The Receptionist greets the guests and gives a complete introduction to all facilities. The Spa Front desk agents are directly responsible for scheduling guest services; check-in spa guests courteously and efficiently, issuing spa locker keys, ensure that the retail/reception area is kept neat and up to standard, and process all payments according to established spa requirements while providing a positive and friendly attitude. Provide information and assistance to all guests and visitors and maintain a high level of customer service. Their duties may also include light administrative and clerical duties, such as opening and distributing mail, filing, data entry and the preparation of letters and documents.

Duties/Responsibilities:

 

• Follow the opening and closing procedures, utilizing daily checklist.

 

• Exhibit world-class service skills as well as attributes of cheerful outlook, strong work ethic, teamwork, and a passion to serve.
• Dedicated to providing the highest level of customer service and performing under established standards.
• Communicates effectively to provide wellness solutions to meet the needs of our guests.
• Maintain complete knowledge of Spa services and products.
• Maintain complete knowledge of, and comply with Spa and Hotel Policies and Procedures
• Greet and introduce guests to the Spa.

 

• Answer the telephone.

 

• Schedule all spa services, to maximize both revenue and therapist productivity without compromising guest service.

 

• Effectively suggest alternatives to guests if their first request cannot be met.

 

• Politely confirm time and date of all appointments and cancellation policy to all guests before ending the reservation conversation.

 

• To interact with guests including but not limited to:

 

• Dealing with guest complaints
• Conducting Spa tours
• Assisting with Spa promotions
• Assisting with journalist visits and photo shoots.
• Conducting travel agent site inspections

 

• Familiarize yourself with all hotel features, services, and hours of operation

 

• Set up workstation with necessary supplies and maintain a clean and organized work area throughout shift.

 

• Assist with ensuring that the Spa is clean at all times during less busy times

 

• Attend all meetings and recommended training sessions.

 

• To handle the billing system and ensure that it is carried out accurately and in accordance with accounting policies and procedures.

 

• To control the cash flow system and transactions process at the reception area.

 

• Complete all assignments to the deadline as requested by the Spa Director.

 

• Responds to change in a positive and flexible manner.

 

• Establishes a good relationship and rapport with both, guests and colleagues.

 

• Flexible in regard to working schedules, understands that last minute changes may happen according to guests requests and needs or spa operational needs.

 

• Has the ability to multitask between the different roles and areas in the spa.

 

• Perform any related duties as assigned by supervisor. Assisting all other employees in their duties when required.

 

Essential Traits:

• Attentive and friendly listener
• Professionally handle multiple tasks and demands simultaneously.
• Excellent and professional personal presentation: verbally and physically
• Detail oriented
• Availability and dependability in meeting a work schedule.

            Key Results Indicators:

 

• Excellent Quality Assurance Scores.
• Timely completion of periodically assigned goals.
• Knowledge of and helpfulness in other departments and cooperation with them.
• Familiarity and compliance with Standards & Procedures.

 

Specific Technical / General:

 

• Experience in 4-5 Star Resort, destination or luxury Spa is a plus, but will train.
• Good command of the English language, oral and written.
• Work flexible day and evening hours, weekends, and holidays.
• A high standard of personal presentation.
• Must be a self starter, energetic and motivated.

 

• High school level proficiency in reading, writing, computing and speaking English.

 

• Physically fit to perform all duties.

 

• Follow all rules and regulations outlined in the employee handbook.

 

• Ability to work at a physically demanding pace.
• Ability to lift fifty (50) pounds to a maximum height of six (6) feet.
• Ability to remain standing for lengthy periods of time; climb steps and stairs; stoop, bend, and kneel; push.
• Ability to climb ladders and work at high heights.
• Ability to load and unload supplies.