KEY DUTIES / RESPONSIBILITIES

Quality

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.