Adhere to the customer- first purpose and promptly attend to customers’ needs.
• Provide consistent service to guests, so that they enjoy pleasant, memorable and professional services.
• Perform any other reasonable duties as assigned.
• Assist in the building and maintenance of an efficient team by taking an active interest in team members’ welfare, safety, training and development.
• Be a positive influence, responsible and proactive in solving problems.
• Assist in department trainings for new employees.
• Ensure guests have a comfortable and safe experience, and employees can work in a safe environment.
• Receive products at the receiving department when they arrive.
• Ensure all emails are answered and followed up.
• Maintain a high level of cleanliness in work areas including the retail display area, reception area, linen rooms, tea rooms, massage rooms, wet area, outdoor swimming pools and fitness centres.
• Ensure that all activities performed in the spa, fitness room and all areas of the hotel conform to Hilton brand standards at all times.
• Make sure to maximize the use of the massage rooms and massage therapists.
• Be a good team player, helping team members achieve team goals.
• Pay attention to malfunctioning equipment and follow up with its repair.
• Send confirmation letters to confirm massage treatments with guests.
• Advise on departmental operating procedures and improvement of environmental facilities, etc.
• Ensure that the daily opening and closing of the spa is carried out smoothly and efficiently.
• Prepare and ensure adequate tea and towels are ready for guests’ use.
• Read and update the message book of massage therapists and receptionists to ensure that each employee signs for confirmation.
• Communicate well with guests and colleagues.
• Maintain vigilance and sense of responsibility at all times.
• Conduct monthly inventory checks and control inventory, ensuring that items are not kept for more than 3 months.
• Pay attention to the results of customer satisfaction and loyalty surveys, communicate effectively to team members and conduct training analysis according to the results.
• Seize opportunities for self- improvement by learning new skills.
• Adhere to Hilton’s service standards and service quality reviews.
• Flexible and responsive to changes in work requirements.
• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
• Ensure all facilities and equipment are operating well.
