Spa & Recreation Receptionist

Roles & Responsibilities

Position: Recreation Receptionist

Scope and Objectives:
As a Recreation Receptionist, you will welcome all guests entering the spa and fitness area, assisting in planning and booking services. Your role involves providing personalized attention, anticipating guest needs, and ensuring a smooth guest experience. Effective communication and engagement with guests are essential for success in this role.

Job Responsibilities:
- Adhere to the Policy & Standard Operating Procedures manual.
- Greet guests/members in person or over the phone, escorting them to appropriate facilities, and supporting other spa and fitness staff when needed.
- Receive and address all guest/member concerns, comments, or complaints promptly and discreetly.
- Promote appointments for personal and group training sessions.
- Provide information about facility services in person and over the phone, ensuring guests are knowledgeable about all aspects.
- Handle transactions efficiently and maintain daily balance with accuracy.
- Schedule appointments and maintain smooth reception operation.
- Ensure appropriate ambience levels, cleanliness, and organization of all areas.
- Maintain confidentiality for all guests and employees.
- Report any security concerns to hotel management regarding guest safety.
- Support in preparing daily/monthly reports required by finance.

Administrative and Financial Responsibilities:
- Operate the point of sale system, collect payments, and maintain guest database.
- Work towards retail and treatment revenue goals set by the department.
- Manage inventory and stocks of standard items, ensuring cleanliness and accurate supply.
- Confirm appointments, VIP arrivals, and accommodate guest preferences.
- Review venue blocks and bookings for smooth operations.
- Report any retail inventory discrepancies.
- Maintain accurate accounting procedures for monetary transactions and reconcile them by the end of the shift.

Guest Quality and Operational Excellence:
- Recognize VIP guest arrivals and ensure peak facility condition and cleanliness.
- Drive the guest experience and communication among colleagues for smooth guest service.
- Accommodate guest preferences and special requests to the best of the property's abilities.
- Ensure the facility receives high ratings from guest satisfaction surveys.
- Address guest complaints, comments, or concerns promptly and discreetly.
- Ensure adequate linen and guest supplies and proper equipment functioning.

Desired Candidate Profile:

Qualifications:
Education and Experience:
- Previous reception experience, preferably in the spa industry, is an asset.
- Experience in guest-centric roles, delivering outstanding customer service.
- Ability to multitask effectively.
- Computer skills related to spa appointment software and cashier processes.
- Telephone etiquette.
- Quick thinker, courteous, and welcoming.
- Professional and well-groomed.
- Adaptable.