Job Description
Job Description
Job Title: Spa Receptionist
Department: Spa & Wellness
Reports to: Spa Manager
Position Level: Supervisor (S)
Position Overview
The Spa Receptionist is responsible to greet, accommodate and facilitate guest check-in and check-out of spa guests by providing friendly, efficient and effective service. The individual also coordinates the day-to-day cleaning of the Spa, including removing trash, soiled linen and recycles and to maintain clean linen and product supplies.
The Role
- Assists the Spa Manager in managing the daily operations and administration of the Spa & Wellness department.
- Coordinates the daily administrative and operational tasks of Reception, Therapist and Attendants.
- Handles all cashiering duties, be accountable for all spa related billings and cash floats and ensures accurate transaction reporting.
- Answers all incoming phone calls, assisting guests with questions regarding Spa offerings, appointment availability, length and cost of treatments.
- Escorts guests and or potential clients on an orientation of Spa & Wellness facilities, introduce and promote special treatments and or packages that is in line with what the guest/client is looking for.
- Have strong knowledge of all aspects of the Spa & Wellness facilities, policies and procedures. Promote and upsell sales of retail products and services to meet monthly departmental goals.
- Ensure all guests coming for treatments complete the health-check form prior to start of treatment.
- Take and schedule all spa reservations that come in through phone calls, emails or walk-ins. Ensure that the optimal operation efficiency is met.
- Ensures accurate recording of all reservations and arrangements made by logging them under the appropriate system -and preparing confirmation letter for guests' reference.
- Maintains strong working relationships with other departments to ensure effective communications for operational issues, upselling opportunities and serves as a role model for inter-departmental collaboration and support.
- Keep informed of VIP and special attention guests' reservations and ensure that the preferences are well communicated within the team.
- Maintain an up-to-date knowledge of the resort's daily services, activities, promotion, and event. Effectively communicate and update all team members on any changes to ensure guests receive up-to-date information.
- Establishes and ensures strict compliance to work place safety and security standards.
- Ensures that all facilities and working area of the department are kept clean and organised at all times.
- Handle complaints and resolve service 'glitches' and keep a record of all feedback under the appropriate system. Ensure that the issues are resolved in a timely manner to guests' satisfaction.
- Coordinates shift opening and closing duties and ensures that the daily checklist is completed in a timely manner.
- Recognize the importance of LQA and Forbes standards as to deliver excellent audit and service performance.
- Perform other duties or responsibilities that are reasonable as assigned by your immediate supervisor or manager.
Talent Profile:
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High school education certification / diploma in hospitality management.
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Minimum two (2) years' experience in similar role in a luxury spa establishment / resort.
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Experience as a spa therapist is an advantage.
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Good knowledge of anatomy, physiology and different massage techniques.
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Excellent organizational skills.
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Effective communication skills.
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Exceptional guest service skills.
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Trained in CPR and First Aid are advantageous.