Spa Receptionist

Job Description

Position: Spa Receptionist  

Department: Hotel Operations/Spa                        

Job Summary: Performs a variety of support functions for the Spa ranging from answering the telephone, scheduling guests, recommending treatments, and selling products. 

Duties and Responsibilities (specific areas of responsibility include but are not limited to):

1. Keeps a positive attitude at all times.
2. Oversees daily desk operations and performs tasks such as answering telephones, booking appointments, checking guests in and out, selling products, and assisting guests with questions.
3. Processes all Spa transactions and produces end of shift reports
4. Welcomes and greets all incoming guests; ensures a pleasant visit for each guest by maintaining a professional level of communication.
5. Reviews all daily schedules for arrivals and departures.
6. Evaluates and manages the daily schedule for open appointments, extra labor, and recognition of important persons or events.
7. Addresses issues in a pleasant and professional manner and keeps the supervisor informed; refers situations that are difficult to resolve to a supervisor.
8. Provides support to staff and provides instruction on Spa services.
9. Coordinates staff appointments to ensure a smooth flow.
10. Conducts tours of the Spa, as necessary.
11. Handles billings and receipts for Spa services and retail sales.
12. Works with accounting to check for proper billing procedures.
13. Processes mail orders and sells gift certificates.
14. Acts as a resource for policies, programs, services, and activities.
15. Prepares and maintains the Spa according to Spa policy.
16. Keeps appropriate inventory levels by regularly ordering supplies and products. 
17. Restocks retail products when inventory shelf counts are low.
18. Notifies supervisor if equipment is broken and needs repair or replacement.
19. Assists with maximizing retail sales.
20. Exhibits results-oriented behavior by resolving problems and anticipating needs.
21. Ensures food and beverage items arrive to guests on time.
22. Participates in cross-training on all facets of the Spa.
23. Assists in keeping all areas up to standard, including keeping it neat and clean by performing tasks such as picking up towels, cleaning lounge areas, and picking up cups and dishes.
24. Assists department team members with keeping a passing score on shopper inspections.
25. Attends departmental and Enterprise meetings as required.
26. Maintains a flexible shift schedule and advises supervisor about any changes.
27. Maintains an awareness of current trends in the spa industry with a focus on product and service development.
28. Displays a diplomatic, polished, and professional demeanor in the workplace; maintains confidentiality.
29. Follows established safety and security policies and procedures including reporting accidents, injuries, and unsafe working conditions immediately to a supervisor.
30. Maintains confidentiality of proprietary information; protects Enterprise assets.
31. Performs other job-related duties as assigned

Knowledge, Skills, and Abilities:

1. Extensive knowledge of spa services and products.
2. Knowledge of departmental and Enterprise policies, standards, and procedures as well as applicable laws and regulations. 
3. Knowledge of standard office software, policies, procedures, and practices.
4. Computer proficiency with Microsoft Office, especially word processing and spreadsheet applications, as well as spa software and Micros Point-of-Sale system.
5. Organization, planning, and time management skills.
6. Excellent telephone and guest service skills
7. Skill in developing and maintaining good working relationships.
8. Skill in working with details.
9. Ability to concentrate, exert good judgment, and be flexible.
10. Ability to work in a fast-paced, pressure-filled work environment.
11. Ability to work well with people, assess their needs, and provide assistance.
12. Ability to listen, communicate, and assess situations with accuracy.
13. Ability to problem solve.

1. Ability to work independently as well as in a team environment to effectively and efficiently respond to team member and guest needs.
2. Ability to quickly adapt and manage multiple priorities from multiple persons.
3. Ability to perform mathematical computations pertaining to the position.
4. Ability to follow department procedures.
5. Ability to convey a diplomatic, polished, and professional demeanor in the workplace.
6. Ability to use standard office equipment such as a multi-line telephone, computer, and photocopier.

Minimum Qualifications:

1. Six (6) months job-related experience.