Job Summary 

To be the link between the guest and the Rosewood Explorers; to oversee the children needs during their stay and provides personal service in assisting their need. To be responsible for gathering preferences and information so the guest recognition is ensured for the next Rosewood Explorers visit; to be responsible for maintaining high standards of the hotel when fulfilling his/her duties; to keep a critical eye on Rosewood Explorers cleanliness and have a thorough knowledge on the functioning of Rosewood Explorers and hotel in general. Essential Duties and Responsibilities

General Duties

•Anticipate guests’ needs by being observant, respond promptly and acknowledge all guests at all times with an emphasis on personal service.

•Maintain positive guest relations at all times and resolve guest complaints, ensuring guest satisfaction is ensured by reporting any issues to the Leisure Supervisor and Director of Wellness.

•Follow Wellness/Fitness opening procedures, greeting guests upon arrival, and checking in guests where necessary inspecting the Wellness/Fitness area making sure it is fully stocked, clean and tidy regularly throughout the day.

•Stock and maintain cleanliness of the kids facilities.

•Ensure all documentation on fitness equipment checks, cleaning and Health & Safety is completed in accordance with company policy.

•Maintain towel/linen, robe supplies and ensure the shower area is well stocked, clean, hygienic, and safe for guest use.

•Make sure there are sufficient guest supplies and amenities available for use such as water, fruits, towels, collecting deliveries and ordering is organized.

•Assist with other wellness job functions as assigned by the Director of Wellness or Leisure Supervisor.

•Ensure items lost and found are registered as lost property in accordance with company procedure.

•Follow closing procedures and ensure that all areas are left clean, tidy and fully stocked ready for guests’ use.

Rosewood Explorers Duties

•To provide a courteous, professional, efficient and flexible service at all times.

•To have a full working knowledge and ability to perform all duties and tasks listed in his/her job description. Please note that Job description can be reviewed and changed on a regular basis reflecting change in trends, guest expectations and operating philosophies.

•To maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

•To ensure that standards are maintained at a superior level on a daily basis.

•To respond to guest inquiries on Rosewood Explorers activities and timing and other information regarding the facility and services of the hotel in general.

•To inspect pool area at the start, during and at the end of shift to ensure that the set-up of the department is in accordance with established standard.

•To ensure Rosewood Explorers environment is set up as per standard.

•To monitor and maintains cleanliness, sanitation and organization of assigned work areas.

•To check all games, play station games and manual items of the Rosewood Explorers at the start, end and if necessary during her/his shift.

•To perform opening and closing procedures according to the shift and ensuring proper inventory is filled in and signed.

•To check the condition of TV, Wii and equipment and reports any damage immediately to the supervisor.

•To anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day. Maintain positive guest relations at all times.

•To respect the privacy of the guest at all times

•To attend briefings, as required.

•To maintain good relationships with colleagues and contributes to team spirit. Cooperates and coordinates with colleagues whenever necessary.

•To interact with other departments to provide additional or specialized guest services.

•To establish a rapport with guests, providing guest recognition and good customer relationships.

•To help update with supervisor the guest history in the system accordingly to information collected

•To understand and strictly adhere to the Rules & Regulations established in the Employees Handbook and the Hotel’s policy on Fire, Hygiene, Health and Safety.

•To report for duty punctually wearing the correct uniform and name tag at all times.

•To maintain a high standard of personal appearance and hygiene at all times.

•To ensure weekly activities schedule is posted on time

•To create new activities for the kids, according to the time of the year, Christmas, Easter…

•To maintain a high standard of personal appearance and hygiene at all times.

•To maintain high standards of the hotel when fulfilling his/her duties

•To maintain a calm, courteous and gracious attitude at all time

•To maintain a good rapport and working relationship with staff in all other departments.

•To be very familiar with the Wellness division/ Rosewood Explorers policies.

•To attend and contribute to all staff meetings, Departmental and Hotel training as scheduled and other related activities

•To undertake any reasonable tasks and secondary duties as assigned by the Spa supervisor/Ass. Manager

•To project at all times a positive and motivated attitude and exercise self control.

•To maintain good relationships with colleagues and contributes to team spirit. Cooperates and coordinates with colleagues whenever necessary.

•To interact with other departments to provide additional or specialized guest services.

•To carry out any other reasonable duties and responsibilities as assigned.

Standard Responsibilities

• Comply and adhere to the Rosewood company policies.

• Take on other tasks in addition to the ones stated, in a reasonable framework.

• Be a “brand ambassador” at all times and ensure brand integrity and clarity are always maintained.

• Maintain an understanding of the wellness industry and Asaya philosophy (emotional, physical, nutrition, skin health, community.)

• Understand that as a representative of Asaya they will maintain a healthy, fit appearance and a positive attitude.

• Model the Company’s culture, vision, mission, and core values at all times.

• Be mindful of and active in a Spa & Wellness lifestyle and strive to inspire wellness-focused change in others.

• Maintain personal grooming and appearance according to the standards.

• Maintain a positive attitude toward guests, associates, subordinates, and hotel management. Avoid engaging in gossip or any dialogue that may diminish the direction and goals of the hotel and the hotel group. 

Confidentiality

Whist working for the company there will be access to a wide variety of confidential information concerning the company, guests, and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests, and employees, unless otherwise stated.

Health & Safety

•Be aware of and comply with safe working practices as laid down under the Health and Safety Act as applicable to your place of work. This will include your awareness of any specific hazards at your workplace.

•The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory.

•Report any defects in the building, plant or equipment according to hotel procedure.

•Ensure that any accidents to staff, guests or visitors are reported immediately in accordance with correct procedures.

•Attend Statutory Fire, Health & Safety training and be fully conversant with and abide by all rules concerning Fire, Health & Safety.

•Be fully conversant with:

oRegulations

oRisk Assessments for your department

oHotel Fire & Bomb Procedures 

Other

• The above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.

•As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.