About This Role
This receptionist role is key to guests' first impressions of the spa, handling reservations and recommendations. It suits a professional who enjoys working in a preserved natural environment and delivering a refined hospitality experience.
Responsibilities
- Consult with guests regarding booking treatments
- Be knowledgeable in using Spa software to provide flawless service and effective booking
- Manage all related billing procedures in an effective and professional manner
- Serve welcome drinks, with knowledge of their properties as implemented in operation
- Manage all booking-related telephone calls, including consulting with guests on treatments and ensuring the service experience begins at this first call
- Be well informed about retail products and serve clients' requests and interests regarding them
- Follow up with guests regarding therapists' product recommendations and ensure products are prepared along with guest billing for seamless service
- Be knowledgeable of retail products related to specific menu treatments and be able to make recommendations thereafter
- Be knowledgeable of all 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
- Be present and actively take part in meetings and trainings given by Management
- Greet all clients with name recognition, a welcoming smile, a clear but soft tone of voice and a warm attitude
- Always stay informed on other resort activities and actively promote them
- Answer all telephone calls within 3 rings in a friendly, smiley and prompt manner
- Be genuinely committed to clients and your fellow colleagues' 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
- Be reliable and punctual at all times
- Keep a daily log of visits and compile a client history after they leave
- Communicate regularly within the spa and with other departments, particularly those with 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
Requirements
- Middle or Secondary Education
- Minimum of 1 year of experience in the hotel industry
- Good knowledge of customer service
- Good organization skills
