Organization Description
Job Description
Job Description
Position Summary
Serve as a key resource for all gym-related and recreation activities facilitated on the property. Provide information to guests about available recreation facilities, which may include the pool and fitness center. Promote a fun and relaxing atmosphere for guests in all recreational activities and areas by expressing an upbeat and enthusiastic attitude. Observe activity in the recreational facilities and respond appropriately in accordance with local operating procedure in the event of an emergency. Promote the rules and regulations of the recreation facilities intended for the safety and welfare of guests and members. Be aware of possible situations where guests are not able to safely participate in an activity and inform supervisor/manager. Provide assistance to injured guests until the arrival of emergency medical services. Clean and maintain recreational facilities, equipment and supplies. Support the spa team such as the reception when it is unmanned with telephone handling, reservation, and registration.
Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Follow company policies and procedures; ensure uniform and personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Visually inspect tools, equipment, or machines (e.g., to identify defects). Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance and objects weighing in excess of 25 pounds with assistance. Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination. Move through narrow, confined, or elevated spaces. Move over sloping, uneven, or slippery surfaces as well as up and down stairs and/or service ramps. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Perform other reasonable job duties as requested.
CRITICAL TAS
Recreation Communication and Coordination
- Promote a fun and relaxing atmosphere for guests in all recreational activities and areas by expressing an upbeat and enthusiastic attitude.
- Provide information to guests about available recreation facilities, activities, lessons, and equipment.
- Encourage and recruit guests to participate in recreation activities.
- Escort guests to the changing room and convey other areas inside such as the sauna, hammam, hot baths, and shower etc.
Recreation Facilities Safety
- Observe activity in the recreational facility and respond appropriately in accordance with local operating procedure in the event of an emergency. Provide assistance to injured guests until the arrival of emergency medical services.
- Promote the rules and regulations of the recreation facility (fitness center, pool) intended for the safety and welfare of guests and members.
- Be aware of possible situations where guests are not able to safely participate in an activity and inform supervisor/manager.
- Follow company policy and procedure for working with children (e.g., use of waiver forms).
- Complete any certifications/training required by law or manufacturer to instruct guests/clients on the use of equipment.
Recreation Equipment and Supplies
- Sanitize, clean, and maintain recreational equipment and supplies.
- Process payments for rental equipment, recreation activities, facility rentals, or retail sales by applying charges to guest rooms or handling cash and credit card payments using appropriate system (e.g., Micros, PMS).
- Obtain required number of towels from Laundry based on expected daily needs, transport to work area, and fold and stack according to company procedures.
Recreation and Fitness Area Maintenance
- Attend, observe, and ensure pool area is safe.
Guest Relations
- Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
- Address guests' service needs in a professional, positive, and timely manner.
- Thank guests with genuine appreciation and provide a fond farewell.
- Assist other employees to ensure proper coverage and prompt guest service.
- Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
- Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Communication
- Speak to guests and co-workers using clear, appropriate and professional language.
- Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
- Provide assistance to coworkers, ensuring they understand their tasks.
- Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
- Talk with and listen to other employees to effectively exchange information.
Working with Others
- Support all co-workers and treat them with dignity and respect.
- Develop and maintain positive and productive working relationships with other employees and departments.
- Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
- Partner with and assist others to promote an environment of teamwork and achieve common goals.
Quality Assurance/Quality Improvement
- Comply with quality assurance expectations and standards.
Safety
- Follow company and department safety and security policies and procedures to promote a clean and safe environment.
- Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
- Complete appropriate safety training and certifications to perform work tasks.
- Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
- Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
- Identify and correct unsafe work procedures or conditions and/or report them to management and Loss Prevention personnel.
- Maintain awareness of suspicious activity and report any such activity to a manager/supervisor.
- Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
Policies and Procedures
- Follow company and department policies and procedures.
- Protect the privacy of guests and coworkers.
- Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
- Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
- Maintain confidentiality of proprietary materials and information.
- Perform other reasonable job duties as requested.
Physical Tasks
- Read and visually verify information in a variety of formats (e.g., small print).
- Visually inspect tools, equipment, or machines (e.g., to identify defects).
- Enter and locate work-related information using computers and/or point of sale systems.
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance.
- Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
- Move over sloping, uneven, or slippery surfaces.
- Move up and down stairs and/or service ramps.
- Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
