Wellness Concierge - Chinese Speaking

At Waldorf Astoria Maldives Ithaafushi, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

As Wellness Concierge serving Waldorf Astoria brand is always working on behalf of our Guests and working with other team members.  You should maintain the attitude, behaviors, skills and values that follow :

Education

• Qualifications or courses relating to Spa, administration and management

• Educated to high School level with previous Spa experience

Experience

• Previous experience (minimum 2-3 years) of working in Reception or Retail experience in a spa environment or similar role with a Luxury Resort/Hotel

• Proven experience of working to and understanding key functions of Spa and Salon services

Competencies

• Candidate must have a good command of spoken and written English and fluency in Chinese language

• Technical proficiency in Microsoft Office applications (excel spreadsheets, PowerPoint, Word) and related software’s

• Demonstrates ability to interact effectively with various levels of management

• Friendly demeanor, positive and enthusiastic attitude with strong customer focus and ability to work independently

• Honesty, integrity, passion for hard work and achieving results and successful outcomes

• Enjoys working collaboratively and is a key team player with a “can do” attitude and thrives on a challenge

• Able to interact effectively, create solutions, influence others and work diplomatically with a wide range of individuals

• Professional approach, clean and well-groomed at all times

• Good understanding of Hilton, its core values and management structure

• Demonstrates an understanding of commercial awareness, able to adapt to changing priorities with key judgement and decision-making skills

• Ability to work under pressure at all times

• Ability to multi-task and meet deadlines

• Customer centric

• Ability to demonstrate working and engaging teams from different cultures

• Strong verbal and written communication skills along with being quality oriented with focus on details

• High-performance standards

Specifically, as a Wellness Concierge for Waldorf Astoria Maldives you will perform the following tasks to the highest standards: 

Main Duties:

• Process the check-in and checkout details for all Spa guests, including retail sales, guest forms, and guest history data input

• Maintain immaculate presentation standards of the arrival area, including retail area

• Promotes and maintains the highest level of customer service to all guests while staying alert of their needs

• Oversee the housekeeping and presentation standards of the Reception, Consultation and relaxation areas

• Execute the guest service protocols for the Arrival and Consultation areas, Retail and relaxation areas

• Manage supplies and product inventory for the arrival reception and retail zones

• Conduct opening and closing spa procedures

• Actively promote home care programs, meeting maximum retail sales goals

• Provide detailed information for spa treatments, packages, services, facility, features, and provide spa tours for prospective guests.

• Attend to pre- and post-consultation processes and provide treatment orientations

• Monitor daily treatment schedule and meet maximum treatment sales goals

• Monitor treatment room turnover to ensure they are prepared for arriving guests

• Interpret and action therapist’s retail and re-booking recommendations for guests

• Report accidents, injuries, and unsafe work conditions to the manager; complete safety training and certifications.

• Follow all resort policies and procedures

• Ensure uniform and personal appearance is clean and professional

• Protect and properly use the resort’s assets

• Possess the ability to work with minimal supervision

• Attend all required meetings and training sessions

• Receive and process all Spa property telephone calls, including reservations, general inquiries, call transfers, gift certificate sales

• Record messages for unavailable personnel and guests, and forward to the appropriate person

• Successfully achieve high call conversion ration to achieve booking performance targets

• Provide knowledgeable assistance to help guide the guest to the correct spa experience

• Provide knowledgeable information about the spa, guest amenities, and resort facilities

• Coordinate a seamless guest journey that will meet the guest’s expectations and deliver high productivity for the Spa

• Promote and process gift certificate sales

• Process appointment follow up and confirmation telephone calls and/or emails

• Complete reservations administration reports as requested by the Director of Spa / Assistant Spa Manager

• The Resort requires that you perform any task deemed necessary by the Director of Spa / Assistant Spa Manager for the efficient running of the Spa Department specifically and the Resort in general.