+ Treatments, services, retail

1. Execute and explain perfectly all treatments

2. Recommend all products to the guests

3. Make sure about the quality and the procedure of the services provided in the studio

4. Make sure of the information given in the studio by his/her direct team members or by the other department’s team members

5. Make sure that the products are well presented, explained and sold.

6. Check on the display of the products (pro & retail) (cleanliness, tidiness, validity date,…)

+ Team, Standards, connection between departments

7. BT1 is aware of his rota and is present, accordingly on time and ready.

8. BT1 knows and checks all standards from the treatment bed set-up to the pantry display.

9. Present a perfect grooming in front of the guest (referring the standard) and ensure the team does too.

10. Keep a great attitude with guest and colleague.

11. Represent with perfection the Pedi:Mani:Cure Studio within the resort, making sure all staffs are well aware of what is the concept, the treatments, the products. Develop the link between the Studio and the other departments (ease the bookings, the promotion…)

+ Financial, stock, guest Data Base

12. Is aware on a daily basis of the financial results by checking on the revenues, variance with the previous year and the targets. Important to understand the MTD and YTD notion.

13. Check on a daily basis the part of the stock of professional and retail products that he used and inform the BSS.

14. Update the guest data base.

+ Organization, Communication, Reporting, Implication

15. On a communication point of view, BSAM needs to contribute in making the hotel and the staff has the right perception of the Studio, what is done.

16. Present at the daily meeting with the team.

17. Keep all information confidential.

- Shows integrity in all his/her dealings with others

- Is self-confident and true to oneself

- Is open to constructive criticism and comfortable to admit mistakes

- Carries sincerity in his/her tone of voice/ behaviour

- Carries out actions that are consistent with his/her beliefs

- Values honesty and integrity and is sincere, truthful and ethical in all dealings

- Values openness and trust

- Stands by his/her commitments and follows through

- Can be relied upon to complete tasks given

- Will alert subordinates, peers and managers if he/she is unable to honor commitment

- Is loyal in his/her behaviour

- Delivers consistent work

- Has strong desire to continuously learn and develop self

- Proactively seeks out to improve and add new skills

- Closely manages and monitors defensive behaviour

- Is optimistic; takes the attitude that most problems can be solved

- Is capable and remains calm under pressure

- Adapts well in a team environment, finds his/her role in a team

- Shares ideas for improvement for the overall good of the team

- Is open to other peoples’ ideas and suggestions, i.e. is adaptable

- Is an active participant in the team, does not sit back

- Understands that different types of customers: internal customers, superiors, peers, subordinates and external customers, and each plays an important role

- Anticipates the needs and expectations of all user groups and exceeds whenever possible: under-promises and over-delivers

- Treats customers with respect (internal and external)

- Builds rapport, credibility and trust with customers

- Strives to add value to product offerings and service: delivers the unexpected

- Feels a sense of obligation to others to deliver on the promise and performs well

- Responds to customers’ requests promptly and manages their expectations

- Searches for feedback from customers and follows-up

- Is honest and open to his/her customers and acts in their best interest [when you can’t deliver what you promised, say so; when you feel your product offering is not what they ultimately need, say so: honesty pays off. The same applies to your inter-nal customers, in particular to your subordinates always be honest and manage their expectations]

- Listens with an open mind

- Seeks feedback and encourages constructive criticism and does not act defensive

- Builds good relationships with managers, peers, subordinates and customers.

- Is a team player and cooperative

- Encourages collaboration

- Asks others for feedback on own style