Casual Spa Receptionist - The Parkgate Hotel

The Parkgate Hotel DEPARTMENT Spa POSITION Casual Spa Receptionist GRADE Casual REPORTS TO Spa Manager Note: This job description in no way states or implies that those duties listed below are the only ones to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their Senior Manager. Every member of our team must play their part in delivering exceptional service to our guests, our partners and our colleagues. With a real focus on people, compliance, guest service, profit and communities, The Celtic Collection lead the way in providing superior hospitality. We take our values very seriously; they’re inspired by our people and lived everyday: Commitment – we are passionate about our success Innovation – We are driven by new ideas and continuous improvement Growth – we are focused on the development of our people and the future Diversity – we are an inclusive team, who care for and respect each other Loyalty – we are proud of the reputation we have created POSITION OVERVIEW The Spa Receptionist at The Parkgate Hotel is responsible for welcoming clients and guests into the spa with a warm and friendly welcome at all times, responding to all enquiries while observing set 5* standards. The Spa Receptionist should have knowledge of the services and treatments offered at the spa including any offers and promotions that may be on at a particular time. Spa Receptionist duties also include prioritizing workloads, ensuring all operational procedures and ensuring that standards of appearance codes of conduct are adhered to and implemented to the latter. The Spa Receptionist will maintain a knowledge in all brands within the Spa and ensure all guests have received the full Spa journey set out by the Spa Manager The role will also involve a knowledge and understanding of the Spa facilities on offer , carrying out tours , cleaning of the Spa area and the running of the Herbal Steam Temple. GENERAL Responsible for helping to maintain a customer-focused culture which support the values expressed in the Hotel Ambition and the Hotels business goals of profitability and service quality. Establishes and maintain effective and positive relationships within the team as well as other departments. Complies with the company’s Health and safety, Hygiene policies as well as all other business policies and procedures. Report all situations that may present a danger to guests or staff immediately to the relevant people and take action to rectify the situation if possible. To ensure that resources are used effectively, minimising waste to protect our environment and to reduce costs. To perform related duties and special assignments as and when required. To instruct guests on the use of all Spa facilities including The Herbal Steam treatment and Spa Leisure use To maintain a clean and 5* standards in all Spa areas To be efficient on all Spa and Hotel Systems To be able to follow the guest journey set out by the Spa Manager to the highest standards JOB FUNCTIONS Communication Employees are encouraged to take a lively interest in the activities of the company and, should there be anything on which you have insufficient information or where you are unsure, should ask your immediate line manager. Employees are encouraged to ask questions and to speak to each other. Budgets Maintains an understanding and acceptance of the monthly budgets and a motivation to achieving these. Standards Supports the setting, maintenance and understanding of standards expected for the Department and is responsible of these standards within the operations. Structure Respects the organisational structure in place and the duties and responsibilities of all team members. Conducts yourself professionally and with respect for the professionalism of all other team members and the roles they play in achieving the departmental objectives. Team Ensuring you are trained in all relevant courses applicable to your position and remains passionate about achieving the ultimate internal/external customer experience. Delivery Responsible for delivering the ultimate in professional internal/external customer service with the standards expected and trained by the Department. Responsible for all stock and the care and control of all professional equipment within your working environment. Responsible for the cleanliness and presentation within your working environment in accordance with set standards. Participates in monthly audits and checks on all equipment to verify its location and ensure its full, safe operation. Responsible for escalating any complaints to the Department Manager immediately, providing full details. · To carry out Front of House procedures as per the daily checklists. This will Include opening/closing of the Spa. · To liaise with the Spa therapists to ensure that treatment time guidelines are adhered to or adjustments made immediately to ensure the client’s journey runs smoothly. · Coordinating a guest’s consultation records with the therapists · To work within spa guidelines to ensure that all client bookings are accurate and streamline and hence the client journey is second to none. · To deal with all client queries – by phone, post, online and face-to-face. · Ensuring that all relevant spa staff receive a print outs of their daily schedules · Adhering to agreed reporting system on a timely basis · In charge of all billing procedures and the correct reconciliation of funds at the reception desk and at the close of every shift as well as at the end of the day’s work · Completing daily opening procedures and checking lists per relevant area · Scheduling reservations for guests and monitoring availability of treatment and staff to ensure punctual service as per the relevant skills of therapists · Organizing schedules to fully utilize time and profitability while ensuring that client’s needs are prioritized · Assisting with administrative duties such as receiving purchasing and inventory reporting · To consistently achieve retail targets. · To identify and maximize sales opportunities in all client queries/contact. Skills: · Excellent oral written language skills · Customer focus · Computer literacy and attention to detail · Telephone system operations · Professional courteous Staffing Responsible for ensuring therapists are trained in all relevant courses applicable to their position and remains passionate about achieving the ultimate customer experience for all guests of the Spa Supplying Responsible for welcoming the guest to the Spa ,offering them tea or water and ensuring completion of the consultation form. Responsible for showing all guests around the leisure spa , including changing rooms and offering and providing assistance if required. Responsible for maintaining a detailed knowledge of all treatments and be able to explain these to customers on request. Responsible for interacting with hotel guests . To ensure that the Spa Reception and general public areas are kept clean and tidy at all times. Responsible for maintaining comprehensive retail product knowledge and the ability to sell to guests on request from guests or therapists. Responsible for processing all treatment and retail product charges through the computer system, ensuring all customers are charged and transactions are handled in a discreet, professional manner. Responsible for ensuring all guest room charges are processed accurately and efficiently, ensuring all transactions are approved by the guest. Responsible for the care and control of all professional equipment under their control, as well as respect and care for their working environment. Responsible for escalating any complaints to the Spa Supervisor and Spa Manager immediately, providing full details and suggesting appropriate action to the satisfaction of the resort and customer alike. Responsible for the running of the Herbal Steam Temple , guest experience and cleaning of the equipment Training Responsible for attending all required training as scheduled. Leadership Maintains an understanding of the departmental objectives and contributes to a positive team environment, focussed on achieving the ultimate Department experience. Is present for all briefings and debriefs conducted by the Supervisor on duty. PERSON SPECIFICATION Criteria Essential Desirable Qualifications Basic understanding of Microsoft Office including Microsoft Word, Microsoft Excel GCSE Grade C or above in Maths and English Customer Service Qualification Fluent written and spoken skills in English VTCT NVQ Level 3 Beauty Therapy Attainments/competencies (list as required) As included in the above qualification As included in the above qualification Experience required Minimum 12 Months experience in a customer facing role Previous experience working in a 5* luxury environment ie. Therapist within a 4+ treatment room spa Special aptitudes (e.g. oral or written skills, manual dexterity, etc.) Excellent communication skills, able to confidently speak with guest, colleagues and managers Previously trained and/or worked alongside a leading luxury spa brand eg. Elemis, ESPA Proven retail selling skills within a spa or salon environment Spa and Hotel System knowledge Signed by Employee Date: