Guest Services Officer – Spa Jobs in Dubai – UAE at SOFITEL

Title: Guest Services Officer – Spa

Company: SOFITEL

Location: Dubai – UAE

Type: Full Time

Category: Hospitality/Catering, Beauty/Hairdressing



Maintain a daily activity log.

Maintain guest history files on all existing guests.

Maintain front desk with sales collateral, office supplies and promotional materials.

Attend all safety meetings.

Attend all staff meetings.

Input retail and professional stock order shipment data into the software according to the So Spa standards.

Price all received inventory and place inventory in the designated secure area.

Increase the client base by adding new clients to the mailing list and keep a guest profile/purchase preference record.

Financial and Revenue Responsibilities

Work as part of the team to achieve department sales budgets and forecasts.

Achieve retail targets as a percentage of revenues.

Provide billing for appointment and package cancellations.

Process all retail sales and posting charges.

Identify to manager any posting discrepancies.

Training and Human Resources Management

Attend product or education classes related to position.

Attend all staff training in accordance with the Annual Training Plan.

Provide staff mentoring when required.

Guest Service Responsibilities

Greet all arriving and departing guests by name.

Answer the telephone in a prompt friendly manner.

Receive and respond to all guest concerns, comments or complaints with discretion and urgency.

Introduce guests to the Spa Supervisor, advise all incoming guests of spa procedures, special instructions, additional available treatments and billing procedures.

Provide explanations of services provided and spa specialties.

Inquire as to the guest experience and level of satisfaction with treatments and services.

Maintain positive guest relations at all times, including in-house guests, day guests, and telephone enquiries.

Ensure that the standards of guest service are as set in the spa training manual are conducted as per the standard operating procedures.

Conduct butler service consultation and full fill guest profile form, if the Spa Supervisor is not available.


Confirm all upcoming appointments and treatments.

Block required treatment rooms and schedule therapists for incoming guests.

Process all guest charges to the appropriate credit card, folio or account.

Post package charges to appropriate folio and account(s).

Book incoming spa reservations and appointments efficiently and accurately.

Practice yield management techniques in scheduling and booking appointments.

Accommodate guest preferences

Handle all transactions efficiently and accurately.

Maintain a cash bank with appropriate change, balance at the end of each shift.

Balance all other billing techniques at the end of shift

Ensure lobby lighting and music levels are correctly set and maintained.

Maintain lobby and desk cleanliness at all times, practice a “clean as you go” approach to the work areas.

Assist the Spa Supervisor with guest relations and scheduling when necessary.

Advise the guest on retail opportunities, either through the prescription card as given by the technician or through your own recommendations

Maintain working knowledge of the following:

– Spa reservations systems

– Point-of-sale system

– Property management system

– Telephone and paging/intercom system

– Ensure lobby lighting and music levels are correctly set and maintained.

– Keep abreast of daily appointments, arriving guests, available appointments, specials, etc…

– Keep abreast of retail b…