Job description

Agent, Wellness Experience 
(20474)

A part of Kerzner International, a global leader in luxury hospitality, Atlantis, The Palm is a world where iconic stays, legendary adventures, and the boldest flavours all come together to transport guests to A World Away.

The iconic resort, located on the crescent of Palm Island, features 1,544 Rooms, Suites, and Signature Suites, each designed with thoughtful details inspired by the sea. It is the ultimate destination for world-class dining, bringing together some of the most renowned celebrity chefs and Michelin-starred restaurants. The resort is also home to unforgettable experiences, from record-breaking thrills at the world’s largest waterpark to stunning views of 65,000 marine animals in the aquarium, and close encounters with resident Indo-Pacific dolphins at Dolphin Bay.

Behind this extraordinary destination are over 6,000 colleagues from 129 nationalities. Together, we foster a vibrant and inclusive culture where talent is nurtured, wellbeing is prioritised, and careers truly thrive.

About the Role

The Wellness Experience Agent is responsible for, but not limited to, warmly welcoming all guests to the Spa & Wellness facility or via all means of contact points (spa concierge desk in hotel lobby, via email, telephone, and all reception desks in the wellness facility), to be knowledgeable on all services (benefits, duration, pricing) offered and all products and accessories for sale at the Spa Boutique. The Wellness Experience Agent is the first point of contact, and as such are required to acknowledge all guests, maintain an approachable, friendly and professional demeanor, ask questions and inquire about guests sensitive and personal information, and then accurately make all reservations, check guests in and out, ensure accurate billing, seamlessly co-ordinate and communicate guest requests and movement within the facility, and deliver a 5 star guest experience.

Key Duties and Responsibilities

• To warmly welcome all guests via various contact points, engage, be approachable, actively listen, and have a very open, personable personality.
• Must be confident to work in a fast-paced environment but appear calm, and handle and communicate on a variety of very personal issues or medical concerns without judgement or reaction. Must be able to systematically and methodically process information and then co-ordinate multiple tasks and actions between guests and spa colleagues.
• Must genuinely enjoy assisting and helping guests get the most out of their spa experience, from beginning to end and beyond.
• Must have good telephone skills and follow telephone etiquette and call structure required at the spa.
• To ensure they learn, retain and be able to explain all services details offered at the Spa, Salon and Fitness Centre – duration, pricing, features and benefits and be able to make recommendations or help guests connect their needs and wants with services offered.
• To ensure they learn, retain and be able to explain all products and accessories at the Spa, Salon and Fitness boutique to recommend the best home care products and routines for guests and achieve set sales targets each month.
• To ensure they communicate effectively all detailed information to therapists and attendants that they have gained from guests, so the guest never has to re-explain the same information and so that preparation can be made for the guest in advance.
• Must be aware and cognizant of maintaining an extremely neat, organized workspace, being vigilant in maintaining guests’ data information privacy always.
• Be meticulous with the input of guest information into the spa software system and ensure accurate billing.
• Ensure to keep confidentiality of all guest information.
• Assist in the operations of all spa departments as required: including boutique, inventory, changing rooms and spa relaxation areas and be flexible in changing work locations as scheduled.
• Report dysfunctional equipment to Manager or Director, Wellness and input into HOTSOS, liaise with facilities team.
•  To maintain inventory of supplies, spa menu’s and collateral for the operations of the spa reception, ensuring aroma and ambience of the workspace is always set up to welcome guests.
• Will be expected to assist various demonstrations and events.
• To maintain a high standard of appearance and personal hygiene as lay down by the Director, Wellness.
• Required attendance to a variety of trainings and workshops.
• Must have the ability to courteously interact and answer all hotel related questions with guests.
• To be adaptable and accountable for all actions.
• Responsible for all administrative procedures to ensure that the spa is run professionally and in accordance with Health and Safety policy.
• Ensure the completion of confirmation phone calls, emails and messages for the next business day
• Print confirmation letters and pull files for the next business day.
• To communicate all messages promptly and to keep the Manager-On-Duty informed as to any complaints.
• To organize appointment scheduling to maximize use of time and profitability whilst ensuring that the client needs are of first importance.
• To assist in the smooth flow of the guest journey throughout the day.
• To perform opening and closing duties.
• To have a thorough understanding of spa system (SpaSoft), it’s capabilities and to record additional information as required by the Wellness Director.
• To keep an accurate log on any turn-away guests and maintain an active waiting list for all spa & fitness services.
• Prepare gift certificates, gift cards and make pre-payment arrangements.
• To attend daily line-ups, weekly and monthly spa meetings.
• Perform any tasks as assigned by the Management.
• Be flexible in working schedules as per resort requirements.
• Comply with the Spa Grooming Policy and maintain personal hygiene while embodying a healthy lifestyle.
• Smoking (including e cigarettes and vaping) is prohibited by all Spa Division employees whilst on duty including while on breaks.
• As role models for a healthy lifestyle, personal wellbeing is paramount – general fitness, adequate rest, positive outlook.

About You 

• Previous experience in either a high-end day spa, resort or hotel spa, or alternatively, prior work history in front office, guest relations, club lounge, hotel reservations or similar environment highly regarded. Will also consider background in retail particularly skin care products or as a medical receptionist.
• A good grasp of Microsoft office and basic computer literacy
• Excellent grooming, eye contact, natural smile, confident posture a must.
• Must be willing to stand for extended periods of time and have excellent telephone questioning and listening skills.

We offer a competitive, tax-free salary paid in UAE Dirhams (AED), alongside a wealth of benefits. These include generous food and beverage privileges, exclusive discounted rates at all Kerzner properties worldwide, comprehensive health insurance (with dental coverage), annual flights home, life insurance, an incentive program, and a variety of colleague wellness and social initiatives.

With a strong emphasis on learning and development, colleagues at Atlantis enjoy access to world-class training, career mobility, and internal growth opportunities across the Kerzner portfolio - making this an ideal environment for ambitious individuals seeking a long-term, fulfilling career in luxury hospitality. Join the A-Team and discover the extraordinary.