Spa Receptionist - Crowne Dead Sea

Under the general guidance and supervision of the Spa Manager or designate and within the limits of established InterContinental Hotels Group (IHG) and Spa policies and procedures:-

To ensure the highest standard of Customer Care and Service at all times.

Promote the desired work culture around our Winning Ways; Do the right thing, Show we care, Aim higher, Celebrate difference and Work better together.

.    Key Relationships 

Spa Manager, Deputy Spa Manager, Hotel General Manager, Spa members, Hotel Guests.         

1. To ensure the highest standard of customer care and service at all times in line with Spirit Health & Fitness brand values and hallmarks.
2. Welcome members and hotel guests on arrival.
3. Comply with all company signing in and disclaimer procedures.
4. Answer the telephone in a professional and timely manner.
5. Handle queries and carry out show rounds.
6. Responsible for opening and closing reception.
7. Ensuring reception and surrounding area is kept clean and tidy.
8. To ensure food and beverages are available as appropriate.
9. Ensure towels are in ready supply for members and guests by taking towels to and from laundry as required.
10. Ensure the implemented booking procedure for sun bed, aerobics classes, consultation and other systems are carried out effectively.
11. To assist in the promotion of the Spa by being involved in promotional activities and telephone enquiries/follow ups.
12. Assist in the sales of membership and accessories within the Spa.

 Self Management 

      Attend staff meetings as and when reasonably required.

1. To maintain the appropriate attitude and physique to reflect and promote the image of the Spa.
2. Comply with Spirit and hotel rules and regulations and provisions contained in the employment handbook.

1. Comply with company grooming and uniform standards.
2. Comply with timekeeping and attendance policies.
3. Actively participate in training and development programmes and maximise opportunities for self development.        

Customer Service 

1. Demonstrate service attributes in accordance with industry expectations and company standards to include:-
2. Being attentive to guests
3. Accurately and promptly fulfilling guest requests
4. Understand and anticipate guest needs
5. Maintain a high level of knowledge which will enhance the guest experience 
6. Demonstrate a service attitude that exceeds expectations
7. Take appropriate action to resolve guest complaints

1. Appreciate the dynamic nature of the health club industry/hotel industry and extend these service attributes to all internal customers.
2. Be able to promote the health club/hotel (and IHG generally) products and services. 
3. Maintain a high level of product and service knowledge about all health clubs and IHG hotels in your region.

Health Safety & Security 

1. Demonstrate an understanding and an awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety.
2. Familiarize yourself with emergency and evacuation procedures.
3. Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention of your line manager.

General

1. Comply with the company corporate code of conduct at all times.
2. Familiarize yourself with our winning ways which link to the desired behavior’s that we expect all our employees to display. 
3. Perform other tasks at the level of the role as directed by your line manager in pursuit of the achievement of business goals.
4. Desire and ability to improve your knowledge and abilities through on-going training.
5. Ability to work as part of a diverse team with colleagues from different viewpoints, cultures and countries.