SPA RECEPTIONIST

Your role as Receptionist is key as you are responsible for the guests’ first impression of the spa and for handling their reservations and related recommendations.

It is your responsibility as a Spa Receptionist to ensure that we deliver that special, individual and unique service to all guests in the Nira Spa at Shanti Maurice.

It is your responsibility to create the most welcoming and warm environment for our guests and to ensure a level of service and handover completed as per established standards. You must also follow up on each guest’s experience and satisfaction when the guest returns to the reception area at the end of their journey.  

As the spa receptionist you are the main point of contact with our guest and the reason why you are expected to be aware and always updated on all team members’ and managers’ movements.

You must be able to provide a service that is responsible, spontaneous, personal and genuine. In order to do this, you will require a high level of social skills and the ability to take responsibility for the customer service in the spa. High standard of presentation is essential together with reliability and punctuality.

Responsibilities and duties for this position shall include, but not be limited to, the following areas and activities. At management discretion, direction may be given for tasks outside the scope of work described.

MINIMUM REQUIREMENTS

• School Certificate
• Flexible on working hours

• Fluent in English & French

• A foreign language will be an advantage

TASKS & RESPONSIBILITIES

• Consultation with guests regarding booking treatments. 
• Be knowledgeable in using Spa software in order to provide flawless service and an effective booking situation.  

• Management of all related billing procedures in an effective and professional manner.

• Service of welcome drinks along with the knowledge of the properties of the same as implemented in operation.  
• Management of all booking-related telephone calls.  This includes consultation with the guest on treatments and ensuring that the service experience begins at this first call. 

• Be well informed about the retail products and serve the clients request and interests with regards to the same.
• Prepare Sales Report of the Retail Products and hold a meeting with the Spa Manager every week-end. You will be held responsible for any discrepancies in the same.
• Follow up with guests regarding therapists’ product recommendations.  Ensure that products are prepared along with the guests billing to ensure seamless service.
• Be knowledgeable of retail products related to specific menu treatments and be able to make recommendations thereafter.
• Be knowledgeable of all your duties and follow the set guidelines Standards of Operation (SOP) and checklists for the Nira Spa at Shanti Maurice.   
• Keep your work area clean and organized.  
• Ensure that the Spa Reception area is perfectly set-up every day before 8:15 a.m. as this is the first area visited by the guests.
• Handle guest complaints with a sense of ownership in a calm and solution-oriented manner.  

• Being present and actively take part in meetings and trainings given by Management.
• Greet all clients with name recognition, a welcoming smile and a clear but soft tone of voice.  
• Always stay informed on other resort activities and actively promote the same.
• Answer all telephone calls within 3 rings in a friendly and prompt manner. Always follow the guidelines of standard telephone etiquettes as per the standards of Shanti Maurice.
• Be genuinely committed to clients and your fellow colleague’s 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 their visit and compile a client history after they leave.

• Communicate in the spa and with other departments regularly.  Particularly those departments with which you have 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