Spa Receptionist

Position Title: Guest Services Representative

Reports To: Guest Services Manager

Employment Status: Non-Exempt

Position Summary:

The Guest Services Representative plays a vital role in managing the reception area of the spa. This includes welcoming all visitors, handling incoming calls, addressing inquiries about spa and Bistro offerings, scheduling appointments, checking guests into the system, and processing payments for services rendered. The representative also assists with the upkeep of the locker room and relaxation spaces as necessary. Familiarity with the facility's layout and operational procedures is essential to effectively manage guest appointments and provide recommendations. A professional demeanor is required, especially in challenging situations, to ensure guest satisfaction from arrival to departure.

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Key Responsibilities:

• Open and close the spa in accordance with established Standard Operating Procedures.
• Manage appointment bookings, modifications, and cancellations accurately.
• Greet and acknowledge every guest entering and exiting the spa.
• Maintain cleanliness and stock levels in the locker room and relaxation areas for seamless guest transitions.
• Process check-ins and payments following company protocols, ensuring the security of financial transactions.
• Provide comprehensive information about spa treatments, packages, services, and facility features.
• Utilize spa management software proficiently, documenting guest information as required.
• Answer phone calls promptly, using guests' names to personalize the conversation; operate the phone system efficiently.
• Promote spa services, treatments, and retail products, including any ongoing promotions or discounts.
• Establish and maintain professional relationships with regular guests through attentive service.
• Address guest inquiries and concerns with promptness, professionalism, and courtesy.
• Uphold confidentiality regarding all guest matters in line with company policy.
• Respond accurately and swiftly to all guest requests, ensuring their complete satisfaction.
• Keep a clean, safe, organized, and well-stocked work environment.
• Monitor inventory levels and inform management when supplies are running low.
• Demonstrate the ability to work independently and remain at assigned posts for extended periods.
• Foster a positive work atmosphere and contribute to a high-quality service environment.
• Participate in training sessions and staff meetings to enhance skills and knowledge.
• Assist in various operational areas of the spa as directed by management.
• Report and return any lost items found in the spa.
• Support laundry duties as needed.
• Perform additional tasks as assigned.

Qualifications and Skills:

• Strong work ethic and self-motivation.
• Ability to multitask and pay attention to detail.
• Capable of thriving in a fast-paced environment.
• Enthusiastic with excellent customer service abilities.
• Basic math and cash handling skills are essential.
• Enjoy working with people and possess a friendly, outgoing demeanor.
• Strong communication, listening, and computer skills.
• Team-oriented with a positive attitude.
• Professional appearance and grooming standards.
• Consistent attendance in accordance with established guidelines.
• Flexibility to work varied schedules based on business needs.

Physical Requirements:

• Ability to perform all assigned duties quickly and efficiently.
• Capability to sit, stand, and walk for extended periods.
• Physical ability to bend, stoop, squat, and stretch as needed for cleaning tasks.
• Ability to lift up to thirty (30) pounds safely.