Wellness Receptionist

Job description

Key tasks

Scope and Objectives
The Spa Receptionist welcomes all spa guests / members who enter the spa and fitness area as well as primarily support in the successful booking of spa treatments. They are responsible for providing customised, personal attention, anticipating the guests’ / members’ needs, and escorting them to the appropriate areas throughout the spa. Appropriate and warm guest communication and engagement is essential to the success of this role. The reception role supports the overall communication for a smooth guest experience.

Education and Experience
• Previous reception experience, preferably in the spa industry is an asset.
• Experience in working with the public and ability to deliver outstanding customer service.
• Multitasking is a requirement.
• Computer skills in excel and Microsoft Office.
• Telephone etiquette.
• Quick thinker, courteous and welcoming.
• Professional and well-groomed for forward facing guests.
• Flexible.

Job Responsibilities
• Adhere to the Spa Policy & Standard Operating Procedures manual.
• Be a host to the guests / members of the spa. This includes greeting them in person or over the phone in a friendly, efficient and professional manner, as well as escorting them to the appropriate facilities. This role is also expected to be flexible to support other spa and fitness staff when needed.
• Receive and respond to all guest / member concerns, comments or complaints with discretion and urgency.
• Encourage rebooking for spa guests and correct any wrong bookings with care and urgency.
• Knowledgeable about all aspects of treatments, spa therapy, and the facility. Provide information and literature about the spa in person and over the telephone.
• Handle all transactions and maintain the daily balance with efficiency and accuracy.
• Schedule treatment bookings and ensure smooth operation of the reception.
• Ensure ambience levels, such as lighting and music are correctly set and maintained and all FOH areas are clean and organised.
• Maintain confidentiality for all spa guests / members and employees.
• Report any security concerns to the hotel management relating to guest safety.
• Administrative duties.
• Support spa team with any daily / monthly reports required by finance. Administrative and Financial Responsibilities
• Operate point of sale system and collect payments from clients for all services rendered.
• Maintain a spa database for ongoing guest communication.
• Work towards retail and treatment revenue goals set by the department.
• Maintain inventory and stocking of all reception materials and their accurate records as required by provincial regulations.
• Maintain cleanliness of spa testers and accurate supply of products on the shelves.
• Confirm all spa bookings, VIP arrivals and accommodate guest preference.
• Review appropriate room bookings and blocking to ensure smooth operations in treatment rooms.
• Practice yield management and promote all ongoing offers for the guest.
• Report any discrepancies in retail inventory.
• Maintain accurate accounting procedures for monetary transactions and reconcile all of them by the end of the work shift.

Talent and Culture/ Team Communications
• Ensure spa reception maintains a positive relationship internally and with external departments in the hotel.
• Adhere to the spa policy’s relating to safety.
• Adhere to all spa standards related to your brand and employee handbook.
• Participate in all spa and hotel training and keep informed of any new offerings and product promotions
• Attend all colleague briefings and meetings.
• Understand and adhere to the Accor Code of Ethics book.
• Clean and disinfect all areas of the fitness area and if asked, support the cleanliness and hygiene of the member locker room.
• Restock water and maintain a selection of magazines at all time.
• Ensure the TV stations on the treadmill are in working condition.
• Ensure guest Wi-Fi is working.

Health, Hygiene and Safety
• Follow and ensure that all colleagues follow all safety procedures and practices of the property; lead by example.
• Ensure guest / member satisfaction at all times by assuring safety and service is always the spa’s first priority.
• Report any potential hazards or emergencies so they can be rectified immediately.
• Assure safety of the persons and the property of all within the premises by fairly applying hotel regulations and strictly following existing laws.
• Maintain peak conditioning of the reception at all times.