Role Title: Spa Receptionist

JOB DESCRIPTION

Responsible for: None

Reporting to: Spa Manager / Spa Team Leader

Purpose of the role:

 To deliver great guest service as the face of the Spa when guests arrive at the desk in person, or make telephone enquires.  It’s vital that all guests are warmly and efficiently welcomed, as you confidently ‘read’ and respond appropriately to their individual requirements.  Equally, when they leave, we want them to leave happy and satisfied, looking forward to their next visit.  You achieve this by getting a real buzz from dealing with every customer as an individual, really focusing on delivering “more than” they are expecting

Responsible for:

 Provide a warm, vibrant welcome to all customers on their arrival.  Assist customers in a friendly, courteous and professional manner with enquires, bookings and treatment information (ensuring any special requirements are noted).  Take every opportunity to upsell for other departments (F&B facilities, including meetings and events and bedroom) as well as treatments and products within the spa.  Demonstrate full knowledge of the hotel’s facilities and be able to convey information regarding other hotels in the group.  Deal efficiently with all booking requests, confirmation of treatments and special requests.  Have full knowledge of rates and terms of business and take every opportunity to upsell other facilities with the aim of achieving maximum use at maximum rate at all times.  Deal with complaints politely and positively making every effort to resolve there and then; refer to Spa Manager / Deputy General Manager / Duty Manager if unable resolve.

Operations Responsibilities:

 Assist customers with payments ensuring all charges posted are correct and that supporting documentation is readily available.  Operate the telephones/switchboard to brand standard ensuring all messages are handled correctly and conveyed swiftly.  Be aware of and operate hotel cash handling, security and emergency procedures and report any discrepancies immediately to the Spa Manager.  Be able to deal with treatment requests, confirmation of bookings and special requests.  Be knowledgeable of treatment rates and terms of business.  Support all members of the Spa Team to achieve and maintain standards to the highest possible level.  Attend briefing and de-briefing sessions whilst on shift.  Attend monthly Spa meeting.  Be aware of health and safety procedures within the department.  Carry out administration tasks on a regular basis including filing data, outreach calls etc as directed by your Spa Manager. Ensuring data protection and PCI compliance at all times.  Assist with keeping all reception areas clean and tidy, clearing away any crockery/glassware etc.

Key Accountabilities:

Great Service  Always looking to improve.  Deal with queries effectively and always offer advice on products and treatments available.  Deliver high standard customer service

Statutory compliance  Including all Spa related Health & Safety obligations which your manager will identify to you at your induction.  Ensure you work with agreed regulations by asking all clients to complete registration / consultation cards.

The company is committed to being an equal opportunities employer and to maintaining a working environment free from discrimination, victimisation, harassment and bullying, by signing this document you are agreeing to uphold e equality opportunities and dignity at work policy as outlined in our employee handbook.

This list is not exhaustive and the company reserves the right to make reasonable changes to your role from time to time.

Employee declaration

I confirm I have read and understood the content of the job description.

Signed by employee: ………………………………………………..

Spa Therapist

Date ………………………………………………..