services.

Demonstrate, promote, and sell spa/salon retail products.

Record guest preferences and needs (e.g., color formula, preferred provider, allergies) by entering information into computer (e.g., SpaSoft, Rio).

CRITICAL COMPETENCIES

Analytical Skills

Learning

Decision-Making

Computer Skills

Interpersonal Skills

Interpersonal Skills

Team Work

Customer Service Orientation

Diversity Relations

Communications

Communication

English Language Proficiency

Listening

Telephone Etiquette Skills

Personal Attributes

Integrity

Dependability

Positive Demeanor

Presentation

Safety Orientation

Stress Tolerance

Adaptability/Flexibility

Organization

Multi-Tasking

Time Management

Planning and Organizing

Detail Orientation

Physical Abilities

Visual Acuity

PREFERRED QUALIFICATIONS

Education

High school diploma/G.E.D. equivalent

Related Work Experience

At least 1 year of related work experience

Supervisory Experience

No supervisory experience is required

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.
Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.
Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.
In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.