PLACE OF WORK: Bvlgari Hotel Milan
PURPOSE OF THE ROLE: The Spa Intern will be trained in both Sales & Reservations and Duty Manager Roles at the Spa. Responsible for maximising the revenue of the spa through effective scheduling, yield management and sales. As an Ambassador for the spa this role ensures outstanding five star guest relations, delivering Spa and hotel brand standards at the Spa.
REPORTING TO: Spa Director
 Maximise revenue of treatments and programmes through effective scheduling, yield management and cross sales.
 Contribute to the team’s overall targets and strive to achieve personal targets and goals as set out by the Spa Management team.
 Maintain a sound treatment and retail knowledge with the ability to accurately describe benefits and prices.
 Up sell current spa promotions/programmes whilst ensuring uptake is recorded accurately.
 Actively recommend products and provide further consultation to guests to ensure that sales are closed on product recommendations made by the therapists.
 Encourage clients to return by recommending an ongoing treatment programmes, inviting guests to rebook.
 Responsible for all billing procedures at the reception desk and the correct reconciliation of funds at the close of each shift and at the end of the day’s work.
Bulgari Hotel Milano - Job description
GUEST RELATIONS
 Maintain the highest standard of guest service by following Bvlgari Spa Milan protocols and displaying genuine care and attention to detail.
 Conduct spa tours for all guests, VIPs and prospective clients. Act as an Ambassador for the spa at all times.
 Consistently record guest preferences, accurately updating guest profiles and communicating any relevant information to colleagues.
 Ensure confidentiality at all times including data protection, medical details and any information provided in confidence by the client.
 Report any guest complaints to the Duty Manager so that they can be handled promptly and effectively.
RECEPTION STANDARDS/OPERATIONS
 Organise scheduling of appointments to maximize use of time and profitability whilst ensuring that the client’s needs are of first importance.
 Obtain and accurately record all relevant guest information including contact details, credit card details and requests/preferences. Prepare all guest correspondence and administration as per standard operating procedures and ensure excellent presentation.
 Respond to all guest enquiries promptly and efficiently.
 Provide information on spa facilities during tours including benefits, utilisation instructions and health and safety.
 Maintain the cleanliness, presentation and organisation of the reception area at all times.
 Ensure that adequate supplies of all public information material are available and are in immaculate condition.
 Record and track turn away business and repeat guests through the Spa Software system.
 Prepare the reception area for the start of the next shift, ensuring all messages are communicated and carry out a detailed hand over.
 Answer telephones within three rings and in a professional manner, following standard operating procedures and LQA standards.
 Liaise with other hotel departments to ensure guest needs are met and communicated. Maintain a good knowledge of the hotel and facilities available.
DUTY MANAGEMENT
 Act as Duty Manager when assigned this role as part of the rota created by the Spa Director.
When on duty:
 Ensure the facility is adequately manned at all times. Oversee the smooth running of all business centres (gym, treatment area, hair saloon) in the spa.
 Inform the relevant department head of any complaints or issues regarding the Spa’s facility, taking action or recommending amendments if necessary..
Bulgari Hotel Milano - Job description
 Complete opening and closing procedures with check lists per relevant area on a daily basis, reporting any housekeeping or maintenance issues to the relevant department and ensuring prompt resolution.
 Carry out daily briefings with the entire spa team, communicating guest information, hotel news and revenue targets.
HEALTH & SAFETY
 Receive training on all relevant legislation pertaining to the Health and Safety at Work Law and Health and Hygiene standards.
GENERAL
 Maintain a high standard of appearance and personal hygiene as laid down by the Spa Director.
 Always be punctual.
 Support all departments in the spa including covering reception and spa attendant duties as and when required.
 Must adhere to training as set down by the Spa Director and attend all training courses as deemed necessary.