Experience in Hospitality or spa industry preferred 最好有服务性行业或者Spa行业经验 Previous experience is advantage 有相关工作经验者优先 Fluent in spoken and written English 英语口语和书写俱佳 Positive attitude toward leadership and team work 有领导和团队工作的能力 Good in interpersonal skill 良好的沟通技巧 Job Responsibilities工作职责 1. To answer all incoming phone calls in a professional and friendly manner. 以专业友好的态度接听所有打进来的电话 2. To answer all guest questions regarding spa offerings, appointment availability, length and cost of treatments. 回答顾客提出的问题, 包括Spa提供的护理, 可预约的时间, 护理的时间长度和费用 3. To effectively suggest alternatives to guests if their first requests can not be met. 如果顾客要求的时间不能满足, 则有效建议其他选择 4. To schedule appointments in such a way that staff is available to handle all bookings. 在员工可以完成所有预约的前提下合理安排预约 5. To politely confirm time of appointment and cancellation policy to all guest before ending phone conversations. 在结束电话前对所有顾客礼貌地确认预约时间和说明取消政策 6. To interact with guests, including but not limited to : 和顾客联系时, 包括但不仅限于以下各项 a. Dealing with guest complaints.处理顾客投诉 a. Conducting spa tours.负责Spa参观 a. Assisting with spa promotions.协助Spa宣传 a. Assisting with journalist visits and photo shoots协助记者访问和拍摄照片 a. Conducting travel agents site inspections负责旅行社参观现场 a. Offering complimentary 5 minutes massages after conducting spa tour.参观完Spa 后提供5分钟免费按摩 a. Presenting complimentary gifts to guest after conducting spa tour.参观Spa后赠送免费礼物给顾客 7. To assists in the ongoing practice of dialogues in English and Japanese, regarding spa treatments and dialogues during treatments. 协助对理疗师有关护理和护理时所用对话的英语和日语的继续培训 8. To be well informed and educated in all aspects of Mandara Spa facilities, policies and procedures. 对于Mandara Spa 的各项政策程序和设施都十分熟悉了解 9. To supervise completion of tasks regarding all daily check list, and delegated tasks as necessary to staff to ensure completion in a timely manner. 根据每天的检查表管理工作并把工作分派给员工, 确保工作及时完成 10. To insure complete preparation of weekly requests of par stocks and supplies. 准备好每周的存货和物品 11. To assist in the preparation of reports, including : 协助准备以下报告, 包括 a. Staff attendant: sick leave holidays, unpaid time off, ceremonies, etc.员工考勤: 病假, 无薪休假, 特殊情况等 a. Guest complaints, incident reports regarding staff or guest.根据员工和顾客双方, 负责顾客投诉, 事故报告 a. Monthly summary of treatments and guest information.每月有关护理和顾客信息的总结 a. Daily sales of services and retail.每日服务和零售的情况

1.     Handle external and internal call 接听内外线电话 2.     Schedule services for individuals and large groups using spa/salon reservations software system (Spa Soft). 用spa soft 给客人和团队做好相关的预定 3.     Call guests to confirm date, type, time, and preferences for scheduled services. 打电话跟客人确定预定信息包括日期，护理类型， 时间及喜好等 4.     Answer questions about services available in the spa/salon to assist individuals in selecting a service. 回答客人水疗可提供服务的时间并让客人选择正确的护理 5.     Check in guests for appointments by looking up name and checking a box to indicate arrival using the appropriate software (Spa Soft). 通过Spa soft 查找客人的名字来给预定的客人做签到 6.     Advise providers of last minute changes or additions to schedule (e.g., different service, different guest, cancellation). 通知理疗师临时到店或突然增加护理的安排（不同的服务，不同的客人和取消等） 7.     Provide general spa orientation to guests upon arrival, such as the location and use of locker rooms, lounge areas, and hospitality stations客人到达时，为客人提供spa引领服务，如:更衣室、休息室和茶歇室的使用 8.     Continually update the guest reservations/cancellations list by entering information in the reservations software system (e.g., Rio, SpaSoft) throughout the day. 根据客人的预定和取消信息及时更新预定系统。 9.     Answer questions about general property information and amenities. 回答关于水疗的信息和设施设备的问题 10.  Resolve situations where guest has arrived but provider is missing or late by working with supervisor/manager to find another provider or reschedule the service.通过与主管和经理的沟通和协商解决客人到店而没法提供服务的问题。 11.  Finished spa daily report完成水疗每日报表 12.  Obtain and process guest payments for spa/salon services (e.g., cash, credit cards, gift certificates, master accounts, guest room accounts) using appropriate software (e.g., SpaSoft, Micros, Rio) and provide change as necessary. 获取和处理客人支付水疗、沙龙服务的方式，如现金、信用卡、礼券、微信支付，支付宝账户、客房账户等 13.  Count and secure bank at end of shift. 下班前清点所有的付款 14.  Balance, scan, and drop receipts with Accounting. 找零，辨认真假并和会计核对 15.  Accept and log cash tips for employees. 为员工接收和记录现金小费。 Promote and sell spa/salon services. 促销水疗/沙龙的服务项目 Notify Engineering of spa/salon maintenance and repair needs填写所有维修单并跟工程不跟进工程问题 Report spa incident 报告水疗安全事故 Resolve guest problem and report in mystique处理客人问题并在秘诀系统里记录客人事件

1、相关工作经验。 2、良好的工作态度。

The Spa Manager is responsible for, but not limited to, the overall spa Team member and functions. In addition the direct functionality of the Spa Manager is to maintain all training aspects of the Spa treatments to ensure to line with SH standards. ➢ Training 1. Weekly planning meeting 2. Bi-weekly planning meeting to schedule when legendary trainers will train 3. All product treatment, schedule and unplanned treatment training, as well as refresher training 4. Review that SOP’s have been taught and ensure that standards have been met. 5. Regularly done to review treatments and SOPs 6. Education of hotel colleagues about the Spa. To cover in particular philosophy 7. Service Detail Training ➢ Spa Operations 1. Guest complaints, Therapist needs, Telephone calls, Reception desk 2. Complete Spa tour to review standards, procedures and operational status 3. Review Trolley, closets upkeep and equipment 4. Will be responsible for timely documentation and the discipline of the Team member members in accordance with progressive discipline procedures outline in Human Resource Policy & Procedure Guide 5. Reading through the many essentials emails that deal regarding Spa, meetings, groups, and RW’s 6. Also, replying to guest, vendor, sales and colleagues emails 7. Professional inventory and training hours 8. Frequent checks of equipment and facilities to ensure safety and prevent loss of equipment due to negligence of wear and tear ➢ Departmental Meetings 1. On occasion, it will be necessary to prepare a presentation for the monthly meeting for all spa colleagues 2. Attend weekly planning meeting with all spa management 3. To ensure the smooth daily operational flow and discuss any issues 4. It is necessary to develop a one-hour therapist meeting per month. This meeting will address policies, procedures, scheduling and any concerns the team members have in regards to the Spa Operation. A written agenda must be prepared. 5. The Spa assistant Manager will ensure written minutes are prepared and distributed to all spa Team member and Human Resources ➢ Interviews 1. Interview and trade test for all prospective therapists for the spa 2. During Hotel Orientation, new Spa colleagues must be presented by the Spa Assistant Manager with a schedule for their Spa Induction. Uniforms should also be issued during this time ➢ Customer Relations 1. Handling guest complaints in regards to treatments and therapists 2. Coordinating Lifestyle Guest Consultation with guests where unusual medical circumstances could interfere with Spa treatments chosen ➢ Inventory 1. Stock check – monthly for all professional stock 2. Purchasing – monthly for all professional related purchase 3. End of the month inventory – stock count of all professional products and all other products used and sold in the spa 4. Bo-annual towel inventory to determine when new towels will be necessary to purchase (3 months lead time must be allowed for delivery)

岗位职责 1.负责水疗部的运营事宜并确保其符合标准。 2.具备创新精神，制定符合市场的营销方案，增加营收。 3.建立有效团队，营造良好的团队氛围。