Spa Reception

Job Description

Job Description

The Spa Hospitality Receptionists are to professionally accommodate all resort and day spa guests, and spa members by ensuring that the guest has a positive and memorable experience while meeting and exceeding their expectations. They are responsible for the day to day activity of the Hospitality Desk. They greet and inform guests, book a la carte services and package reservations, give tours of the Spa, sell gift cards, and sell retail products.

Duties & Responsibilities

• Provide professional guest service by programming all guests efficiently and courteously as well as responding to inquiries, requests, and complaints promptly. Associate must assume an enthusiastic, pleasant, and helpful attitude towards all guests and staff members.

• Associate is able to give full tours of the Spa facilities at any opportunity. Will assist in touring for membership sales when necessary.

• Greets all guests as they enter the hospitality & retail area in a pleasant and timely manner using eye contact and smiling.

• Voice mail lines are checked on a regular basis and calls must be returned within the SHRS standard of two hours or less.

• Must know pertinent information about the Resort and all its services while informing guests at every opportunity. Know where to direct inquiries about resort services to ensure guest gets the most information possible.

• Able to post payment, discount, and issue refunds for services and products in SpaSoft.

• Addresses guests? complaints promptly and efficiently.

• Full knowledge of how to sell and post a gift card. This includes acquiring all the necessary purchaser and guest information, activating the gift card, data entry in SpaSoft, and properly logging the sale of the card.

• The associate is actively selling retail products and up-selling retail products recommended to guests by providers. The associate has general knowledge of the product line(s).

• Associate is well versed in the types of treatments, services, products, and packages offered including seasonal promotions. Is able to explain to the guest what each treatment entails and is also knowledgeable of prices for all a la carte services, packages, hotel packages that include spa services, and special member and employee pricing.

• Associate must be able to accurately perform all opening and closing procedures as outlined in the daily checklist.

Requirements & Qualifications

• MUST be able to work up to eight hours or other agreed upon shift length and flexibility in working weekends and holidays.

• MUST have strong guest service skills. Be friendly and positive at all times to guests and employees while handling themselves in a professional manner.

• MUST have strong computer skills including data entry and knowledge of the internet.

• MUST be multi-task oriented with good time management skills, including the ability to prioritize. Guests always come first.

• Presents a professional image. Must be well groomed and neatly dressed while wearing the required issued uniform.