Key Responsibilities
Operational Supervision & Quality Assurance:
Ensure all wellness spaces, treatment rooms, and guest touchpoints are prepared, pristine, and aligned with Raffles standards prior to guest arrival.
Coordinate the seamless execution of wellness itineraries, spa appointments, and recreational experiences.
Monitor readiness of wellness amenities, equipment, and products to ensure consistent quality and presentation.
Support the Spa & Wellness team in maintaining operational flow and service efficiency.
Guest Experience & Service Excellence:
Act as the primary point of contact for guests’ wellness journeys, curating personalized and meaningful experiences.
Anticipate guest needs and preferences to deliver bespoke, intuitive, and emotionally engaging service.
Conduct wellness consultations to recommend appropriate treatments, fitness activities, and lifestyle experiences.
Coordinate in-room wellness experiences, including bath rituals, recovery setups, and relaxation amenities.
Ensure every guest interaction reflects refinement, discretion, and attention to detail synonymous with Raffles.
Support service recovery by addressing concerns promptly with grace and professionalism.
Team Leadership & Development:
Collaborate closely with spa therapists, fitness trainers, and recreation team members to ensure aligned service delivery.
Share guest insights and preferences with the team to enhance personalization and consistency.
Participate in daily briefings to stay informed on VIP arrivals, guest profiles, and operational priorities.
Support a culture of excellence, collaboration, and continuous improvement.
Coordination & Communication:
Liaise with Butler Service, Front Office, Guest Relations, Housekeeping, and F&B to deliver integrated guest experiences.
Coordinate wellness journeys across departments, ensuring seamless transitions and timing.
Communicate guest preferences, special requests, and feedback accurately and promptly.
Assist in organizing wellness events, private sessions, and bespoke guest experiences.
Commercial & Financial Performance:
Promote and recommend spa treatments, wellness programs, and retail products aligned with guest needs.
Support revenue generation through personalized upselling and cross-selling.
Ensure accurate recording of guest bookings and services.
Contribute to achieving departmental revenue and guest satisfaction targets.
Standards, Safety & Compliance:
Uphold Raffles grooming, hygiene, and presentation standards at all times.
Ensure compliance with health, safety, and privacy regulations.
Maintain strict confidentiality regarding guest information and preferences.
Support sustainability initiatives and wellness practices aligned with brand values.