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Associate Account Manager

COMO Hotels & Resorts - Americas

Associate Account Manager

National
Paid
  • Responsibilities
    • Ensure high standard of service and high quality of treatments at all times.
    • Ensure staffs are professional, courteous and attentive to every guest’s needs.
    • Take service recovery action should there be a glitch or guest complaint.
    • Ensure health and safety standards are maintained at all times.
    • Ensure staffing level is sufficient and appropriate to promote smooth flow of daily operation.
    • Approve monthly roster.
    • Ensure staff carries out tasks appropriately according to their designation.
    • Carry out appropriate disciplinary action as and when necessary.
    • Ensure the spa areas and facilities are properly maintained and well organized in order to provide an optimal environment to guests and staff.
    • Ensure cleanliness of spa areas and facilities are kept at all times by implementing proper cleaning schedules.
    • Assist the Manager in coordinating and host yoga retreats or spa related events.
    • Ensure visiting consultants or yoga instructors for the retreats are well looked after and properly assisted.
    • Promote retreats and spa events to bring in more revenue.
    •  Identify training needs within department and propose to Manager.
    • Ensure staff attends scheduled trainings.
    • Assist the Manager in departmental trainings by conducting or supervising the trainings.
    • Identify retail products and operational supplies that are low in stock and propose to CS Manager to reorder.
    • Ensure staff follows procedures set in stock management.
    • Ensure staff carries out proper inventory to prevent discrepancy
    • Assist the Manager in monthly report preparation.
    • Ensure staff follows cost control procedures and corrective action plan that are implemented to improve the department expenses situation.
    •  Set high standards and expectation for the department and lead the team by example.
    • Recognize outstanding staff performance and deal with substandard performance fairly, immediately and constructively.
    • Take responsibility of your own action.
    • Develop expertise of your subordinates by giving them support, motivation and direction.
    • Exercise good judgement by being fair and practical
    • In the absence of spa manager, attend daily managers meeting/briefing to give and receive departmental information.
    • Conduct daily briefings within your department to ensure that all information is passed down-line to staff.
    • Assist the Manager in preparing monthly meetings within the department to ensure that all employees are kept up to date with all appropriate information relating to the operation and the guests.
    • Attend monthly meeting with Spa Manager and supervisors to discuss departmental issues and solution to the issues.
    • Be available for your employees, listen to them and be ready to coach and advise them so that they can remain motivated.
    • Maintain department boards up to date and ensure that all appropriate property and company information is shared with your team
    • Communicate and ask for assistance from your superior when faced with difficult problem or situation that you have not experienced before
    • Pay attention to your verbal and non verbal communication when dealing with others – you set the example for all employees to follow
    • Practice speaking in English (if it is not your first language) and attend any training that is offered to you
    • Communicate to others clearly and always follow the correct lines of communication
    • Always promote open communication within the property – advise others that do not promote this through their actions and behaviours
    • Be open to receive feedback from others and be able to provide constructive feed back to others focusing on facts and not personal opinion
    • Follow all rules relating to confidentiality of property and company information and do not share information with inappropriate people

    Required Skills

    • Must have excellent knowledge of standard retail store operations procedures and excellent managerial and supervisory skills, as well as, proper motivational skills
    • Excellent written and verbal communication skills.
    • Customer service skills; teamwork; multitasking.
    • Basic knowledge of MS Office suite; Knowledge of Micros, Opera or similar preferred.

    Required Experience

    • University degrees and/or two years experience with spa and/or massage therapy industries.
    • Understanding of five star resort operations
  • Qualifications
    • Must have excellent knowledge of standard retail store operations procedures and excellent managerial and supervisory skills, as well as, proper motivational skills
    • Excellent written and verbal communication skills.
    • Customer service skills; teamwork; multitasking.
    • Basic knowledge of MS Office suite; Knowledge of Micros, Opera or similar preferred.