崗位職責/職位描述

工作職責：
1. To have a complete understanding of the Waldorf Astoria Shanghai Team handbook and adhere to the rules and regulations of the hotel
熟知華爾道夫酒店員工手冊全部內容，并嚴格遵守酒店各項規章制度
2. To have a complete understanding of and adhere to the hotels policy relating to fire, hygiene, health and safety.
熟知并遵守酒店有關消防、衛生、健康和安全的各項政策
3. To be fully familiar with Waldorf Astoria brand value and core competencies and follow these standards of service as they apply to the Spa department.
熟知華爾道夫品牌價值理念、核心競爭力，達到要求的服務標準并運用到spa中
4. To report to work, punctually, wearing uniform and name tag at all time.
準時到崗上班，著裝整潔并隨時佩戴名牌
5. To maintain a high standard of personal appearance and hygiene at all time by adhering to the Waldorf Astoria Shanghai grooming standard.
時刻保持一個整潔得體的高水準個人形象，以達到華爾道夫對員工形象的要求標準
6. To have a proper body gestures and oral expression at all time
時刻保持得體的行為舉止
7. To follow Standard Operation Procedures （SOP） at all time.
工作要符合標準操作程序（SOP）
8. To takes direction from management, regarding operational issues.
對于運營方面的問題，要服從上級管理
9. To attend and actively participate in training sessions
積極參與各類培訓
10. To report any suspicious looking persons or packages that are delivered, dumped or found in the hotel and report to the supervisor or security.
一旦在酒店內部發現任何可疑人物或物品，立即會報上級或保安部
11. To keep himself/ herself up to date on the knowledge of the hotel facilities, products and service on offer.
保證個人對酒店所有設施、產品及服務的全新了解，以便及時提供給客人
12. To ensure high standards and cleanliness in the Spa
確保SPA設施及衛生達到要求的高標準
13. To report any maintenance issues to the Supervisor or Spa Manager to ensure a smooth operation.
及時向主管或經理匯報工程問題，以確保正常運營
14. To keep himself / herself up to date with the Satisfaction and Loyalty Tracking （SALT） and seek to positively increase these result.
及時查看SALT分數,并積極發現問題，提高水平
15. To provide courteous, efficient and professional service at all times.
時刻以謙恭、高效、專業的標準來服務客人
16. To notify Spa manager immediately for any guest complaint, as well as taking ownership on guest inquiry.
若遇客人投訴，立即通知SPA經理，同時積極解決客人的詢問
17. To coordinate with Spa Therapists to ensure that bookings and treatments run smoothly and punctually throughout the day.
與理療師積極協調以確保每天預訂的療程能夠準時順利地進行



Customer
1. To always excel a memorable once in a lifetime service experience without fail
為客人創造一段記憶深刻的享受時光
2. To constantly strive to increase satisfaction level through self creativity, responsiveness and enhance service quality.
努力通過樹立自我創造力和責任心來提高服務質量，從而提高顧客滿意度
3. Always try to go the ‘extra mile’ by anticipating his or her needs and create a wow effect
愿意付出更多的努力，以求達到客人的期望值或為其創造意外的收獲
4. Cultivates guest relations and rapport by engaging with guest, creating a high standard and personalized service with courteous and professional manner at all time.
主動與客人交流以培養良好的客戶關系，以謙恭和專業的態度創造高標準的個性化服務
5. To provide a warm welcome to all guests entering the spa and respond to guest queries whilst adhering to service standards.
以向客人表示熱情友好的問候和積極耐心的回應，來達到所要求的規范化服務標準
6. To ensure that the guests have a clear explanation of the spa facilities, spa services and treatment procedures upon booking.
確保提供給客人有關spa設施、服務、療程及預訂的明晰介紹
7. To ensure that spa bookings are confirmed in writing and informed to the guest via confirmation card or confirmation email.
通過寫確認卡或發郵件來向客人確認spa的預訂信息

任職資格：
1. To always excel a memorable once in a lifetime service experience without fail
為客人創造一段記憶深刻的享受時光
2. To constantly strive to increase satisfaction level through self creativity, responsiveness and enhance service quality.
努力通過樹立自我創造力和責任心來提高服務質量，從而提高顧客滿意度
3. Always try to go the ‘extra mile’ by anticipating his or her needs and create a wow effect
愿意付出更多的努力，以求達到客人的期望值或為其創造意外的收獲
4. Cultivates guest relations and rapport by engaging with guest, creating a high standard and personalized service with courteous and professional manner at all time.
主動與客人交流以培養良好的客戶關系，以謙恭和專業的態度創造高標準的個性化服務
5. To provide a warm welcome to all guests entering the spa and respond to guest queries whilst adhering to service standards.
以向客人表示熱情友好的問候和積極耐心的回應，來達到所要求的規范化服務標準
6. To ensure that the guests have a clear explanation of the spa facilities, spa services and treatment procedures upon booking.
確保提供給客人有關spa設施、服務、療程及預訂的明晰介紹
7. To ensure that spa bookings are confirmed in writing and informed to the guest via confirmation card or confirmation email.
通過寫確認卡或發郵件來向客人確認spa的預訂信息

Profit
1. Sells resort facility and service by talking to guest about hotel facilities and events.
通過向客人介紹酒店的設施及場所來銷售一些產品或服務
2. To actively sell and up sell the appropriate Spa, retail, and fitness services to the guests with a thorough knowledge of the retail product sold in Spa.
積極通過運用全面的spa相關知識向客人銷售或增銷相應的spa產品或療程
3. To ensure that bill is accurate and recorded daily on necessary reports
確保每日賬單準確無誤并作出相關報表
4. To complete and assist in administrative duties as needed
需要時完成或幫助上級管理相關事務
5. Organizing schedules to fully utilize time and profitability while ensuring that guests’ needs are of prioritized
合理安排時間表，以便盡可能滿足客人的需求，從而充分利用有效時間獲取最大收益
6. To achieve daily and monthly sales targets set by the spa manager.
實現spa經理制定的每日每月銷售指標
7. To be aware of the individual responsibility to handle resort properties and equipments with care at all time.
時刻明確關心和保護設備的工作職責
8. To solely contribute in the energy saving plan.
積極作出可行的節能計劃
9. To ensure that departmental operation budget is strictly adhered to maximize revenues and minimize expenses.
控制成本

People
1. To keep courteous and professional relationships in between team, peers and colleague or from, other Waldorf Astoria property, any other Hilton property and other colleague from competitor.
無論對酒店同事、希爾頓集團同事或對同行業都要以彬彬有禮、專業化的態度去面對，保持良好的合作關系
2. Promote team member motivation.
鼓勵并激發員工
3. To be able to create a hassle free working environment.
建立無壓力的工作環境
4. To attend and actively participate in training sessions
積極參加各項培訓
5. To maintain high team focus by showing co－operation and support to colleagues in the pursuit of team goals.
通過保持團隊間相互合作與支持從而達到共同目標
6. To seek direction and support on a daily basis.
根據指導和要求做好每日工作
7. Scheduling reservations for guests and monitoring availability of treatment and staff to ensure punctual service as per the relevant skills of therapists
準確為客人安排預訂，并確保療程和員工的可行性，以便為客人提供準時精湛的服務
8. To be completely knowledgeable about all the retail products and available spa services.
確保熟知spa有關產品和服務知識
9. To ensure the treatment rooms are clean, well stocked and are properly set up prior to commencing a treatment.
在療程開始之前，確保護理房干凈整潔、備用品、所需護理產品及設備都已準備充足
10. To confidently recommend and up sell additional treatments to guests. To try to rebooking guest’s wherever possible.
主動自信的為客人推薦、介紹額外的產品或療程，并努力為客人做下一次預訂
11. To complete written prescriptions with the recommended products for each guests whenever needed.
當客人需要時寫下推薦的產品名稱
12. Any other task as requested by our guests, supervisor or management of the resort.
任何客人的疑問必須及時匯報經理
Specifications


SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY專業知識及工作技能、技巧要求:
? 1 year of experience at 5 stars hotel
1年以上5星級酒店工作經歷
? Computer skills, Microsoft word and excel and outlook
電腦技能，掌握word，excel, outlook
? Spa軟件程序
? Knowledge of proper use and maintenance of SPA equipment.
對于水療中心的設施設備的使用的知識。

REQUIRED QUALIFICATIONS 必要的資歷要求:

? Communicate fluently in English and Chinese
能夠流利地用英語和中文交流