• Understand the key principles of FRHI Pricing Strategies and Revenue Management
• Retail, Corporate, Leisure, Group, Other
• Rate Restrictions, hurdles and availabilities
• Maximise rooms revenue through the conversion of telephone calls into sales
• Utilize effective upselling techniques
• Understand and take reservations to support the revenue management strategies employed by the Revenue Management leader in the hotel
• Be fluent on all hotel products and services
• Handle faxes and emails pertaining to rooms reservations
• Be fully conversant with all market segments and rate plans used across all distribution channels
• Be flexible in sales technique through offering the right product to the right customer at the right time
• Handle customer queries and complaints relating to Rooms Reservations
• Co-host dinners/special events with the Sales Team and be involved in client entertainment as required
• Identify Sales opportunities through individuals, Corporate Accounts, Wholesalers and Travel Management companies
• Responsible for effective implementation and compliance with FRHI Core Reservation Standards
• Achieve targeted goals in the LQA Hotel Mystery Shopping calls
• Maintain accuracy and cleanliness of the PMS Database
• Ensure market segmentation is accurate for each reservation
• Create hierarchies/relationships between Corporate Accounts
• Ensure reservations meet the property standards in terms of accuracy of data and guest satisfaction
• Complete understanding and effective execution of current and new RM tools.  Includes Opera PMS/S&C.
• Be involved in all property PMS Conversions
• Complete understand and effective use of the Hotel’s telephone system
• Maintain the Reservation correspondence
• Support the Reservations Manager and/or Revenue Management leader with special projects as required.

• Experience or adaptable training in the use of automated systems, PCs and office products, e.g. Excel, Word,

• Knowledge of Opera & Microsoft Office is preferred,

• Degree/Diploma in r Hotel Management,

• Minimum of 1 year experience in Hotel or Resort, preferably in any of the following areas ; Reservations, Front Office, Switchboard or Guest Relations.

• Understands the local culture and have worked in the region.

• Fluency in English written & spoken

PURPOSE OF POSITION

This position encompasses three roles – spa desk, telephone appointment booking and spa host. This person will be working in all three positions in a rotating manner.

Handle all Guests in a professional, courteous manner and serve as the facility's first impression to Guests and members. The Front Desk Host is responsible for the overall operation of the reception area, telephones and hosting and will provide efficient and courteous service to Guests/Members at all times.

KEY ROLES & RESPONSIBILITIES

• Answer telephone inquiries promptly and professionally and channel to appropriate person for assistance.

• Greet members and Guests in a friendly and efficient manner.

• Escort Guest as required.

• Knowledgeable about all aspects of treatments and the facility.

• Knowledgeable in a spa therapy

• Provide information and literature about facility in person and via telephone.

• Control entry into all areas of facility by restricting all unauthorised individuals.

• Collect moneys or other suitable payment from clients for all services rendered.

• Operate point of sale system.

• Treatment bookings/scheduling.

• Clerical duties.

• Give tours of spa, as required.

   

   

• Ensure smooth operation of reception.

• Respond to inquiries by phone and in person, providing complete details of all spa aspects.

• Handle special assignments.

• Co-ordinate sales packets, when needed.

• Maintain office files/records.

• Assist in the administration and implementation of staff training in reception operations i.e. business telephone usage, guest relations, retail sales, spa services (massage, loofah, facial, etc.).

• Assist in the operation of all spa departments:

• Salon; Boutique

• Sales and marketing

• Maintain inventory and stocking of all reception materials.

   

Administrative Duties

• Effective coverage of receptions.

• Adherence to Standard Operating Procedures Manual.

• Maintain inventory of supplies for the administration of the reception.

• Maintain accurate records as required by provincial regulations.

• Conduct selection interviews for new hires as and when required.

• Attend weekly/monthly Front of House departmental communication meetings.

Health and Safety

• Follow and ensure that all Colleagues follow all safety procedures and practices.

• Adherence to reception department emergency procedures/safety manual.

• Ensure all departments adhere to all safety practices of Raffles Spas.

   

Financial Responsibilities

• Maintain the reception in peak condition at all times, while adhering to all aspects of the operations budget, including payroll.

• Maintain accurate accounting procedures for cash transactions and reconcile all transactions at the end of the work shift.

 Colleague Relations

• Ensure spa reception department maintains a positive relationship with all departments in the spa and hotel.

• Ensure Colleagues have a complete understanding of and adhere to the spa's policy relating to safety.

• Ensure all Colleagues adhere to all spa standards as stated in the employee handbook.

Guest Service

• Ensure the facility is in peak condition at all times (operations and cleanliness).

• Ensure Guest/Member satisfaction at all times by ensuring that safety and service is always the spa's first priority.

   

Other Duties

• Carry out any other duties and responsibilities as assigned.

PERSONAL ATTRIBUTES

• Excellent communication skills, both written and spoken.

• Striving for high guest satisfaction, going out of our way to be helpful and pleasant, making it as easy as possible on the guest rather than our department or the Hotel.

   

  ESSENTIAL REQUIREMENTS

   

  Educational Requirements:

• Bachelor’s Degree in hospitality or related field.

   

  Language Requirements:

  Fluent in oral and written Turkish and in English.

   

  Experience Requirements:

• Minimum of 2 years experience in spa industry or hospitality.

   

  Physical Requirements:

• Should be able to support operational activities. May required to make house tours and assist guests.

   

  Special Requirements (If Any):

• Basic Accounting.

• Computer literacy in Microsoft Office, Word, Excel.

• Safety oriented First Aid.

• CPR - Basic Rescuer.

   

  Usual Working Hours:

• Able to work on a shift bassis during operational hours. (In between opening and closing hours)