• To be fully familiar with the Eri Brand Service Standards and to follow these standards of service as they apply to your department.

• To ensure high standards of cleanliness within the department
• Have a complete understanding of and adhere to the Resort’s policies relating to fire, hygiene and safety

• To remain up to date with local and international trends in the health and leisure services through internet, magazines and other applicable media.

• To manage stock control and inventories.

• To assist in any area needed during busy periods.

• To assist in the training of well-being activities for Eri Hosts.

• To handle guest complaints and record all guest comments.

• To assist in carrying out performance appraisals.

• To assist in organization of product and treatment promotions.

• To cover Spa retail areas and outlets as and when necessary.

Customer

• To maintain a high customer guest service focus.
• To always provide customers with an enjoyable and memorable experience
• Constantly strive to increase guest satisfaction through quality, creativity, range and value for money available throughout the property.
• To handle any guest complaints, requests and inquiries in a timely, efficient and friendly manner and refer to the management where necessary.
• To provide a courteous, efficient and professional service always.
• To have a thorough knowledge of Health, Spa and fitness departments as well as other applicable services offered by the resort.

Profit

• To actively promote and sell the appropriate wellbeing services and retail to the guests.

• To ensure that the departmental operation budget is strictly adhered to by maximizing revenues and minimizing expenses.

• To achieve daily & monthly sales targets set by the management.
• To prepare all required monthly reports in relation to revenue & expenses

People

• Contribute positively to Eri Maldives by providing both guests and Eri Hosts with courteous, hassle-free service.
• Fully aware of the objectives of the property (balanced scorecard) and the department (departmental balanced scorecard)

• To keep excellent relationships with team, peers, and all other colleagues of the hotel.

• To report training needs to L&D manager.

• To attend and actively participate in training sessions

• To ensure punctuality, excellent grooming and hygiene for team and self

• To keep courteous, professional relationships with suppliers, colleagues from competition, and from other Pulse Hotels & Resorts.

• To assist in the training of the Eri Hosts within the department, ensuring that the correct standards and methods of services are maintained.

• To ensure smooth and efficient operation of the department.

• To cover the Retail Outlet and Spa Reception areas when necessary.

• To be fully aware of current and future services offered by the resort and to make suggestions for improvement, expansion, or creation of new services.

• To have a complete understanding of and adhere to the resort’s Eri Hosts rules and regulations.

• To have a complete understanding of and adhere to the resort’s policy relating to fire, hygiene, health and safety.

• To implement and train all aspects of the Department Operational Procedures.

• To maintain accurate records of the department’s performance.

• To maintain high morale within the department.

• To attend the following:

Departmental meetings and daily briefings

• To conduct on-the-job training.

• To inform the Department and the Training Department of all training sessions.