Spa Receptionist

Roles and Responsibilities

As a Spa Receptionist, you are responsible for greeting and assisting clients to deliver an excellent Guest and Team Member experience. A Spa Receptionist will also be required to manage customer feedback and up-sell health and beauty products. Specifically, you will be responsible for performing the following tasks to the highest standards:

• Assist guests and clients in an appropriate and timely manner
• Manage customer feedback effectively to ensure issues or compliments are escalated to enable long-term improvements in products and services
• Ensure client experience is proficient including bookings, payments, and consultation cards
• Adhere to cash handling procedures
• Interact and communicate effectively with clients, members, team members, guests, and management team
• Up-sell with latest departmental incentives
• Report accidents, maintenance issues, or other incidents
• Ensure compliance with all health and safety regulations

What Are We Looking For?

At Hilton Dubai Palm Jumeirah, a Spa Receptionist serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Strong interpersonal skills
• Committed to delivering a high level of customer service
• Excellent grooming standards
• Excellent attention to detail
• High standards of cleanliness
• Ability to work in a consistently professional and helpful manner
• Previous experience of reception duties
• Qualification in an admin course or similar topic area

Desired Candidate Profile

Customer Service Skills

• Friendly demeanor: Ability to greet clients warmly and make them feel welcome.
• Active listening: Understand customer needs and preferences.
• Conflict resolution: Handle complaints and issues diplomatically.
• Professionalism: Maintain a courteous and respectful attitude.

Communication Skills

• Verbal communication: Clearly convey information about services, pricing, and policies.
• Written communication: Craft emails or messages to confirm appointments or answer inquiries.
• Multilingual abilities: Speaking multiple languages can be an asset in diverse customer bases.

Organizational Skills

• Scheduling proficiency: Manage appointments and ensure timely service delivery.
• Time management: Coordinate schedules of therapists and clients effectively.
• Record-keeping: Maintain accurate client records and preferences.

Technical Skills

• Booking software: Proficiency in using appointment scheduling tools (e.g., Booker, MindBody).
• Payment processing: Handle POS systems and process payments efficiently.
• Basic IT skills: Troubleshoot minor technical issues with software or devices.

Sales and Upselling Skills

• Product knowledge: Understand and promote spa services and retail products.
• Upselling: Encourage clients to book additional treatments or purchase spa packages.
• Membership management: Provide information about loyalty programs or memberships.

Attention to Detail

• Ensure accuracy in bookings, billing, and record-keeping.
• Anticipate client needs, such as preferred treatments or special accommodations.

Team Collaboration

• Work effectively with therapists, management, and other staff to deliver seamless service.
• Assist in resolving scheduling conflicts or operational challenges.