Spa Receptionist

Job Title: Spa Receptionist

Department:  Resort Spa

Reports To: Spa Supervisor

Summary

The Spa Receptionist is responsible for day to day operation of the Spa front desk including booking appointments, greeting and registering guests, answering questions and ensuring the cleanliness of the Spa.  The Spa Receptionist is knowledgeable of all Spa services, retail, pricing, and other services provided by the resort.

Supervisory Responsibilities

This position has no supervisory responsibilities.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Monitors the guest areas of the spa to ensure that the front desk, retail area, and locker areas are at all times neat, orderly, and well stocked. 
• Answers phones, book appointments, check guests in and out of the spa and complete all reports, financials, and paperwork accurately.
• Informs guests of all services available, describe each in detail, and book services according to guest needs and preferences.
• Actively learns treatment products, their uses, and associated benefits.
• Assists guests with retail product selections and educate them on correct use.
• Responsible for suggestive selling, including: add on services, retail products, and return visits.
• Ascertains satisfaction of guests upon check-out and deal with guest complaints as appropriate, calling for management assistance where necessary.
• Proactively monitors the books to ensure:
  • Reservations, including group reservations, are complete and correct in order to foresee and prevent glitches and guest complaints.
  • Reservations are made with regard to productivity to reduce the amount of down time for therapists, aestheticians, and salon staff.
• Ensures efficient, correct and accurate POS with all tickets.
• Daily communication with all spa employees regarding daily/upcoming events through use of daily briefings, pass-on logs, memos, or any other means necessary.
• Actively ensures that service standards are met at all times for the front of spa areas, including the front desk, retail area, and locker areas; follow all policies and procedures as provided by spa supervisor and spa manager.
• Ensures desk and retail areas are kept neat and well stocked; inform manager of items that are low.
• Daily communication to spa management to pass on pertinent information regarding the facility, employees, guests, supplies/repairs needed, and other relevant information.
• Maintains equipment and supplies on a daily basis.
• Actively participates in meetings to discuss and share pertinent information with spa management and to find ways to improve guest service, product quality, and productivity.
• Assists in training spa desk procedures to new employees.
• Reads log books, communications boards, memos daily and be responsible for information contained therein.
• Assists in other areas of spa as needed, including locker, fitness and retail areas.

Education and/or Experience: 

High school diploma or general education degree (GED) required. A minimum of one year previous experience in a high volume Resort Spa, upscale Day Spa or Salon is required.  High end retail experience may be considered.  CPR certification preferred.

Computer Skills: 

To perform this job successfully, an individual should have excellent PC skills; intermediate knowledge MS Word and Excel; experience with POS systems or cashiering systems.

Other Qualifications:  

• Must present a salon professional and well-groomed appearance at all times.  Light make up for lips and eyes preferred.
• Must have a superior sense of organization, control, and ability to prioritize in a fast paced, busy environment.
• Requires the ability to operate multiple phone lines.
• Must have basic math and cash handling skills.
• Must be reliable, trustworthy and posses a pleasant personality.
• Must possess excellent telephone etiquette and customer service skills.
• Ability to work harmoniously with others and be a team player.
• Ability to handle pressure and difficult situations.  
• Present a professional and well-groomed appearance at all times.
• Must be able and willing to work a flexible schedule, including weekends, evenings and holidays.
• Complies with all policies and procedures.

Language Skills  

Must be able to read, write, speak and understand English. Knowledge of multiple languages is a plus.

Physical Demands 

While performing the duties of this job, the employee is regularly required to stand for prolonged periods, bend, lean and walk; use hands and fingers to handle or feel; reach with hands and arms and talk or hear. The employee must regularly lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment 

While performing the duties of this job, the employee is regularly exposed to regularly to guests.  The noise level in the work environment is usually moderate to quiet.