Spa Receptionist

Roles and Responsibilities

• Deliver exceptional client service by greeting and assisting clients with a professional and welcoming demeanour.
• Efficiently manage and coordinate appointment bookings, cancellations, and rescheduling to maximize operational efficiency.
• Handle client communications via phone, email, and in-person inquiries, providing precise and timely information on services, treatments, and promotions.
• Ensure the reception area is meticulously maintained, contributing to an optimal client experience.
• Oversee payment processing, transaction management, and cash register operations with accuracy and integrity.
• Collaborate with spa therapists and management to ensure seamless service delivery and client satisfaction.
• Proactively address and resolve client concerns or issues, ensuring a positive resolution in line with company standards.
• Monitor inventory levels and coordinate supply orders to ensure the spa is adequately stocked at all times.
• Uphold a professional appearance and demonstrate a strong commitment to delivering exceptional customer service.
• Drive upsell opportunities in the lobby and pool areas.
• Role involves extended periods of standing and walking.
• Has a passion for engaging with clients and brings a unique, dynamic personality to the role.

Qualifications
Your personality counts more than your CV …

• Proven experience in a receptionist or customer service role, ideally within the spa or hospitality industry.
• Strong communication and interpersonal skills, with the ability to engage effectively with clients.
• Proficiency in Microsoft Office Suite and standard office equipment.
• Fluency in English is required; proficiency in additional languages is an asset.
• Ability to manage multiple tasks in a dynamic, fast-paced environment.
• Excellent organizational skills and attention to detail.

Desired Candidate Profile

Guest Check-In and Check-Out

1. Greeting Guests: Welcoming guests upon arrival with a friendly and professional demeanor, ensuring they feel comfortable and at ease.
2. Check-In: Verifying reservations, gathering necessary information from guests (such as health concerns or preferences), and confirming treatment details.
3. Check-Out: Handling the payment process at the end of the guest's visit, including billing, processing transactions, and ensuring any charges for treatments, products, or services are accurate.
4. Appointment Scheduling and Management
1. Booking Appointments: Scheduling appointments for various spa services (e.g., massages, facials, hair treatments), ensuring optimal use of spa therapists' time.
2. Managing Calendar: Coordinating appointments and ensuring there are no double bookings or scheduling conflicts. This may include handling cancellations or rescheduling.
3. Providing Information: Informing guests about spa services, packages, promotions, and available therapists or specialists.
5. Customer Service and Communication
1. Answering Inquiries: Addressing phone calls, emails, and walk-ins with professionalism, answering questions about services, prices, and availability.
2. Providing Assistance: Offering recommendations for spa treatments, products, and packages, ensuring guests’ needs are met and providing personalized service.
3. Handling Complaints: Addressing guest complaints or concerns professionally, and escalating issues to management if needed, ensuring a positive guest experience.
6. Managing Spa Environment
1. Spa Ambiance: Ensuring the reception area and spa are clean, tidy, and welcoming. This includes organizing promotional materials, brochures, and ensuring the waiting area is comfortable for guests.
2. Comfort and Relaxation: Offering refreshments such as water, tea, or light snacks, and creating a tranquil environment by managing music, lighting, and temperature at the front desk.
7. Payment and Billing
1. Processing Payments: Handling guest payments for services, products, or tips, including managing cash, credit card transactions, and gift certificates.
2. Billing Inquiries: Answering any billing-related questions from guests and ensuring that all transactions are processed accurately.
8. Promoting Spa Services and Products
1. Selling Products: Informing guests about spa retail products (such as skincare, aromatherapy, or wellness products) and encouraging product sales during the check-out process.
2. Up-selling and Cross-selling: Promoting spa packages, upgrades (e.g., add-on treatments), and seasonal or special offers to enhance the guest's experience and increase revenue.