Spa Receptionist

Receptionist is a key role, in handling guest reservations and related recommendations. To ensure that we deliver that special, individual and unique service to all guests & you are expected to be aware and always updated on all team members’ and managers’ movements.

JOB DESCRIPTION

Duties and Responsibilities:

Responsibilities and duties for this position shall include, but not be limited to, the following areas and activities. At management discretion, direction may be given for tasks outside the scope of work described.

• Consultation with guests regarding booking treatments. 
• Be knowledgeable in using Spa software in order to provide flawless service and an effective booking situation  
• Answers telephone calls in a professional, courteous and polite manner in accordance with hotel’s standards.
• Accepts and accurately record all guest bookings for Spa services in accordance with departmental procedures.
• Ensure that all cashiering functions are carried out in accordance with hotel’s accounting procedures.
• Accepts responsibility for, and to show initiative in decision making when handling minor guest objections, in order to enhance guest satisfaction
• Service of welcome drinks along with the knowledge of the properties of the same as implemented in operation.  
• Be well informed about the retail products and serve the clients request and interests with regards to the same.
• Follow up with guests regarding therapists’ product recommendations.  Ensure that products are prepared along with the guests billing to ensure seamless service.
• Be knowledgeable of retail products related to specific menu treatments and be able to make recommendations thereafter.
• Be knowledgeable of all your duties and follow the set guidelines Standards of Operation (SOP) and checklists for the Spa.   
• Keep your work area clean and organised.  
• Handle guest complaints with a sense of ownership in a calm and solution-oriented manner.  
• Being present, actively take part in meetings and trainings given by Management.
•  Always stay informed on other resort activities and actively promote them.
• Be genuinely committed to clients and your fellow colleague’s care.  Take care and show ownership of the client from their arrival to their departure in the spa.  Do your best to accommodate client needs and requests at all times.   
• Keep a daily log of their visit and compile a client history after they leave.
• Communicate in the spa and with other departments regularly. Particularly those departments with which you have a great deal of interaction.
• Handle any accident or guest incident in a swift and professional manner.  
• At all times present a healthy and well maintained appearance and proper grooming as per the Company’s Grooming and Uniform Standards.
• 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.

Qualification:

• Middle or Secondary Education + Additional training or certificates in the relevant field is a plus.  

Experience:

• A minimum of 1 year of experience in hotel industry.
• Proven experience working in a top luxury resorts is a plus.
• Experience working in remote island locations is a plus.
• Effective communication skills, English & French Language is essential
• Flexible to work in any shift

Technical Skills:

• Good knowledge of customer service.
• Good organization skills.
• Knowledge of Excel / Microsort Word / Microsoft Outlook
• Knowledge of a third language is a plus.