Wellness Concierge

Job Summary

Responsible for meeting and greeting guests and members, providing a positive and friendly attitude. Displays genuine enthusiasm and is genuinely expert in the Asaya wellness concept, products and services so as to recommend and sell. Supports and guides the guests' or members' Asaya journey from first contact to actual experience and departure. Provides daily maintenance of Asaya's gallery, ateliers or reception area for hygiene and professional presentation.

Essential Duties and Responsibilities

General Duties

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Meet and greet guests and members to Asaya, creating a professional atmosphere.

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Be proactive in selling further services and facilities.

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Guide clients on Asaya experiences that best suit them and being knowledgeable on all Asaya services.

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Be knowledgeable on the products to support the therapists and retailing to clients.

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Process payments and complete appropriate paperwork.

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Process voucher purchasing, bookings and redemption.

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Arrange product displays and ensure the presentation of department particularly in the reception area will be neat, clean and tidy. Help maintain all the facilities within Asaya.

Main Duties

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Answer calls within three rings with the appropriate greeting.

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Ascertain the type and time of Asaya service desired and booking the most suitable time according to therapists and practitioners appointment schedule with the inclusion of offering additional treatments.

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Ensure all prudent information is taken with each booking to be able to reconfirm contact with the guests if needed.

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Offer an orientation of the facilities to all first-time guests and members as per standard procedure advising them of services, facility rules and any other prudent information.

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Group enquiries, press and VIP booking details should be taken and passed on to the Director of Wellness/ Assistant with full contact name, telephone/email and details of date and nature of booking enquiry.

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Be alert and utilize permanent associates during their Rota hours to maximize time and profitability.

Payments

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Ensure correct payment is taken and processed after appointment completion with relevant paperwork completed to ensure daily banking balances.

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Ensure gift vouchers are sold with corresponding paperwork and payments completed so that when redemption of the voucher happens all paperwork will match.

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At the end of day, cash up to ensure all services provided are accounted for and charged; credit card, cash and room charges taken; balances with no discrepancies and are safely deposited in accordance with the hotel cash handling policy.

Other duties

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Ensure the department has a sufficient stock of towels and amenities. Collect deliveries from purchasing or other departments as necessary.

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Ensure dirty linen is taken to laundry and new clean items are collected regularly.

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Follow correct manual handling such as using a trolley when moving goods.

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In the event the fire alarm is activated, ensure the whole department is notified in a calm efficient manner to evacuate to the designated point in accordance with the hotel policy.

Communication

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Maintain effective communication both within the team and with the Director of Wellness to ensure smooth running of the department and keeping well informed of any issues/ queries that may arise.

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Report any complaints to the Director of Wellness or assistant when appropriate.

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Liaise with other departments when needed to ensure good communication across the hotel.

Training

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Assist in training and development of associates as required.

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Attend all training courses as and when required.

Standard Responsibilities

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Comply and adhere to the Rosewood company policies.

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Take on other tasks in addition of the ones stated, in a reasonable framework.

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Be a "brand ambassador" at all times and ensure brand integrity and clarity are always maintained.

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Maintain an understanding of the wellness industry and Asaya philosophy (emotional, physical, nutrition, skin health, community.)

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Understand that as a representative of Asaya they will maintain a healthy, fit appearance and a positive attitude.

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Model the Company's culture, vision, mission, and core values at all times.

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Be mindful of and active in a Spa & Wellness lifestyle and strive to inspire wellness-focused change in others.

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Maintain personal grooming and appearance according to the standards.

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Maintain a positive attitude toward guests, co-workers, subordinates, and hotel management. Avoid engaging in gossip or any dialogue that may diminish the direction and goals of the hotel and the hotel group.

Confidentiality

Whist working for the company there will be access to a wide variety of confidential information concerning the company, guests, and associates.  It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests and associates, unless otherwise stated.

Health & Safety

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Be aware of and comply with safe working practices as laid down under the Health and Safety rules, regulations, and procedures as applicable to your place of work. This will include your awareness of any specific hazards at your workplace.

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The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory.

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Report any defects in the building, plant or equipment according to hotel procedure.

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Ensure that any accidents to associates, guests or visitors are reported immediately in accordance with correct procedures.

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Attend Statutory Fire, Health & Safety training and be fully conversant with and abide by all rules concerning Fire, Health & Safety.

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Be fully conversant with:

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Regulations

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Risk Assessments for your department

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Hotel Fire & Bomb Procedures

Other

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The above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.

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As the hotel's level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.