Wellness Concierge (Chinese Speaking) - Waldorf Astoria Maldives Ithaafushi
A Wellness Concierge for Waldorf Astoria Maldives Ithaafushi is responsible for the arrival and departure guest services, consultation, retail and gift certificate sales, Spa tours, walk-in guest reservations and guest history data entry. Wellness Concierge is responsible for receiving all telephone appointment requests, providing Resort and Spa information, and attending to other administrative duties as required and support the Spa Team including coordination of all activities as well as to ensure agreed company procedures are in place.
Specifically, as a Wellness Concierge for Waldorf Astoria Maldives you will perform the following tasks to the highest standards:
Main Duties:
Process the check-in and checkout details for all Spa guests, including retail sales, guest forms, and guest history data input
Maintain immaculate presentation standards of the arrival area, including retail area
Promotes and maintains the highest level of customer service to all guests while staying alert of their needs
Oversee the housekeeping and presentation standards of the Reception, Consultation and relaxation areas
Execute the guest service protocols for the Arrival and Consultation areas, Retail and relaxation areas
Manage supplies and product inventory for the arrival reception and retail zones
Conduct opening and closing spa procedures
Actively promote home care programs, meeting maximum retail sales goals
Provide detailed information for spa treatments, packages, services, facility, features, and provide spa tours for prospective guests.
Attend to pre- and post-consultation processes and provide treatment orientations
Monitor daily treatment schedule and meet maximum treatment sales goals
Monitor treatment room turnover to ensure they are prepared for arriving guests
Interpret and action therapist’s retail and re-booking recommendations for guests
Report accidents, injuries, and unsafe work conditions to the manager; complete safety training and certifications.
Follow all resort policies and procedures
Ensure uniform and personal appearance is clean and professional
Protect and properly use the resort’s assets
Possess the ability to work with minimal supervision
Attend all required meetings and training sessions
Receive and process all Spa property telephone calls, including reservations, general inquiries, call transfers, gift certificate sales
Record messages for unavailable personnel and guests, and forward to the appropriate person
Successfully achieve high call conversion ration to achieve booking performance targets
Provide knowledgeable assistance to help guide the guest to the correct spa experience
Provide knowledgeable information about the spa, guest amenities, and resort facilities
Coordinate a seamless guest journey that will meet the guest’s expectations and deliver high productivity for the Spa
Promote and process gift certificate sales
Process appointment follow up and confirmation telephone calls and/or emails
Complete reservations administration reports as requested by the Director of Spa / Assistant Spa Manager
The Resort requires that you perform any task deemed necessary by the Director of Spa / Assistant Spa Manager for the efficient running of the Spa Department specifically and the Resort in general.
At Waldorf Astoria Maldives Ithaafushi, our core values define what it takes to succeed here and guide the qualities we look for in every team member:
A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.
As Wellness Concierge serving Waldorf Astoria brand is always working on behalf of our Guests and working with other team members. You should maintain the attitude, behaviors, skills and values that follow :
Education
Qualifications or courses relating to Spa, administration and management
Educated to high School level with previous Spa experience
Experience
Previous experience (minimum 2-3 years) of working in Reception or Retail experience in a spa environment or similar role with a Luxury Resort/Hotel
Proven experience of working to and understanding key functions of Spa and Salon services
Competencies
Candidate must have a good command of spoken and written English and fluency in Chinese language
Technical proficiency in Microsoft Office applications (excel spreadsheets, PowerPoint, Word) and related software’s
Demonstrates ability to interact effectively with various levels of management
Friendly demeanor, positive and enthusiastic attitude with strong customer focus and ability to work independently
Honesty, integrity, passion for hard work and achieving results and successful outcomes
Enjoys working collaboratively and is a key team player with a “can do” attitude and thrives on a challenge
Able to interact effectively, create solutions, influence others and work diplomatically with a wide range of individuals
Professional approach, clean and well-groomed at all times
Good understanding of Hilton, its core values and management structure
Demonstrates an understanding of commercial awareness, able to adapt to changing priorities with key judgement and decision-making skills
Ability to work under pressure at all times
Ability to multi-task and meet deadlines
Customer centric
Ability to demonstrate working and engaging teams from different cultures
Strong verbal and written communication skills along with being quality oriented with focus on details
High-performance standards