Spa Receptionist

Roles and responsibilities

The Spa Receptionist is a central part of the Spa Team whose main objective is to ensure our guests have a smooth arrival, information gathering and departure experience in the Spa.
As the first and last impression of the Spa, this high-profile department carries a special responsibility.
The role involves the active promotion of spa therapies and treatments both on the phone and in person ensuring that accurate reservations are made.
Weekend shifts required.

The Ideal Spa Reception Candidate Will Have

Outgoing personality and a can-do approach to any task – personifying luxury guest service
Previous experience within luxury hospitality preferable.
Understanding of Spa environments and treatments beneficial.
1. Guest Reception and Customer Service
Greeting Guests: Welcome guests with a warm and friendly attitude, ensuring they feel comfortable and relaxed as soon as they arrive at the spa.
Check-In and Check-Out: Assist guests with the check-in process, verifying their appointment details, explaining spa services, and confirming special requests. At check-out, ensure the process is efficient, accurate, and polite.
Answering Questions: Provide information to guests about available services, treatments, packages, pricing, and promotions. Answer any questions regarding the spa's policies, procedures, and offerings.
Personalized Service: Take note of guest preferences, such as preferred treatments or therapists, and try to accommodate these preferences to enhance the guest experience.
2. Appointment Scheduling and Management
Booking Appointments: Schedule treatments and services based on guests' preferences and spa availability, ensuring that the schedule is well-managed and all bookings are confirmed.
Managing Appointments: Keep track of appointments, ensuring there are no scheduling conflicts. Make necessary adjustments if there are changes, cancellations, or rescheduling requests.
Confirmation and Reminders: Confirm appointments with guests, send reminders via phone, email, or text, and ensure guests are aware of the date, time, and location of their treatments.
Maintaining Service Flow: Work with spa therapists and staff to ensure treatments are carried out on time, and manage guest transitions between services smoothly.

Desired candidate profile

Excellent communication skills and the ability to take a proactive approach to understand guests' needs and desires.
Exceptional customer service skills and Problem-solving ability
Good level of reading, writing, and spoken English is highly required.
Computer skills, word, excel & PowerPoint presentation.
Able to operate the opera system
Familiarity with Spa Booking Software
Excellent Customer Service Skills: Friendly, attentive, and approachable demeanor, with a focus on creating a welcoming experience for guests.
Strong Organizational Skills: Ability to manage appointments, bookings, and administrative tasks efficiently while maintaining a calm environment.
Attention to Detail: Careful attention to guest preferences, treatments, and requests to ensure a personalized experience.
Communication Skills: Clear, professional, and friendly communication both in person and over the phone or email with guests, therapists, and other team members.
Multitasking Ability: Ability to juggle multiple tasks at once, especially during busy times, while maintaining a calm and organized approach.
Problem-Solving: Ability to handle guest complaints, reschedule appointments, and solve issues in a way that enhances the guest experience.
Knowledge of Spa Services: A good understanding of spa treatments and services (e.g., facials, massages, body treatments) to effectively explain offerings to guests.
Sales Skills: Ability to promote and sell spa products and services, providing guests with recommendations based on their needs.
Technology Proficiency: Familiarity with spa management software, appointment scheduling systems, and payment processing tools.
Calm and Professional Demeanor: Since the spa is a place of relaxation, a Spa Receptionist must maintain a composed and calming presence, even during busy periods.
Confidentiality and Discretion: Ability to handle sensitive guest information with care and maintain privacy.