KEY DUTIES / RESPONSIBILITIES

Understands the value of constant training and pro-actively supports all training activities at Eri Maldives.

Commits to our environmental and ethical requirements (see separate appendix) and ensures all team likewise commit wholeheartedly.

Lives, breathes and delivers Eri Maldives mission, vision and brand DNA (see separate appendix) and ensures all team follow suit.

Responsible for supervising Receptionist and Therapist in terms of service and standard of operations.

Monitors Spa treatment movements in coordination from reservation, time of arrival, pre-service and post services.

Coordinates Guest Experience from Reception to the Therapist.

Does a turnover report to the Assistant Spa Manager regarding any pending information and concerns.

Does any requisition need for daily operation.

Ensures daily schedule of Eri Host is followed and checks their standard grooming.

Ensures all transactions are correspondingly posted in the system for inclusion in the guest folio.

At the end of each shift, generates needed sales reports as per audit/accounting requirements. Remits/deposits all revenue/cash sales together with sales report.

Proper turnover of sales report to the next shift of receptionist.

Answers all guest inquiries (personal or through telephone), making sure that information given is complete, accurate and timely.

Booking appointments, ensuring all needed information is recorded.

Keeps track of all information and updates on guest reports

Responds to guest inquiries on Spa Menu, Fitness Programs and other information regarding the facility and services of the Spa.

All other duties as required.

Operational

To provide a courteous, professional, efficient and flexible service always.

To have a full working knowledge and ability to perform all duties and tasks listed in his/her job description. Please note that Job description can be reviewed and changed on a regular basis reflecting change in trends, guest expectations and operating philosophies.

Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

Ensure that standards are maintained at a superior level daily.

Responds to guest inquiries on Spa & Resort, Spa Menu, Fitness Programs and other information regarding the facility and services of the Spa.

Inspects condition of all equipment and coordinates maintenance program in accordance with its standard.

To go through intensive spa training on massages, facials, and body treatments based on the standard and quality of the Resort.

Inspects all Spa facilities at the start of the shift and before each treatment to ensure that the set-up of each area is in accordance with established standards and to ensure that there is adequate supply of guest amenities, towels, facial robe and other supplies.

Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

Checks and replenishes amenities of the spa area at the start, end and if necessary, during her/his shift.

Perform opening and closing procedures according to the shift.

Checks the condition of spa facility and equipment and reports any damage immediately to the supervisor.

Executes the standard of the Spa in the set-up of amenities and decor. Distributes to the different areas their linen, towel and amenities needed in their respective services.

Escort guests to requested area (Changing Area, Treatment Room) and to offer a warm welcome.

Explain to the guests the benefits and procedures of the treatments. Gives product knowledge of its active ingredients.

Apply treatment procedures/products in accordance with established measurements and time frame.

Recommend cosmetic retail products properly explaining what the product is for, and what benefits the clients.

Gives lifestyle information to the guest in how to follow up the treatment back home or with additional spa treatment

Sells additional spa treatments

At the close of operating hours, does inspection to ensure that spa treatment rooms are in the standard set-up and all cabinets locked.

Ensures the closure of all Spa equipment and proper storage

Does inventory of products.

Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and at any time of day. Always maintain positive guest relations.

Always respects the privacy of the guest

Attend briefings, as required.

Maintains good relationships with colleagues and contributes to team spirit. Cooperates and coordinates with colleagues whenever necessary.

Interacts with other departments to provide additional or specialized guest services.

To establish a rapport with guests, providing guest recognition and good customer relationships.

Administration

To make sure the guest history is updated in the system according to information collected

To help monitor the stock inventory and to follow up on pending issues with support of logging system.

Coordinates inventory of professional and retail items every month. Submits report to Cost Control and Spa Director.

General

To understand and strictly adhere to the Rules & Regulations established in the Eri Host Handbook and the Hotel’s policy on Fire, Hygiene, Health and Safety.

To report for duty punctually always wearing the correct uniform and name tag.

To always maintain a high standard of personal appearance and hygiene.

To maintain high standards of the hotel when fulfilling his/her duties

To maintain a calm, courteous and gracious attitude at all time

To maintain a good rapport and working relationship with Eri Hosts in all other departments.

To be very familiar with the Room division/Spa policies and procedures

To attend and contribute to all Eri Hosts meetings, Departmental and Hotel training as scheduled and other related activities.

To undertake any reasonable tasks and secondary duties as assigned by the Assistant Spa Manager.

To project always a positive and motivated attitude and exercise self-control.