Spa Receptionist

Job Scope

• Deliver exceptional customer service to guests, providing assistance and consultation on spa-related inquiries in accordance with Banyan Tree and Forbes standards.
• Respond to telephone calls in a professional, courteous, and polite manner, adhering to Banyan Tree and Forbes standards when providing information, answering inquiries, and confirming spa reservations.
• Accurately record all guest bookings, ensuring that they are distributed fairly among therapists.
• Ensure that all cashiering functions are performed in accordance with spa and MBS Finance accounting procedures.
• Take ownership of and demonstrate initiative in resolving minor guest objections to enhance guest satisfaction.
• Refer major guest objections to immediate superiors to prevent further guest dissatisfaction.
• Maintain the cleanliness and tidiness of the spa area.
• Coordinate with the Engineering Department on repair and maintenance work required in the spa area.
• Conduct inspections of the spa areas as directed.
• Ensure the accuracy of administrative duties, including daily spa summary revenue forms, cash floats, general reports, daily revenue reports, and flash reports.
• Maximize spa slots, rooms, and therapists' productivity by up-selling spa packages and rewards programs and promoting availability of slots.
• Maximize and increase spa capture rates.
• Resolve minor guest complaints and raise customer satisfaction levels as per the empowerment program, referring to superiors for assistance with more complex situations.
• Act as mini-managers and take responsibility for designated areas assigned to their care.
• Enhance interaction and independence with guests' contacts to raise their confidence levels.
• Develop independence and confidence in making decisions, rather than relying on superiors.

Job Requirements

• Minimum 2 years of prior experience in a front-line customer service position, preferably in the hospitality or related industry.
• Excellent customer service and communication skills.
• Able to operate basic computer applications and handle incoming calls/enquiries.
• Able to commit to rotating shifts, including weekends (no overnight shifts).

Marina Bay Sands is committed to building a diverse, equitable, and inclusive workforce, providing equal opportunities as we grow our talent base to match our growth ambitions in Singapore. Our employees are committed to adhering to and abiding by all rules, regulations, policies, and procedures, including the rules of conduct and business ethics of the Company.