The incumbent in this position is responsible for welcoming the guests and members to the Health Club and providing them with assistance during their visit in order to meet or exceed their expectations whilst adhering to service standards.
The job of Spa Receptionist is executed satisfactorily when:
- Hygiene standards are strictly monitored and followed.
- Quality audit results are 85% and above.
- When all the Spa guests are 100% satisfied with the Spa services.
- Receptionist is the first and last impression of the spa, therefore must be very professional and create an experience for the guests.
- Greets all visitors to the Spa and Wellness Centre in a warm and sincere manner, invites them to sign the consultation form.
- Provides them with assistance such as lockers, towels, bathrobes or information concerning our services and facilities in a prompt and efficient manner.
- For visitors interested in a membership at the Wellness Centre, promotes the services by providing information and offering a tour of our facilities. Assists new members in filling out the membership application form correctly. And indorse to the team.
- Handles all Spa cashier transactions such as Retail, daily Spa revenue or any other fees from guests then issues a receipt.
- At the end of the shift balances the cash register.
- Receives all incoming telephone calls to the Spa according to the hotel standards, provides/receives information, takes appropriate actions such as booking or refers the matter to the relevant persons to handle.
- Liaises with therapists in case of bookings and / or cancellations from members / guests.
- Upon visitor’s departure from the Spa and Wellness Centre, thanks them for their visit and invites them to return.
- Daily, Weekly and Monthly reports to be completed with details.
- Makes handover report written and verbal if possible for the receptionist on the next shift. Before each shift reads handover report.
Education:
- Business Administration/Personal Assistant/Secretary Certificate an advantage.
- Sales and/or customer service training an advantage.
- Knowledge of Natural Therapies. (Preferable)
Experience: One (1) year reception experience in an international SPA.
Language: Local language – excellent oral and written skills (as applicable)
English – good oral and written skills
Competencies:
- Client facing experience within reception or front of house
- Business writing.
- Stock and retail management.
- High levels of customer service.
- Telephone system operations.
- Computer literate with experience of ‘in house’ booking/database systems.
- Experience within 7-day operation.
To fill this position the candidate must identify with the Kempinski core values, in addition they should be especially:
- People Oriented
- Passionate for European luxury
- Entrepreneurial
- Self-confident
- Persuasive
- Ethical
- Quality oriented
- Well-presented