KEY RESPONSIBILITIES
61 Memorize guests’ preferences to tailor their experience and suggest relevant services and products.

61 Greet all arrivals and departures with a friendly attitude and subtly informed about relevant offerings.

61 Welcome and acknowledge all guests according to service standards.

61 Handle guest complaints by following procedures and ensuring satisfaction.

61 Accommodate and satisfy guest requests kindly and efficiently, recommending additional services that align with their needs.

61 Acquire retreat program knowledge and product knowledge: Stay informed about all services, operating hours, promotions, and complementary products.

61 Maintain up-to-date and accurate information to help guests make informed choices.

61 Be responsible for all information in the Wellness Concierge department.

61 Provide callers with accurate information about retreat facilities, services, highlighting relevant offers and packages.

61 Acquire information about local cultural heritage.

61 Access computer systems according to established procedures and standards.

61 Schedule and note daily group activities, including names and locations, suggesting additional services to enhance group experiences.

61 Monitor and follow up on expected check-ins and check-outs.

61 Report important information to the next shift. including any upselling opportunities or guest interests.

61 Ensure all relevant reports are printed, signed off, filed, or handed over to the next shift.

61 Maintain the condition of the reception and lobby by keeping the desk, equipment, supplies, and entry neat and organized.

61 Answer department telephone within 3 rings using proper etiquette.

61 Avoid placing calls on hold for too long.

61 Assist in emergency situations as the central communication hub for the retreat.

61 Perform concierge services such as arranging transportation, airline reservations, golf, or any special guest requests.

61 Report accidents, injuries, and unsafe work conditions to the Journey Mate on duty.

61 Successfully complete the training/certification process.

61 Assist others as required to reach common goals.

61 Promote retreat services and wellness packages: Actively inform guests about available services and packages.

61 Upsell additional Services and experiences: Suggest enhancements to guests’ stays, such as spa treatments or special dining experiences.

61 Identify sales opportunities: Recognize potential sales moments during guest interactions.

61 Maintain knowledge of promotions and special offers: Stay updated on current promotions to effectively market them to guests.


REQUIREMENTS
Acquire working experience in wellness industry (retreat, resort etc.)
Have professional training in hospitality industry
Able to communicate in Mandarin or English fluently
Having good communication skills
Able to operate basic computer skills