Spa & Recreation Receptionist

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Scope and Objectives 

The Recreation Receptionist welcomes all guests who enter the spa and fitness area as well as primarily supports in the successful planning and booking of services. They are responsible for providing customised, personal attention, anticipating the guest needs, and escorting them to the appropriate areas throughout the facility. Appropriate and warm guest communication and engagement is essential to the success of this role. The reception role supports the overall communication for a smooth guest experience.

Job Responsibilities

• Adhere to the Policy & Standard Operating Procedures manual.
• Be a host to the guests / members of the spa. This includes greeting them in person or over the phone in a friendly, efficient and professional manner, as well as escorting them to the appropriate facilities. This role is also expected to be flexible to support other spa and fitness staff when needed.
• Receive and respond to all guest / member concerns, comments or complaints with discretion and urgency.
• Encourage appointments for personal and group training sessions.
• Knowledgeable about all aspects of the facility to provide information and literature about the services in person and over the telephone.
• Handle all transactions and maintain the daily balance with efficiency and accuracy.
• Schedule appointments and ensure smooth operation of the reception.
• Ensure ambience levels, such as lighting and music are correctly set and maintained and all areas are clean and organised.
• Maintain confidentiality for all guests and employees.
• Report any security concerns to the hotel management relating to guest safety.
• Support to prepare any daily / monthly reports required by finance.

Administrative and Financial Responsibilities

• Operate point of sale system and collect payments from clients for all services rendered.
• Maintain guest database for ongoing guest communication.
• Work towards retail and treatment revenue goals set by the department.
• Maintain inventory and stocks of all standard items.
• Maintain cleanliness of testers, promotional collateral and accurate supply of products on the shelves.
• Confirm all appointments, VIP arrivals and accommodate guest preference.
• Review appropriate venue blocks and bookings to ensure smooth operations.
• Practice yield management and promote all ongoing offers for the guest.
• Report any discrepancies in retail inventory.
• Maintain accurate accounting procedures for monetary transactions and reconcile all of them by the end of the work shift.

Guest Quality and Operational Excellence 

• Recognise arrivals of all VIP guests arriving in the spa/fitness/recreation facility and the hotel.
• Ensure the facility is in peak condition and clean at all times.
• Responsible for driving the guest experience and communication amongst the colleagues orchestrating a smooth guest sequence delivery.
• Ensure guest / member preferences and special requests are accommodated to the best of the property’s abilities.
• Ensure the facility is receiving the highest ratings from guest satisfaction surveys.
• Deal with any guest complaints, comments or concerns with discretion and urgency.
• Ensure linen and all guest supplies are properly set up and there is sufficient stock level in circulation.
• Ensure all equipment is working properly.

Education and Experience 

• Previous reception experience, preferably in the spa industry is an asset.
• Experience in working at guest centric roles and ability to deliver outstanding customer service.
• Multitasking is a requirement.
• Computer skills related to spa appointment software and cashier process.
• Telephone etiquette.
• Quick thinker, courteous and welcoming.
• Professional and well-groomed.
• Adaptable.