ORGANIZATION STRUCTURE Reports to Duty Manager, Spa Operations; Manager, Fitness Center Supervises N/A RELATIONSHIPS Internal Resort Recreation department, and all other senior managers of the rooms areas External All hotel customers SCOPE Handle all guests in a professional, courteous manner and serve as the facility's first impression to members and their guests. The receptionist is responsible for the overall operation of the reception and retail area including displays. Provide efficient and courteous service to guests/members at all times. Book personal services and act as a Concierge for the Spa. Provide administrative and clerical support as required. VISION The Team Members will create a lasting impression through caring, genuine service that will transform the entertainment industry in Asia. By creating a destination resort unique to Asia and broadening our appeal to new markets, we will deliver an extraordinary guest experience worthy of return. MISSION We stand alone among the destinations of Asia in delivering an extraordinary experience, a dedication to guest service and a commitment to an exceptional work environment. In achieving our mission, everyone will benefit from the excellence of team members who embrace the challenges and demands of a dynamic, leading International organization. VALUES Commitment to and reward for excellence. Treating people with respect and dignity. Success through empowerment, shared responsibility and mutual support. Innovation by challenging assumptions and providing value added solutions. Exceeding expectations every day, every stay, every way. PRIMARY RESPONSIBILITIES 1. Answer telephone inquiries promptly and professionally and channel to appropriate person for assistance if need be. 2. Greet members and guests in a friendly and efficient manner. 3. Be knowledgeable about all aspects of the facility. 4. Provide information and literature of facility in person and via telephone. 5. Control entry into all areas of facility by restricting all unauthorised individuals. 6. Collect moneys or other suitable payment from clients for all services rendered. 7. Operate computer system, point of sale system, data entry and stock inventory 8. Treatment bookings/scheduling 9. Secretarial duties 10. Be knowledgeable and responsible for opening and closing procedures. 11. Give Spa treatment information and handle tours of spa, as required. 12. Ensure smooth operation of reception, booking schedule and retail area 13. Handle special assignments. 14. Promote and up sell spa treatment services 15. Maintain office files and client records. 16. Assist in the operation of all spa departments: - Spa treatments - Front Desk/Receptions - Spa Retail - Facility Operations - Fitness - Barber area - Reflexology Zone Administrative Duties: 1. Effective coverage of the reception area. 2. Adherence to Standard Operating Procedures Manual. 3. To maintain inventory of supplies for the administration of the reception. 4. To attend weekly/monthly departmental communication meetings. 5. To print out reports as specified on a daily/monthly basis to submit to the Duty Manager, Spa Operations / Director of Spa Operations. Financial Responsibilities: 1. Maintain accurate accounting procedures for cash transactions and reconcile all transactions at the end of the work shift. Employee Relations: 1. To ensure Reception department maintains a positive relationship with all departments in the Spa and club operation. 2. To ensure all employees adhere to spa’s standards as stated in the employee handbook. Guest Service: 1. To ensure the facility is in peak condition at all times (operations and cleanliness). 2. To ensure guest/member satisfaction at all times by ensuring that safety and service is always the Spa's first priority. Other Duties: 1. Ensure cross training of all employees in Reception department and to facilitate training in other spa departments. 2. To carry out any other duties and responsibilities as assigned.