Spa Receptionist

The MGallery Hotel Collection features boutique hotels, each with its own original design and unique stories to tell. Choosing to join MGallery is choosing to live and experience Memorable Moments.

MGallery Nairobi Gigiri will feature 105 rooms and suites; four restaurants, including an all-day dining venue, a signature dining experience, a pool bar, and a rooftop restaurant and bar; meeting rooms and a business centre; and wellness facilities spanning a gym, pool and spa.

With a prime location on Gigiri’s Limuru Road, fairly close to Nairobi’s city centre and Village Market, it will attract UN and NGO delegates, consultants and contractors, as well as diplomats, leisure visitors and the local community.

Summary:

The Spa Receptionist is the first point of contact for all guests, offering a warm welcome and ensuring a seamless, luxurious experience from start to finish. This role involves handling guest appointments, providing information about the spa’s exclusive services, and delivering exceptional customer service in a tranquil and upscale setting. The Spa Receptionist will play a key role in maintaining the high standards.

Responsibilities:

Guest Reception:

• Greet and welcome guests with warmth and professionalism upon arrival at the spa.
• Ensure guests are informed about the spa’s services, offerings, and promotions in a friendly and knowledgeable manner.
• Confirm, check-in, and check-out appointments, ensuring accuracy in guest details and booking information.

Appointment Scheduling:

• Efficiently manage reservations, cancellations, and adjustments to bookings, ensuring smooth service flow.
• Answer phone calls, emails, and in-person inquiries, providing expert advice on services, treatments, and availability.
• Coordinate with therapists and spa team members to ensure that services are delivered promptly and to the highest standard.

Customer Service Excellence:

• Provide a personalized experience by addressing guest preferences and special requests.
• Handle any guest concerns or issues, ensuring swift resolution while maintaining the brand’s high service standards.
• Promote spa services, products, and exclusive packages to enhance guest experience and maximize revenue.

Administrative Support:

• Process payments (cash, credit/debit card transactions) and issue receipts accurately.
• Maintain organized records of guest visits, treatment preferences, and feedback.
• Assist with inventory management, ensuring the spa’s products and equipment are well-stocked and presentable.
• Ensure the front desk area is neat, organized, and in line with Banyan Tree’s aesthetic standards.

Spa Environment Maintenance:

• Help create a tranquil, calming atmosphere for all guests by ensuring the spa area is clean, tidy, and well-maintained at all times.
• Monitor guest flow to minimize waiting times and ensure a seamless experience for all visitors.
• Follow all safety and hygiene protocols to maintain a safe and welcoming environment.

Collaboration & Teamwork:

• Work closely with other spa team members and the management team to ensure the smooth operation of daily tasks and guest satisfaction.
• Assist in training new staff and support colleagues as needed to ensure consistency in service delivery.

Other:

• Any other tasks assigned by supervisor / manager.

Experience/Certificates/Education

• 2 years minimum experience in a similar capacity within an ultra-luxury hospitality / spa environment.
• Must possess outstanding Guest services skills, professional presentation and sophisticated communication skills. 
• Proficient in English language (verbal & written).
• Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective.
• Must be flexible in terms of working hours.
• A hospitality diploma is an asset.
• Computer literacy in Windows, MS Office Suite is recommended.
• Must have the ability to handle cash effectively and accurately.

Should be eligible to live and work in Kenya.