Spa Receptionist

Provide a professional and courteous experience for all guests, serving as the spa's first point of contact for members and visitors. The Spa Receptionist is responsible for overseeing the reception area, managing phone and email communications, handling cash and card transactions, and delivering efficient, friendly service to guests and members at all times.

JOB RESPONSIBILITIES

• Promptly and professionally answer telephone inquiries, adhering to established standards.
• Greet members and guests warmly, ensuring a welcoming atmosphere.
• Escort guests as needed, providing an orientation to spa and wellness facilities along with relevant information.
• Maintain in-depth knowledge of all treatments, products, and spa offerings.
• Offer information about the spa and wellness facilities in person, via email, or over the phone.
• Manage access to all spa and wellness facilities, ensuring guest security and privacy.
• Process payments for services rendered efficiently and accurately.
• Utilize the SpaSoft booking system to manage appointments and schedules.
• Ensure the smooth operation of the spa reception area, maintaining a professional environment.
• Undertake additional duties as assigned by the Spa Reception Supervisor or Spa Manager.
• Maintain organized files and accurate guest records.
• Assist in training staff on reception operations and best practices.
• Support the operation of all spa areas as needed.
• Report any maintenance issues within the spa and wellness areas and follow up as needed.
• Oversee inventory management and restocking of reception materials.

ADMINISTRATIVE DUTIES

• Ensure consistent and effective coverage of the reception area.
• Comply with the Standard Operating Procedures Manual to maintain operational excellence.
• Monitor and maintain an adequate inventory of supplies essential for reception administration.
• Keep accurate and organized records in accordance with provincial regulations.
• Follow Hotel Lost & Found policy for all items found within Spa premises.
• Attend daily and monthly departmental meetings.

HEALTH AND SAFETY

• Adhere to and promote all safety procedures and practices among colleagues.
• Follow the reception department's emergency procedures and safety manual diligently.
• Ensure that all departments comply with Raffles Spa's safety standards and practices.

FINANCIAL RESPONSIBILITIES

• Ensure the reception area is maintained in optimal condition at all times, in line with the operational budget.

COLLEAGUE RELATIONS

• Ensure spa reception department maintains a positive relationship with all departments in the spa and hotel.
• Ensure Colleagues have a complete understanding of and adhere to the spa's policy relating to safety.
• Ensure all Colleagues adhere to all spa standards as stated in the employee handbook.

GUEST SERVICE

• Ensure the wellness facility is in peak condition at all times (operations and cleanliness).
• Ensure Guest/Member satisfaction at all times by ensuring that safety and service is always the spa's first priority.

EDUCATION & EXPERIENCE

• Minimum of 2 years experience in spa industry or hospitality.
• Proficient in both written and spoken English.
• Computer literacy in Microsoft Office, Word, Excel, Outlook and Spa booking engine.
• Safety oriented First Aid.
• CPR Basic Rescuer.
• Excellent communication skills, both written and spoken.

OTHER DUTIES

• Carry out any other duties and responsibilities as assigned.