AWAY Spa Receptionist

Additional Information EU Nationality or work permit for the Czech Republic needed

Job Number 24053342

Job Category Spa

Location W Prague, Vaclavske namesti 826/25 Praha 1, Prague, Czech Republic, Czech Republic

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Non-Management

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. With us, there’s always more. We dare to deliver a different kind of luxury. One that revels in bold ideas and indulges in the unexpected. We believe luxury is the freedom to be yourself and explore desires: whatever, whenever. Let go, let loose - that’s half the fun.

Our target consumer is The Connector. Our guests are curious, charismatic, free-spirited, and magnetic. They are the spark that makes it happen. The ones who never stop exploring, pulled to the energy of people and places. True to themselves and open to everything. They make the world their own. They bring the crowd together.

W Prague will feature 161 rooms and suites, a rooftop bar and an outdoor terrace, the perfect location for style-savvy locals and guests to enjoy sweeping cityscape views and a fabulous cocktail and culinary experience. The hotel will feature the W Lounge, the brand’s spin on the hotel lobby, along with several restaurants and bars and some ultra-modern event space. In addition, guests are invited to experience the indoor WET pool deck, FIT fitness center and AWAY Spa. Throughout the hotel, the brand’s unique Whatever/Whenever service is always available, delivering whatever they want, whenever they want it.

W is a destination, more than a hotel. An iconic lifestyle brand, offering guests unprecedented insider access to a world of “Wow” through contemporary cool design, fashion, nightlife, celebrities, and entertainment.

JOB SUMMARY

As an Away Spa Receptionist, the responsibility is to provide exceptional customer service and administrative support to guests and talent in the spa facility. Your duties include greeting and welcoming guests, scheduling appointments, answering phone calls, and responding to inquiries about spa services and packages. You will manage the spa's appointment book, ensuring accurate scheduling and coordinating with spa therapists and other talents to optimize appointment availability. Additionally, you will handle client check-ins and check-outs, process payments, and maintain guests records and confidentiality. You may also assist with retail sales of spa products and merchandise, as well as maintain cleanliness and organization at the reception area. Your goal is to create a positive and professional first impression for guests, ensure smooth operations, and contribute to overall guests satisfaction and loyalty. Strong communication, organizational, and multitasking skills, as well as a friendly and approachable demeanor, are essential for success in this role.

CORE WORK ACTIVITIES

Safety and Security

• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure 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).

• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

• Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.

• Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.

• Follow Hazardous Material Management Program procedures for handling and disposing of chemicals, fertilizer, pesticides, blood borne pathogens, etc., including using Material Safety Data Sheets (MSDS).

• Maintain awareness of undesirable persons on property premises.

Policies and Procedures

• Follow company and department policies and procedures.

• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.

• Protect the privacy and security of guests and coworkers.

• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

• Maintain confidentiality of proprietary materials and information.

• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Welcome and acknowledge each 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.

• Assist other employees to ensure proper coverage and prompt guest service.

• Thank guests with genuine appreciation and provide a fond farewell.

• 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).

• 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.

• Address guests' service needs in a professional, positive, and timely manner.

• 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.

• Talk with and listen to other employees to effectively exchange information.

• Provide assistance to coworkers, ensuring they understand their tasks.

• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

Assists Management

• Coordinate tasks and work with other departments to ensure that the department runs efficiently.

• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.

Working with Others

• Develop and maintain positive and productive working relationships with other employees and departments.

• Partner with and assist others to promote an environment of teamwork and achieve common goals.

• Support all co-workers and treat them with dignity and respect.

• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

• Actively listen to and consider the concerns of other employees, responding appropriately and effectively.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• 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 10 pounds without assistance.

• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.

• Move up and down stairs and/or service ramps.

• Visually inspect tools, equipment, or machines (e.g., to identify defects).

Guest Scheduling and Check-In

• Answer questions about general property information and amenities.

• Provide general spa orientation to guests upon arrival, such as the location and use of locker rooms, lounge areas, and hospitality stations.

• Answer questions about services available in the spa/salon to assist individuals in selecting a service.

Provide Spa/Salon Services

• Offer guests amenities such as water, juice, or heated neck pillows.

• Promote and sell spa/salon services.

• Monitor and stick to time schedule to stay on schedule throughout the day.

Maintain Spa/Salon Environment

• Maintain appearance of spa/salon locker room and lounge areas by picking up and cleaning as needed throughout shift.

• Dispose of trash and dirty linens in the proper area.

• Secure supplies and equipment at the end of each shift.

• Obtain linens and towels from Laundry and fold, stack, and store linens/towels in designated locations.

• Stock towels, linens, supplies, and amenities for guests in the spa/salon locker room, lounge areas, and hospitality stations.

• Notify Engineering of spa/salon maintenance and repair needs.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.