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Spa Receptionist

2 months ago

Miami Beach, Florida, United States Faena Hotels and Residences LLC Full time
Job Title: Spa Receptionist

At Faena Hotels and Residences LLC, we are seeking a highly skilled and experienced Spa Receptionist to join our team. As a key member of our spa team, you will be responsible for providing exceptional guest service, maximizing revenue, and ensuring a seamless experience for our clients.

Key Responsibilities:
  • Revenue Maximization: Utilize effective scheduling, yield management, and sales techniques to maximize revenue from treatments and programs.
  • Guest Service: Deliver outstanding five-star guest relations, ensuring all hotel standards are met at the spa reception.
  • Treatment and Retail Knowledge: Maintain a sound understanding of treatments and retail products, with the ability to accurately describe benefits and prices.
  • Sales and Upselling: Upsell current spa promotions and packages, and actively recommend products to guests to ensure sales are closed.
  • Client Retention: Encourage clients to return by recommending ongoing treatment programs and inviting guests to rebook.
  • Administrative Tasks: Responsible for all billing procedures at the reception desk, correct reconciliation of funds, and maintaining accurate guest records.
  • Guest Communication: Conduct spa tours for guests, VIPs, and prospective members, and act as an ambassador for the spa at all times.
  • Confidentiality: Ensure confidentiality at all times, including data protection, medical details, and any information provided in confidence by clients.
  • Reporting: Report any guest complaints to the Spa Manager for prompt and effective handling.
  • Scheduling: Organize scheduling of appointments to maximize use of time and profitability, while ensuring client needs are met.
  • Guest Information: Obtain and accurately record all relevant guest information, including contact details, credit card details, and requests/preferences.
  • Communication: Respond to all guest enquiries promptly and efficiently, and provide information on spa facilities during tours.
  • Reception Area Maintenance: Maintain the cleanliness, presentation, and organization of the reception area at all times.
  • Supply Management: Ensure adequate supplies of public information material are available and in immaculate condition.
  • Turn Away Business and Repeat Guests: Record and track turn away business and repeat guests through the Spa Soft system.
  • Shift Handover: Prepare the reception area for the start of the next shift, ensuring all messages are communicated and conducting a detailed handover.
  • Telecommunications: Answer telephones within three rings and in a professional manner.
  • Interdepartmental Communication: Liaise with other hotel departments to ensure guest needs are met and communicated.
  • Equipment and Product Management: Maintain a high standard of appearance and personal hygiene, as laid down by the Spa Director/Manager.
  • Training and Development: Adhere to training as set down by the Spa Supervisor and attend all training courses as deemed necessary.