Total 3 job vacancies in Clark Freeport Zone

• Managing Team Performance: Improve team performance on 1st Party Collections KPIs through call listening, behavioral coaching and setting effective action plans. Address Team level variation through targeted coaching for outliers and involving on Continuous Improvement activities
  • Accomplish weekly deliverables, such as:
    • Coaching compliance inclusive of RCAs and action Plans.
    • Weekly Audit requirement and call scrubbings
    • Team attendance infractions insights thru internal Sutherland attendance tool
    • Provide ideas that can help the client improve their product, business, processes and/or policies
    • Present Team Performance to Clients in as needed basis
       
• Client advocate: Address team attendance and attrition through relationship building and removing barriers that affect People Metrics. Improve employee morale
  • Set up accountability discussions on attendance and performance challenges
  • Report potential red flag on employee retention and partner with Operations Manager on stay interviews
  • Keep employees in the loop for any internal and external updates
  • Have Team participate on Site and Program employee engagement activities
  • Come up with Team level mini engagement activities to hype morale

This position is responsible for the smooth and efficient daily operation of the Spa, providing safe and optimum level of service to guests. The Spa Therapist mixes all treatment preparations as per instructed and ensure proper usage of products in treatments performed.   

Spa Operation 

• Maintain thorough knowledge of products for each treatment/therapy and to perform quality massage therapies and body treatments as prescribed in Standard Training Manual. 
• Maintain cleanliness and report deficiencies of any spa equipment with service function at all times. 
• Ensures therapist administration is completed at the end of each day (guest records, stock lists and updates of the logbook). 
• Monitors status of all equipment and notify the supervisor if there are any maintenance or repair needs. Promptly records equipment issues in the logbook i.e. fixtures missing, etc, and notify the maintenance personnel. 
• Ensures effective liaison between spa therapists and receptionists. 
• Restocks professional products in designated treatment room by completing the stock order sheet to ensure that the rooms are fully stocked at all times. 
• Ensure that equipment & facilities are in peak sanitary condition at all times. 
• Ensure that inventory of all spa amenities and toiletries are well stocked at all times. 
• Prepare products and treatment rooms according to specified guidelines and bookings.  
• To create the first positive impression to the guest by greeting them in warm welcoming manner by name addressed. 
• Direct guests to appointments and attend to their needs in every way possible. 
• To be able to answer all questions related to service and identify the benefit or advantage of treatments required to the guest and assists with upselling and retail items. 
• Assist guests with the use of facilities such as steam etc. 
• Maintain treatment rooms in a tidy manner. Check and clean all areas when needed. 
• Maintain accurate records as required by hotel and government regulations. 
• Understand and adhere to departmental standard operations procedures, emergency procedures and safety practices. 
• To assists or participate with demonstrations, events, new training and refreshing program as require. 
• Handle guests’ complaints and comments tactfully and efficiently. Report incidents or other irregularities to Spa & Sport Supervisor and or Manager. 
• Assists to deliver and collect linen inventory to and from Housekeeping on a scheduled basis and assist in the operations of the Spa and Sport Department as required. 
• To establish good relationship and rapport with guests and colleagues 
• To ensure cleanliness and hygiene in work areas. 

Lead RTA in this role get to:

Be the expert:

• Monitor queues in real-time to identify and call out any risks to meeting contractual KPIs like Service Level/ Abandonment % / Line Adherence / Handling Capacity/ SIR .
• Monitor service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level

Extend support:

• Make real-time call outs on performance and staffing level to floor supervisors for appropriate action on non-adhering consultants .
• Coordinate offline activities.
• Prepare EOD performance analysis reports

Strengthen relationships:

• Follow up and ensures callouts on non-adherence are corrected to make improvements in productivity performance to drive optimized service level and utilization delivery.
• Partner with Ops MOD and keeps them informed through callouts on consultant level deviations and KPIs