Lead Spa Receptionist

Lead Spa Receptionist

The FAENA Movement is one of culture, art and community. The FAENA Culture is steeped in the warmth and traditions of the south combining authentic and attentive hospitality with the world's finest amenities. We act as a catalyst in making dreams a reality with the collaboration of ideas. Creating carefully curated spaces paired with excellence in service to delight the most sophisticated guests as they are indulged by the FAENA Culture.

Lead Spa Receptionist is responsible for driving the revenue of all business areas in the spa through effective scheduling, yield management and sales. Provides support to the Spa Director as a Manager on Duty and oversees the personnel management of the Spa Reception.

Essential Functions

• Ensure the facility is adequately manned at all times. Oversee the smooth running of all business areas in the spa.
• Inform the relevant department head of any complaints or issues regarding the Spa's facility, taking action or recommending amendments if necessary.
• Responsible for Opening/Closing Procedures when on duty.
• Complete opening procedures and check lists per relevant area on a daily basis, reporting any housekeeping or maintenance issues to the relevant department and ensuring prompt resolution.
• Carry out daily briefings with the entire spa team, communicating guest information, hotel news and revenue targets.

Sales & Revenue Management

• Drive revenue of treatments and spa programs through ensuring effective scheduling and yield management.
• Maximise sales by driving up selling and cross sales by the Reservations Team.
• Strive to exceed personal and team sales targets and objectives as set by the Spa Director/Manager.
• Assist the Treatment Manager where required, to produce monthly statistical reports to identify business and revenue opportunities.
• Play an active role in creating new initiatives in retail/booking incentives and cross selling promotions.
• Assist the Spa Reception Manager where required in calculating team incentives/commissions on a monthly basis, submitting to the Spa Director/Manager for approval.
• Ensure turn away business and repeat guests are accurately tracked by the Spa Reception team through the Spa Software.
• Drive up selling of spa promotions
• Liaise with other hotel departments to maximise revenue opportunities.
• Ensure correct billing procedures and reconciliation of funds on reception at the close of each shift and at the end of the day's work.

Guest Relations

• Be a constant presence at the spa reception taking regular walk rounds of all spa areas, ensuring interaction with guests and members.
• Lead by example by providing a warm welcome to clientele whilst striving to provide outstanding service.
• Conduct spa tours for VIPs, journalists and prospective Rose members. Act as an Ambassador for the spa at all times.
• Deal with any client complaints promptly and effectively, ensuring client satisfaction and revenue is not jeopardised. Record any grievances and follow up accordingly, communicating with the Spa Director/Manager at all times.
• Ensure Spa Sales & Reservationists regularly record guest preferences, accurately updating guest profiles.

Personnel Management

• Responsible for the induction, training, development, Spa Receptionists under the supervision of and in communication with the Reception Manager.
• Hold monthly meetings with Spa Reception to communicate, motivate and be aware of staff needs.
• Conduct effective orientations and ongoing training for all Spa Receptionists.

Operations/General

• Support the spa reservations operation and maximise revenue opportunities and guest relations by undertaking reception and reservation duties as part of daily responsibilities.
• Regularly update manuals and workbooks to ensure that all operational procedures are carried out in the prescribed manner.
• Ensure that the spa and reception area is well merchandised, clean and free of clutter.
• Demonstrate a professional demeanour at all times, particularly with regard to punctuality, appearance and general manner.
• Work a flexible schedule, including evening, early and weekend shifts.

Health & Safety

• Regularly update training for Spa Reception and Attendants on Health and Safety Policy and ensure it is adhered to.
• Ensure that a high standard of cleanliness and hygiene is maintained throughout the facility at all times.

Qualifications

Essential

• High school graduate or vocational training certificate, some college.
• Minimum of 2 years of experience as a Spa Supervisor or Spa manager in a luxury property.
• Ability to:
• Enforce Faena standards, policies and procedures with spa staff.
• Prioritize and organize work assignments, delegate work.
• Direct performance of Spa staff and follow up with corrections where needed.
• Motivate Spa staff and maintain a cohesive team.
• Ascertain spa training needs and provide such training.
• Be a clear thinker, analyze and resolve problems exercising good judgement.
• Work without direct supervision.
• Passion for hospitality and an engaging personality.
• Ability to work a flexible schedule including evenings, weekends and holidays.
• Ability to engage with employees and guests in a variety of situations.
• Skilled multi-tasker.
• Able to lead by example.
• Experience working with PR agencies and use of social media.
• Competent in Microsoft Office, in particular using Excel spreadsheets.
• Fluent in English, other language skills preferred.

Desirable

• Four year college degree or equivalent education/experience.

Physical Abilities

Position:

• Sitting
• Standing/walking
• Stair climbing to access various location within the hotel
• Picking up of boxes of retail products, salon products, brochures and treatment beds.

Repetitions:

• Sitting: 4 hours per day
• Standing/walking: 4 hours per day
• Stair climbing: 2x day
• Squatting/kneeling: occasionally
• Finger movements: continuous during computer use

Sensory:

• Sight for using computer and doing paper work.
• Must be able to climb stairs.