Spa & Leisure Receptionist - Waldorf Astoria

Job Description

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! As a Spa & Leisure Receptionist
, you’re not just providing administrative support to ensure seamless spa operations – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

• Greet guests warmly and assist them with inquiries, appointment bookings, and providing information about spa services, facilities, and leisure activities.
• Meeting, greeting and directing guests who access the outdoor leisure facilities
• Serving as the main point of contact for hotel guests and recreation members
• Manage spa appointment schedules efficiently, ensuring accuracy and timely communication with guests regarding their appointments.
• Provide information, advice and booking services for a wide variety of guest enquiries, including tennis court access, group exercise classes and special events within the hotel
• Greets guests / members immediately with a friendly and sincere welcome. Responds to inquiries with accurate information regarding hours of operation, water sports, membership rates and benefits etc. according to individual needs
• Provide information, advice and booking services for a wide variety of guest enquiries, including tennis court access, group exercise classes / activities and special events within the hotel.
• Responds to guest complaints, conducts research to develop the most effective solutions and negotiates results. Listens and assists in resolving problems. Remains calm and alert especially during emergency situations and heavy hotel activity
• Building and maintaining positive relationships with guests, members and team Members.
• Demonstrating a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate
• Process guest check-ins and checkouts promptly and accurately, including verifying guest information, collecting payments, and issuing receipts.
• Answer phone calls and respond to emails promptly, addressing guest inquiries, appointment requests, and general information about spa services.
• Assist guests in selecting and purchasing retail products, including skincare products, spa accessories, and gift items. Provide product recommendations and information about product benefits.
• Perform various administrative tasks such as filing, data entry, and maintaining guest records. Ensure confidentiality and accuracy of guest information.
• Handle cash, credit card transactions, and reconcile cash registers at the beginning and end of each shift. Maintain accurate records of financial transactions.
• Identify opportunities to up-sell or cross-sell additional services or products to enhance the guest experience and increase revenue.
• Maintain cleanliness and organization of spa reception area, fitness center area, retail displays, and relaxation lounge areas. Ensure that spa amenities are stocked and well presented.
• Address guest concerns or complaints in a professional and courteous manner. Work to resolve issues promptly and elevate to management if necessary.

• Regularly attend, participate in and support training and staff meetings for the spa.
• Assist in all areas of spa operation as requested by management.
• To report any maintenance issues to the Spa Manager/Director of Spa.
• To keep excellent relationships with team, peers, and all other colleagues of the hotel.
• To request, collect stock and supplies in accordance with minimum stock levels.
• To achieve daily & monthly sales/ service targets.
• To attend and actively participate in weekly communication meetings and nominated trainings as requested by the Spa Manager/Director of Spa.

What It Takes to Make the Stay:
At Hilton, Our Core Values Define What It Takes To Succeed Here And Guide The Qualities We Look For In Every Team Member. The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.
• Ability to speak effectively before groups of customers or employees of organization.
• Ability to deal with problems involving several concrete variables in standardized situations.