Spa Receptionist

Raffles Seychelles, part of the esteemed Raffles Hotels & Resorts, boasts 20 ultra-luxury properties worldwide, some featuring exclusive branded residences. In 2023-24, four new Raffles hotels will be unveiled. The brand, named after Sir Stamford Raffles, exudes elegant British charm while catering to the modern lifestyles of well-travelled guests. With warm, personalized service and iconic Raffles Butlers, we offer an atmosphere of generosity.

Our hotels are not just accommodations; they are art museums, culinary hubs with renowned chefs, and pioneers in next-gen wellness experiences. We prioritize cultural and natural heritage preservation, employing experts within our properties. At Raffles, guests transform into friends and eventually become family. It's a place to celebrate, explore, exchange ideas, and discover a new dimension of luxury that resonates with emotions as gracefully as the Raffles name itself.

Position: Spa Receptionist

Department: Spa

Reports To:  Spa & Wellness Director

PURPOSE OF POSITION

This position encompasses three roles – spa desk, telephone appointment booking and spa host.

Handle all guests in a professional, courteous manner and serve as the facility's first impression to Guests. The spas Receptionists is responsible for the overall operation of the reception area, telephones and hosting and will provide efficient and courteous service to guests at all times.

KEY ROLES & RESPONSIBILITIES

• Answer telephone inquiries promptly and professionally and channel to appropriate person for assistance.
• Greet Guests in a friendly and efficient manner.
• Escort Guest as required.
• Knowledgeable about all aspects of treatments and the facility.
• Provide information and literature about facility in person and via telephone.
• Control entry into all areas of facility by restricting all unauthorized individuals.
• Collect moneys or other suitable payment from clients for all services rendered.
• Operate point of sale system.
• Schedule appointments into the booking system as per policy.
• Clerical duties.
• Give tours of spa, as required.
• Ensure smooth operation of reception.
• Respond to inquiries by phone and in person, providing complete details of all spa aspects.
• Handle special assignments.
• Co-ordinate sales packets, when needed.
• Maintain office files/records.
• Assist in the administration and implementation of staff training in reception operations i.e. business telephone usage, Guest relations, retail sales, spa services (massage, loofah, facial, etc.).
• Report maintenance issues according to protocol to engineering and supervisor.
• Report guest complaints to Spa Manager or designate.
• Upsell treatments and retail items appropriately.
• Consult guests regarding their treatment preferences and suggest appropriate options.
• Promote all Spa, Wellness and Fitness activities to guests.
• Ensure cleanliness is maintained throughout the Spa.
• Perform tours and show around of the Spa and its facilities.
• Order items required for the Spa operation (water, fruit, stationary, etc) through the approved computer software system.
• Assist in the operation of all spa departments:

• Salon; Boutique
• Sales and marketing
• Maintain inventory and stocking of all reception materials.

ADMINISTRATIVE DUTIES

• Effective coverage of receptions.
• Adherence to all Standard Operating Procedures Manual.
• Maintain inventory of supplies for the administration of the reception.
• Maintain accurate records as required by provincial regulations.
• Attend daily/ weekly/monthly Reception and Spa departmental communication meetings.
• Ensure opening and closing checklists are completed.

HEALTH AND SAFETY

• Follow and ensure that all Colleagues follow all safety procedures and practices.
• Adherence to reception department emergency procedures/safety manual.
• Ensure all departments adhere to all safety practices of Raffles Spas.

FINANCIAL RESPONSIBILITIES

• Maintain the reception in peak condition at all times, while adhering to all aspects of the operations budget, including payroll.
• Maintain accurate accounting procedures for cash transactions and reconcile all transactions at the end of the work shift.
• Ensure billing is done correctly after every transaction.

COLLEAGUE RELATIONS

• Ensure spa reception department maintains a positive relationship with all departments in the spa and hotel.
• Ensure Colleagues have a complete understanding of and adhere to the spa's policy relating to safety.

GUEST SERVICE

• Ensure the facility is in peak condition at all times (operations and cleanliness).
• Ensure Resident satisfaction at all times by ensuring that safety and service is always the spa's first priority.

OTHER DUTIES

Carry out any other duties and responsibilities as assigned by supervisor and/or manager.

QUALIFICATIONS

Post-Secondary Education

EXPERIENCE

Minimum 1 years’ experience in hotel operations in hotel operations, related to or preferably in special events, weddings, conference services etc.