About Four Seasons:
Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.
At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.
About the location:
In the heart of Worli - the business hub of India’s largest city and close to the entertainment and commercial district of Lower Parel, Four Seasons Hotel Mumbai is a chic urban oasis with an intimate, boutique atmosphere. The brand's first hotel in India, Four Seasons Hotel Mumbai echoes 'Powerhouse Luxury' in the city that never sleeps. Known for unparalleled food & beverage options such as those at AER Mumbai, an award-winning rooftop bar, as well as San:Qi, a city-favourite pan-Asian restaurant with wine bar, private dining rooms, four open-style kitchens overseen by master craftsmen and an extensive menu offering Indian, Chinese, Thai and Japanese delicacies.Basic Function:
Welcomes and greets all Spa guests that comes to the Spa by effective usage of GOLDEN with recognition and guest name, assists them with Spa/Salon bookings and Services. Responsible for checking in appointments and checks guest out of the Spa preparing and explaining the bill. Promotes Spa and Salon retail,responds to a wide variety of guest Spa requests by accurately assessing the guest needs and requests by adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies
Role and Responsibilities:
General
1. Is directly responsible for the day to day key processes in his/her area of work
2. Assists his/her supervisor/Manager in executing the day to day operational requirements
3. Assumestraining responsibilities when required; demonstrates a high degree of standards awareness; promotes teamwork and acts as role model
4. Attends all scheduled training sessions
5. Actively offers operational, employee and customer (internal and external) relatedfeedback to management
6. Displays warmth, care and genuine enthusiasm when dealing with guests and internal customers; lives the Golden Rule
Departmental
Welcome and acknowledge each and every guest with a smile, eye contact and a friendly verbal greeting, using the guest’s name when possible
Coordinates and performs Spa guest arrival, departure and cashiering tasks in accordance with hotel standards; Provides genuine hospitality and recognition in the work area; adheres to hotel credit policies and procedures
Possesses a high degree of product knowledge and relevant technical skills; intuitively recommends and effectively up sells Treatments, Membership,Salon Services and Retail Products in a sensitive and personalized manner
Keeping a track of Guest/Residence/Members and outside guests Preference Database.
Provides individual assistance and accurate information in an effective and timely manner; offers a special touch when an opportunity is presented
Anticipates guest needs and takes ownership of guest concerns and requests; acts decisively to ensure guest satisfaction; reports all glitches to Manager for further follow up
Handles unexpected situations and emergencies in a composed and intelligent manner and in accordance with hotel policies and procedures
Performs any other tasks or projects as assigned by hotel management and staff.
Thank guests with genuine appreciation and provide a fond farewell.
Assists other employees to ensure proper coverage and prompt guest service.
Specific Responsibilities and Tasks
General
1. Adheres to the hotel's code of conduct and grooming & hygiene standards
2. Is seen as working hands-on, assists colleagues in crunch times; Walks the talk
3. Actively participates in briefings and meetings
4. Maintains a clean and orderly work area and promotes a safe working environment
5. Performs any additional duties as assigned by Supervisors/Managers
6. Follow Company and department policies and procedures
Departmental
1. Is competent in the use of the property management system; collects, retrieves and accurately updates relevant data; follows impeccable telephone etiquette
2. Ensures the work area is ready for service; assists in supplies requisitions according to established procedures
3. Has a thorough understanding of every Salon/spa treatments including benefits, indications & contraindications. Is highly sensitive to guests’ preferences and special requests; offers meaningful alternatives when special requests cannot be met
4. Operates the Spa software system for spa reservations and all other functions without mistakes
5. Reads and updates the daily log and communicates relevant information to the staff.
6. Produces all Spa/Salon reports as required by management.
7. Process all charges, balance, scan and drop receipts with accounting.
8. Strictly complies with hotel's cash handling policies and procedures
9. Sets up and handles gift certificates.
10. Maintains & updates the monthly reports related to business
Experience:
Minimum 2 years of relevant experience in 5 star hotels or resorts - preferably in Spa
Knowledge of computers, cashiering, Retails will be added advantage.