Spa Membership Coordinator (RC RAK)

Job description

At more than 80 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury service the world over. We invite you to explore The Ritz-Carlton.

Desired profile

Qualifications :

POSITION SUMMARY

Advise employees on general property information, in-house groups, policy changes, or other pertinent information. Answer questions about available services, general property information and amenities. Drive ‘ Resort Membership ‘ program within budgeted plans and road map. Supervise and initiate collateral within brand voice. Attend sales calls for corporate clients and individuals. Promote and sell Resort Membership Program. Complete requisitions for additional products, supplies, or equipment. Inspect work areas and tools/equipment to ensure conformance to company standards. Support Spa operations with the direction of head of department.

Assist management in hiring, training, scheduling, and motivating and coaching employees; serve as a role model. Report accidents, injuries, and unsafe work conditions to manager. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Ensure adherence to quality expectations and standards; develop and implement quality improvement or corrective action plans. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.


CRITICAL TASKS

Safety and Security
·  Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
·  Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
·  Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
·  Maintain awareness of undesirable persons on property premises.
·  Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
Policies and Procedures
·  Follow company and department policies and procedures.
·  Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
·  Protect the privacy and security of guests and coworkers.
·  Maintain confidentiality of proprietary materials and information.
·  Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
·  Perform other reasonable job duties as requested by Supervisors.
Guest Relations
·  Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
·  Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
·  Address guests' service needs in a professional, positive, and timely manner.
·  Assist other employees to ensure proper coverage and prompt guest service.
·  Thank guests with genuine appreciation and provide a fond farewell.
·  Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
·  Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
·  Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
Communication
·  Provide assistance to coworkers, ensuring they understand their tasks.
·  Speak to guests and co-workers using clear, appropriate and professional language.
·  Talk with and listen to other employees to effectively exchange information.
·  Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
·  Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
·  Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
·  Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
Assists Management
·  Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
·  Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
·  Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
·  Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).
·  Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
·  Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
·  Assist management in screening resumes, conducting interviews and selecting new hourly hires using selection tools and systems.
·  Assist management in preparing work schedules of hourly employees.
·  Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
·  Collaborate with management to formally recognize hourly employees' performance contributions.
·  Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
Working with Others
·  Develop and maintain positive and productive working relationships with other employees and departments.
·  Partner with and assist others to promote an environment of teamwork and achieve common goals.
·  Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
·  Support all co-workers and treat them with dignity and respect.
·  Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
Quality Assurance/Quality Improvement
·  Comply with quality assurance expectations and standards.
·  Monitor the performance of others to ensure adherence to quality expectations and standards.
·  Develop and implement quality improvement or corrective action plans.
Physical Tasks
·  Enter and locate work-related information using computers and/or point of sale systems.
·  Stand, sit, or walk for an extended period of time or for an entire work shift.
·  Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Guest Scheduling and Check-In
·  Resolve situations where guest has arrived but provider is missing or late by working with supervisor/manager to find another provider or reschedule the service.
·  Answer questions about general property information and amenities.
·  Answer questions about services available in the spa/salon to assist individuals in selecting a service.
·  Advise providers of last minute changes or additions to schedule (e.g., different service, different guest, cancellation).
·  Provide general Spa and Resort orientation to guests upon arrival, such as the location and use of locker rooms, lounge areas, and hospitality stations.
Provide Spa/Salon Services
·  Check computer for updates and changes to schedule regularly throughout the day.
·  Monitor and stick to time schedule to stay on schedule throughout the day.
·  Confirm guest first and last name and type of treatment scheduled prior to beginning treatment.
·  Promote and sell Resort/spa services.
·  Demonstrate, promote, and sell spa/salon retail products.
Maintain Spa/Resort Environment
·  Notify Engineering of spa/resort maintenance and repair needs.
·  Maintain appearance of spa/salon locker room and lounge areas by picking up and cleaning as needed throughout shift.
Spa/resort Administration
·  Complete requisitions for additional products, supplies, or equipment.
Spa/Resort Training and Supervision
·  Advise employees on general property information, in-house groups, policy changes, or other pertinent information.
·  Train new employees in company procedures for spa/salon services.
·  Inspect work areas and tools/equipment to ensure conformance to company standards of cleanliness and maintenance.

CRITICAL COMPETENCIES

Analytical Skills
·  Learning
·  Problem Solving
·  Computer Skills
·  Decision-Making

Interpersonal Skills
·  Interpersonal Skills
·  Team Work
·  Customer Service Orientation
·  Diversity Relations
·  Influence
·  Negotiating

Communications
·  Communication
·  English Language Proficiency
·  Listening
·  Applied Reading
·  Electronic Communication
·  Writing
·  Telephone Etiquette Skills
·  Form, Report, and Log Completion

Personal Attributes
·  Dependability
·  Positive Demeanor
·  Presentation
·  Integrity
·  Innovation
·  Initiative
·  Stress Tolerance
·  Adaptability/Flexibility
·  Self Development

Organization
·  Planning and Organizing
·  Detail Orientation
·  Multi-Tasking
·  Time Management

Physical Abilities
·  Visual Acuity




Assists Management
·  Team Building
·  Talent Selection
·  Delegating and Directing
·  Performance Management
·  Coaching and Developing
·  Resolving Conflict



PREFERRED QUALIFICATIONS

Education

High school diploma/G.E.D. equivalent

Related Work Experience

At least 2 years of related work experience

Supervisory Experience

No supervisory experience is required