Spa Receptionists are responsible for maximising the revenue of the spa through effective scheduling, yield management and sales.

About the Role

As an Ambassador for the spa this role ensures outstanding five star guest relations, delivering ESPA and hotel brand standards at Spa Reception.

Key Duties and Responsibilities

• Maximise revenue of treatments and programmes through effective scheduling, yield management and cross sales. 
• Contribute to the team’s overall targets and strive to achieve personal targets and goals as set out by the Spa Management team. 
• Maintain a sound treatment and retail knowledge with the ability to accurately describe benefits and prices.
• Up sell current spa promotions/packages whilst ensuring uptake is recorded accurately.
• Actively recommend products and provide further consultation to guests to ensure that sales are closed on product recommendations made by the therapists.
• Participate in standard operating procedures for ESPA’s Active Retail programme.
• Encourage clients to return by recommending an ongoing treatment programme, inviting guests to rebook.  
• Responsible for all billing procedures at the reception desk and the correct reconciliation of funds at the close of each shift and at the end of the day’s work. Maintain the highest standard of guest service by following ESPA protocols and displaying genuine care and attention to detail.
• Conduct spa tours for all guests, VIPs and prospective members.  Act as an Ambassador for the spa at all times.
• Consistently record guest preferences, accurately updating guest profiles and communicating any relevant information to colleagues.
• Ensure confidentiality at all times including data protection, medical details and any information provided in confidence by the client.
• Report any guest complaints to the Manager so that they can be handled promptly and effectively.
• Organise scheduling of appointments to maximize use of time and profitability whilst ensuring that the client’s needs are of first importance.
• Obtain and accurately record all relevant guest information including contact details, credit card details and requests/preferences.  Prepare all guest correspondence and administration as per brand standards and ensure excellent presentation.
• Respond to all guest enquiries promptly and efficiently.
• Provide information on spa facilities during tours including benefits, utilisation instructions and health and safety.
• Maintain the cleanliness, presentation and organisation of the reception area at all times.
• Ensure that adequate supplies of all public information material are available and are in immaculate condition.
• Record and track turn away business and repeat guests through the Spa Software system.
• Prepare the reception area for the start of the next shift, ensuring all messages are communicated and carry out a detailed hand over.
• Answer telephones within three rings and in a professional manner, following ESPA brand standards.
• Liaise with other hotel departments to ensure guest needs are met and communicated.  Maintain a good knowledge of the hotel and facilities available. 
• Day to day responsibility for equipment, products, cleanliness and hygiene of the reception and other spa areas.
• Maintain a high standard of appearance and personal hygiene as laid down by the Spa Operations Manager.
• Always be punctual and prepared in advance of treatments.
• Support all departments in the spa including covering reception and spa attendant duties as and when required.
• Must adhere to training as set down by the Head therapist and attend all training courses as deemed necessary.

About You

The ideal candidate should have at least a high school/ diploma in same field. The candidate should have at least 2 years of experience in the same role in an International Ultra-Luxury Resort and must be fluent in written and spoken English and French.