Attend the Pre-Arrival meeting, highlighting VIP guests’ arrivals and contacting key guests to promote the Leisure & Spa services and facilities.
Develop in-house Leisure Guest tracker to establish needs, interests, movements, special occasions, requests or activities to do in MOAUH.
Work closely with Guest Relations, Concierge, EP Club, Palace Butlers and F&B outlets.
To organize and relay all requests relating to guest interests, to the relevant department and to ensure that all reservations are confirmed accordingly.
Liaise with reservations for future hotel bookings and contact key guests promoting the Leisure & Spa services and facilities.
Organize and provide housekeeping with Leisure & Spa welcome appointment letters for guests’ arrivals for the following day.
To implement and monitor a data collection system in Leisure & Spa operations for birthdays, anniversaries and special occasions for all guests. Link this with memorable moments of their stays to create a digital memory that can be sent with the Birthday wishes and/or anniversary of stay.
To monitor and/or implement a guest feedback system for Leisure & Spa guest departures
To organize and to carry out all duties relating to any special arrangements for Leisure & Spa guests with the relevant departments
To monitor and follow up guest complaint return visits to achieve maximum guest satisfaction and provide feedback to the Management
To work in liaison with the Leisure Manager and Director of Spa and Wellness on monthly TrustYou results
To entertain guests and VIPs, building relationships with them whilst encouraging regular guests
To assist the Leisure & Spa reception with check-in and check-outs, aiding in the efficient flow of service if required
To update the Leisure & Spa database on guests’ history profiles and guest preferences providing accurate information at all times
To promote the Leisure, Spa and Hotel facilities to all guests and visitors
To ensure that the uniform provided is kept clean, presentable and in good condition, ensuring personal appearance and hygiene standards are an example for the team and demonstrate a professional image for our guests
Periodic Duties
To collect information relating to guest complaints monthly to provide back up for service delivery objectives to the Leisure Manager & Director of Spa & Wellness
Provide monthly information summaries to the hotel departments on the Leisure & Spas activities and promotions for guests and colleagues
Assist the Leisure & Spa teams to innovate their offerings based on guest feedback
Meet with the hotel reservations & sales team in groups, weddings & other events to determine if there is an opportunity for Leisure & Spa activities
Attend all general Leisure & Spa colleague meetings, provide guests comments, VIP guest arrivals and information on guests
Results of the guests’ feedback system to be collated and provided to the Leisure Manager & Director of Spa & Wellness monthly
Occasional Duties
To attend and assist with promotional Leisure & Spa events and meet and greet VIP weekend spa guests
To provide a monthly report to Leisure & Director of Spa and Wellness on all activities completed, wins and losses
To carry out any other reasonable requests as directed by your Leisure Manager & Director of Spa & Wellness
Key competencies and background:
A few years of experience in the entertainment industry is preferred, experience in various performance styles
Outstanding creative and artistic skills
Excellent communication and interpersonal skills
Ability to work well in a team and collaborate with others
Physical stamina and ability to perform for extended periods of time
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