SPA RECEPTIONIST

1. Enhances guest recognition at all times by addressing guests by name and interacting with them on a professional level.
2. Always offers an alternative if a requested service is unavailable.
3. Always visible to guests by being present at the reception desk.
4. Be fully conversant with the services and facilities in order to be able to make helpful recommendations, and to be able to up-sell Spa services and Spa products.
5. Answers telephone calls in a professional, courteous and polite manner in accordance with hotel’s standards.
6. Accepts and accurately record all guest bookings for Spa services in accordance with departmental procedures.
7. Ensure that all cashiering functions are carried out in accordance with hotel’s accounting procedures.
8. Accepts responsibility for, and to show initiative in decision making when handling minor guest objections, in order to enhance guest satisfaction.
9. Refers major guest objections to immediate superior to prevent further guest dissatisfaction

Guest Interaction

1. To ensure that the guest is greeted by their family name as far as possible.
2. To ensure guest comfort during the treatment by monitoring room temperature, lighting, sunlight and music level.
3. To report any guest comments or complaints to the Spa Supervisor as soon as convenient. In the absence of Spa Supervisor, guest comments should be reported to the Spa Manager.