About This Role
The Spa Receptionist plays a pivotal role in the smooth running of the spa, assuming a vital role in all logistical operations related to overall guest satisfaction and the ultimate success of the spa. This position requires a consistently positive attitude, extensive knowledge of all facets of the operation, and meticulous attention to detail.
Responsibilities
- Answer phones, book appointments, and check guests in and out of the facility
- Complete all shift reports and paperwork accurately
- Demonstrate exceptional knowledge of the spa’s treatments, products used, their benefits, and ingredients, and communicate these to guests
- Inform guests of all available services, describe each in detail, and book according to guests' needs and preferences
- Provide excellent guest services to all spa guests
- Up-sell services to groups and clients to increase spa revenues
- Assist guests with retail product selections and educate them on correct use
- Ensure efficient, correct, and accurate POS with all tickets
- Proactively monitor reservations, including group reservations, to ensure they are complete and correct to foresee and prevent problems and guest complaints
- Ensure reservations are made with regard to productivity to reduce therapist, esthetician, and salon staff downtime
- Ascertain satisfaction of guests upon check-out and deal with guest complaints as appropriate
- Monitor the guest areas of the spa to ensure the front desk, retail area, and locker areas are at all times neat, orderly, and well stocked
- Participate in meetings to discuss and share pertinent information with spa management and to find ways to improve guest service, product quality, and productivity
- Communicate to management and pass on pertinent information regarding the facility, associates, guests, supplies/repairs needed, and other relevant information
- Ensure that service standards are met at all times for the front of spa areas including front desk, retail area, and locker areas; follow all policies and procedures as provided by spa manager
- Make all guests feel welcome and take ownership of simple requests
- Report any guest issues
- Complete special tasks deemed necessary by spa management in a timely manner and without prompting
- Perform any or all duties as assigned by management
- Comply with all policies and procedures
- Complete all established checklists
- Follow uniform and grooming guidelines
- Help in all areas of the spa
- Look for organization opportunities without being asked to do so
- Follow the V.I.E.W. steps on a consistent basis
- Occasionally help train new associates
