The Role
Welcome and assist spa guests, manage bookings and telephone inquiries, handle cashiering and upselling to meet revenue targets, maintain hygiene and service standards, complete reports and shift handovers, liaise with therapists, and promote memberships and retail.
Summary Generated by Built In
SCOPE
The incumbent in this position is responsible for welcoming the guests and members to the Health Club and providing them with assistance during their visit in order to meet or exceed their expectations whilst adhering to service standards.
Key Responsibilities
The job of Spa Receptionist is executed satisfactorily when:
- Hygiene standards are strictly monitored and followed.
- Quality audit results are 85% and above.
- When all the Spa guests are 100% satisfied with the Spa services.
- Receptionist is the first and last impression of the spa, therefore must be very professional and create an experience for the guests.
- Greets all visitors to the Spa and Wellness Centre in a warm and sincere manner, invites them to sign the consultation form.
- Provides them with assistance such as lockers, towels, bathrobes or information concerning our services and facilities in a prompt and efficient manner.
- For visitors interested in a membership at the Wellness Centre, promotes the services by providing information and offering a tour of our facilities. Assists new members in filling out the membership application form correctly. And indorse to the team.
- Handles all Spa cashier transactions such as Retail, daily Spa revenue or any other fees from guests then issues a receipt.
- Targets must be reached, a direct responsibility for revenue via upselling, bookings and retail is one of the main focus points.
- At the end of the shift balances the cash register.
- Receives all incoming telephone calls to the Spa according to the hotel standards, provides/receives information, takes appropriate actions such as booking or refers the matter to the relevant persons to handle.
- Liaises with therapists in case of bookings and / or cancellations from members / guests.
- Upon visitor’s departure from the Spa and Wellness Centre, thanks them for their visit and invites them to return.
- Daily, Weekly and Monthly reports to be completed with details.
- Makes handover report written and verbal if possible for the receptionist on the next shift. Before each shift reads handover report.
Skills, Knowledge and Expertise
EXPERIENCE: One (1) year reception experience in an international SPA.
LANGUAGE: Ability to work and communicate in a multinational environment:
- Local language – excellent oral and written skills (as applicable)
- English – excellent oral and written skills
- Additional language - beneficial
COMPETENCIES: Include the skills the candidate must have to fill this
Position:
- Client facing experience within reception or front of house.
- Telephone system.
- Business writing.
- Public relations and marketing.
- Stock and retail management.
- High levels of customer service.
- Industry analysis.
- Flexibility
TECHNICAL COMPETENCIES:
- Telephone system operations.
- Computer literate with experience of ‘in house’ booking/database systems.
- Desktop publishing an advantage.
- Experience within 7 day operation.
- Good level of education.
INDIVIDUAL CHARACTERISTICS: To fill this position the candidate must identify with the Kempinski core values, in addition they should be especially:
- People Oriented
- Passionate for European luxury
- Entrepreneurial
- Straightforward
- Excellent communication and interpersonal skills with superb presentation and grooming
- Strong management skills and ability to inspire those in others
- Experience in revenue management would be an advantage
- Analytical and problem solving skills and execution of work
About Kempinski
Located in many of the world's most well-known cities and resorts, the Kempinski collection includes hotels in a grand manner, pace-setting modern establishments and older hotels of individual charm. All blend gracefully into their surroundings and offer luxurious accommodation, superb cuisine and unrivalled facilities - complemented by impeccable service.
For leisure and business guests alike, the name Kempinski has long been synonymous with style, mobility and efficiency. Put simply, they are the first choice for the discerning individual.
In addition to operating many of the finest city hotels in the world, Kempinski is a name that can now be found in many exciting resort locations, each combining local flair and ambience with the international standards of service and luxury that Kempinski guests have come to expect.
For leisure and business guests alike, the name Kempinski has long been synonymous with style, mobility and efficiency. Put simply, they are the first choice for the discerning individual.
In addition to operating many of the finest city hotels in the world, Kempinski is a name that can now be found in many exciting resort locations, each combining local flair and ambience with the international standards of service and luxury that Kempinski guests have come to expect.
About
Founded in Germany in 1897, Kempinski Hotels has long reflected the finest traditions of European hospitality. Today, as ever, Kempinski is synonymous with distinctive luxury.Located in many of the world's most well-known cities and resorts, the Kempinski collection includes hotels in a grand manner, pace-setting modern establishments and older hotels of individual charm. All blend gracefully into their surroundings and offer luxurious accommodation, superb cuisine and unrivalled facilities - complemented by impeccable service.For leisure and business guests alike, the name Kempinski has long been synonymous with style, mobility and efficiency. Put simply, they are the first choice for the discerning individual.In addition to operating many of the finest city hotels in the world, Kempinski is a name that can now be found in many exciting resort locations, each combining local flair and ambience with the international standards of service and luxury that Kempinski guests have come to expect.
Skills Required
- One (1) year reception experience in an international SPA
- Local language - excellent oral and written skills (as applicable)
- English - excellent oral and written skills
- Additional language
- Client facing experience within reception or front of house
- Telephone system operation
- Business writing
- Public relations and marketing
- Stock and retail management
- High levels of customer service
- Industry analysis
- Flexibility
- Computer literate with experience of in-house booking/database systems
- Desktop publishing
- Experience within 7 day operation
- Good level of education
- Excellent communication and interpersonal skills with superb presentation and grooming
- Strong management skills and ability to inspire others
- Experience in revenue management
- Analytical and problem solving skills
- Ability to handle cashier transactions and balance the cash register
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The Company
What We Do
Kempinski Hotels is a German luxury hotel management company, recognized as Europe's oldest luxury hotel group, operating upscale hotels worldwide and focusing on creating memorable guest experiences.
