岗位职责 1.全面负责温泉部的经营管理； 2.建立健全温泉的组织管理体系，使之合理化、精简化、高效化； 3.指导培训工作，培养人才，提高服务质量和员工素质； 4.参与制定温泉资源战略规划，为重大温泉决策提供建议和信息支持； 5.负责温泉事业部各种职系人员发展体系的建立，做好人员发展的日常管理工作。 岗位要求 1.3-5年温泉旅游景区管理相关工作经验； 2.受过现代温泉旅游管理技术和管理能力开发等方面的培训。

Guest Scheduling and Check-In 水疗预定和接待 ·          Schedule services for individuals and large groups using spa reservations software system (Spa Soft). 使用水疗预订软件系统（Spa Soft）为个人和大型团体安排服务。 ·          Call guests to confirm date, type, time, and preferences for scheduled services. 给客人打电话确认预定服务的日期、类型、时间和喜好。 ·          Answer questions about services available in the spa to assist individuals in selecting a service. 回答有关水疗服务的问题，以帮助客人选择理疗。 ·          Check in guests for appointments by looking up name and checking a box to indicate arrival using the appropriate software (Spa Soft). 使用适当的软件（Spa软件）查找客人姓名并标记表示客人已抵达，以登记客人的预约。 ·          Advise therapist of last-minute changes or additions to schedule (e.g., different service, different guest, cancellation). 及时通知理疗师关于预定的更改或增加情况（例如，不同的服务、不同的客人、取消）。 ·          Provide general spa orientation to guests upon arrival, such as the location and use of locker rooms, relaxation areas, and Spa lobby. 在客人到达后为客人提供水疗介绍，如更衣室、休息室和的位置和使用。 ·          Continually update the guest reservations/cancellations list by entering information in the reservations software system (Spa Soft) throughout the day. 在预订软件系统（Spa软件）中持续更新客人预订/取消列表。 ·          Answer questions about general property information and amenities. 回答有关酒店信息和便利设施的问题。 ·          Promote and sell spaervices. 推广和销售水疗服务。 ·          Check computer for updates and changes to schedule regularly throughout the day. 每天定期检查系统内的的更新和日程安排。 ·          Confirm guest first and last name and type of treatment scheduled prior to beginning treatment. 在开始理疗前，确认客人的名字以及预定的护理信息。 ·          Notify Engineering of spa/salon maintenance and repair needs. 通知工程部水疗区域的维护和维修需求。 ·          Obtain and process guest payments for spa services (e.g., cash, credit cards, gift certificates, master accounts, guest room accounts) using appropriate software (Spa Soft, Micros) and provide change as necessary. 使用适当的软件（Spa Soft、Micros）处理水疗服务的客人付款（如现金、信用卡、礼品证书、主账户、客房账户），并根据需要提供更改。 ·          Count and secure bank at end of shift. 当班结束时清点并确保备用金安全。 ·          Balance, scan, and drop receipts with Accounting. 平衡、扫描和投递会计收据。 ·          Accept and log cash tips for employees. 接受并记录员工的现金小费。 ·          Verify payment authorization for checks and credit cards using appropriate method. 使用正确的方法验证支票和信用卡的付款授权 ·          Process adjustment vouchers, correction vouchers, and miscellaneous charges. 处理和调整收银凭证、更正凭证和杂项费用。 ·          Answer all telephone calls in 3 rings or less. 电话响三声之内必须及时接听。 ·          Ensure that service providers are paged and/or advised of arrival of all guests. 确保服务人员准时抵达/提醒所有客人准时到来。 ·          Promote and up-sell all services in an attempt to achieve spa revenue target. 努力推动完成收入指标。 ·          Handle guest complaints by following the instant guest pacification procedures and ensuring guest satisfaction and problem resolution. 快速采取相对应的措施处理客人的投诉，确保解决问题并让客人满意。 ·          Make sure achieve the goal of guest engagement clearly (2 individual guest’s wow story per month). 熟知并达到客人情感投入的目标（每月创造并完成2个优质服务故事）。 ·          Achieve 1 good idea per month to help the team improve guest experience. 每月提交1个好主意，帮助水疗康乐团队提高客人体验。 ·          Provide service providers with an accurate daily schedule throughout shift. 准确安排理疗师排钟 。 ·          Successfully complete the training.  参加并完成所有培训。 ·          Ensure the absence/tardy ‘log book’ is completed daily. 确保每天完成交接本上未完成的事情。 ·          Opening and closing procedures must be performed according to the working schedule. 必须按照工作计划执行开档和收档程序。 ·          Team and department mandatory meetings must be recognized. 按时参加小分部和部门会议。 ·          By providing professional, modest and sincere customer service and getting along with colleagues, we can help us meet the requirements of Ritz Carlton Hotel and improve customer satisfaction. 通过提供专业，谦虚，诚恳的对客服务和同事的相处可以帮助我们达到丽思卡尔顿酒店的要求，提高客人的满意度。