Spa Guest Services Officer

2 days ago

Doha, Baladīyat ad Dawḩah, Qatar HYATT HOTEL Full time
Roles and responsibilities

Greet and welcome guests as they arrive at the spa. Ensure a smooth and efficient registration process while providing a warm and friendly first impression
Coordinate and manage spa appointments. Ensure accurate scheduling of treatments and services, accommodating guest preferences and therapist availability
Keep the reception area clean, organized, and well-stocked. Ensure a welcoming and professional environment for all guests
Provide exceptional customer service by addressing guest inquiries and offering information about spa services, promotions, and facilities. Ensure all guest interactions are positive and professional
Assist with taking orders and serving food & beverages to guests in the Spa
Perform various administrative tasks such as processing payments, handling phone calls, maintaining client records, and managing correspondence
Ideally with a relevant degree or diploma in Hospitality or Tourism management
Minimum 2 years work experience hotel operations
Good customer service, communications and interpersonal skills are a must
1. Guest Reception and Customer Service:
Greeting guests: Welcoming guests as they arrive at the spa, ensuring they feel comfortable and valued.
Providing information: Answering guest inquiries about spa services, treatments, pricing, and policies. Offering guidance on available packages and personalized recommendations.
Assisting with check-ins and check-outs: Managing the check-in process by confirming bookings, preparing treatment rooms, and ensuring all necessary details are completed.
Handling guest complaints or concerns: Addressing any issues or complaints promptly and professionally to ensure guest satisfaction.
2. Appointment Scheduling and Coordination:
Booking appointments: Managing the spa's appointment system, scheduling treatments, and coordinating the availability of therapists or service providers.
Managing appointment changes: Handling cancellations, reschedules, or last-minute bookings while minimizing disruptions to the spa's schedule.
Confirming appointments: Contacting guests to confirm bookings and sending reminders about upcoming treatments.

Desired candidate profile

Collaboration with Spa Team:

  • Coordinating with therapists and other staff: Communicating guest preferences, requests, and any special instructions to the spa therapists or service providers to ensure a smooth experience.
  • Supporting spa operations: Assisting in any operational tasks as needed, such as restocking supplies, maintaining a clean workspace, and helping with other duties to ensure a smooth flow of daily operations.

Skills and Qualities Required:

  • Excellent Communication: Strong verbal and written communication skills to interact with guests, team members, and management in a polite and professional manner.
  • Customer Service Focused: A genuine passion for providing high-quality customer service and creating a positive, memorable experience for spa guests.
  • Attention to Detail: Ability to remember guest preferences, anticipate needs, and manage multiple tasks simultaneously to provide seamless service.
  • Organizational Skills: Strong organizational abilities to manage appointments, handle multiple guest requests, and maintain an orderly front desk.
  • Problem-Solving: Ability to address guest complaints or challenges effectively and calmly, ensuring that guests leave satisfied.
  • Multitasking: Ability to handle multiple tasks at once, from answering calls to checking in guests, while maintaining a calm and professional demeanor.
  • Knowledge of Spa Treatments: Familiarity with the spa's services and treatments to be able to guide guests and recommend services based on their needs.
  • Sales Skills: Comfort with upselling or recommending additional services or products to enhance the guest experience.
  • Team Player: Ability to work well with other staff members, including therapists, cleaners, and management, to ensure a positive guest experience.

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