Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.
Marriott Hotels, Marriott International's flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.
To run the Health Club Reception desk, providing a caring, friendly, andefficient service to our members and guests, and ensuring that all accountingand security procedures meet Company requirements, with an emphasis onexcellent customer service at all times.& &
SCOPE /BUSINESS CONTEXT&
- Rate of pay - £7.70 per hour + 10% retail commission (enhanced rate of pay over & above& Government advisory rate for apprentices)
- Reporting to - Leisure & Spa Supervisors
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Experience/Educationor Certification/Skills and Knowledge:
Level2& or 3 spa therapist qualification essential or studying towards it
StrongCommunication skills (verbal, listening, writing)
Pro-active and reliable
Able to work alone and within a team
Excellent interpersonal skills
Excellent& self-presentation & grooming
Excellent Customer Care Skills
Goodlevel of English essential&
Able todeal with difficult situations professionally and efficiently
Thefollowing are specific responsibilities and contributions critical to thesuccessful performance of the position:
1)& Tobe aware of the Marriott Leisure & Spa SOP's.
2)& To be confident once trained in using Concept our booking system.
3)& To be fully competent with the use the Reception shift checklists andOne Vision Checklists
4)& To be fully aware of the daily sell strategy, current sales strategy,special rates and promotions, corporate agreements and discount conditions.
5)& To be fully versatile with all Leisure Club facilities and activelypromote them.
6)& To register members into the Club, taking into account legalrequirements and Marriott standards.
7)& To understand, monitor and manage the locker key issue system, as perprocedure.
8)& To understand our cancellation policy procedures and charges, andcomply with them.
9)& To understand VIP policies and liase with the Guest Relations Managerand the Front Office Manager regarding VIP's.& To liaise with Conciergeregarding directing guests to their room, luggage handling and car parkingprocedures.
10)& To be able to assist and deal with member and guest queries.
11)& To be able to work shifts on a rota basis, including early morning,evening and weekends.
12)& To be aware of and comply with departmental image standards.
13)& To understand our Brand Standard requirements, and their implicationon the Health Club and Hotel.
14)& To understand Marriott's Guest Satisfaction Survey and Guest Responseand its implications on the Health Club and Hotel.
15)& To ensure that guests receive a genuinely friendly, prompt andefficient service at all times.
16)& To undertake appropriate training, as recommended by Receptionsupervisor or Director of Leisure.
17)& To understand the signing in and out procedure and ensure thattimesheets are handed to Reception Manager within the designated times.
18)& To ensure you are fully aware of V.I.P.s and regular guests in house.
19)& Ensure that balances between Concept and Opera are carried out on adaily basis.
20)& To be responsible for a cash float, and ensure its security at alltimes, as per procedure..
21)& Support the Health Club to drive income and deliver all aspects of thedepartment budget
22)& To ensure that day guests are properly welcomed, shown round andlooked after during their day
23)& To be responsible for booking all day guest packages in line with thestandard procedure, and ensure all schedules are completed accurately.
24)& To be responsible for recording any relevant information regardingtreatment request on client history.
25)& Ensure all information is correct on both Concept and Opera.
26)& Ensure Guest history is kept up to date on Concept
27)& To ensure all irregular voids, refunds and discounts are correctlydocumented and authorised by a senior member of staff.
28)& To ensure all treatments are charged correctly onto Guests bills.
29)& To be accountable for appropriate cashing up procedures ensuring thecomputer balances correctly at the end of each shift.
30)& Develop both formal and informal communication channels between thefunctions of the department.
31)& To deal promptly and courteously with any enquiries at the ReceptionDesk or on the telephone.
32)& To maintain a consistence level of stores needed, and place orderswhen necessary.
33)& To ensure leaflets, around Reception are constantly available and thearea is tidy at all times.
34)& Ensure that all department equipment is in good working order.
35)& To ensure guest satisfaction, resolving problems, queries orcomplaints.
36)& To be fully conversant with the product and service standards relatingto other departments in the hotel
37)& To ensure even distribution of treatment throughout the therapists.
38)& To be punctual at all times.
39)& As and when required suitably qualified and trained associates arerequired to conduct spa treatments.&
•& Toattend department meetings. To action any tasks assigned during the meeting.
•& To complete 'short take' training on a daily basis.
•& Report any unusual occurrences immediately to the Duty Manager or in his/ her absence the Director of Leisure.
•& Any other duties as imposed by the needs of the business.
•& To carry out any reasonable request by a senior manager.
•& At all times strive to represent Marriott in the most professional andcourteous manager Comply with the Fire Safety Policy of the hotel. Ensure staffuse the correct cleaning materials and in the correct manner at all times aslaid down by the Control of Substances Hazardous to Health, (COSHH) Regulations1988 and maintain your department COSHH Register.
•& Proactively support the Health and Safety Policy of the Hotel inconjunction with the Health & Safety at Work Act 1974
•& To support the departmental New Hire Trainers with new Hire Training inorder to achieve our training objectives and the Marriott Brand Standards
•& Ensure all departmental associates adhere to the hotel image standards
•& Ensure we maintain the Brand Standards at all times
•& Complies with Marriott International Hotels Limited Regional Officepolicies and procedures.
•& To present all adjustment, corrections with correct correspondence andrelevant signature.
•& To understand the Leisure and Hotel Fire, Bomb and Health & Safetyprocedures, and to be able to action them.
•& To maintain security of all Club and Hotel assets, and to report anyloss or damage to the Shift Leader.
•& To comply with the Data Protection Act regarding the disclosure ofinformation.
•& Set, maintain and review standards regularly to ensure the 'MarriottWay' is achieved. To understand, and embrace, our Spirit to Serve culture andethics at all times.
MarriottInternational is an equal opportunity employer committed to hiring a diverseworkforce and sustaining an inclusive culture. Marriott International does notdiscriminate on the basis of disability, veteran status or any other basisprotected under federal, state or local laws.
See descriptionRole: Spa Receptionist & Therapist Apprentice Job Type: Permanent , Full TimeLocation: Ware, England, EnglandApply for this job now.