SPA Receptionist Intern - Bvlgari Hotel Milano

POSITION: Spa Sales, Reservations and Marketing Manager Intern

DEPARTMENT: Spa

PLACE OF WORK: Bvlgari Hotel Milan

 

PURPOSE OF THE ROLE

The Spa Intern will be trained in Sales & Reservations, Duty Management and Spa Marketing support.
The role is responsible for maximizing the revenue of the Spa through effective scheduling, yield
management, sales initiatives and targeted marketing activities.

As an Ambassador for the Spa, this role ensures outstanding five-star guest relations, delivering Spa
and hotel brand standards while contributing to revenue growth, guest retention and brand positioning
through marketing support.

 

REPORTING TO: Spa Director

 

SALES & REVENUE GENERATION

• Maximise revenue of treatments and programmes through effective scheduling, yield
  management and cross sales.
• Contribute to the team's overall targets and strive to achieve personal targets and goals as set
  out by the Spa Management team.
• Maintain a sound treatment and retail knowledge with the ability to accurately describe benefits
  and prices.
• Upsell current spa promotions/programmes whilst ensuring uptake is recorded accurately.
• Actively recommend products and provide further consultation to guests to ensure that sales
  are closed on product recommendations made by the therapists.
• Encourage clients to return by recommending ongoing treatment programmes and inviting
  guests to rebook.
• Responsible for all billing procedures at the reception desk and the correct reconciliation of
  funds at the close of each shift and at the end of the day's work.

 

MARKETING & BUSINESS DEVELOPMENT

• Support the Spa Director in implementing marketing initiatives aligned with the Spa's revenue
  and positioning strategy.
• Monitor booking patterns, occupancy levels and guest behavior to identify opportunities for
  targeted promotions and revenue optimization.
• Assist in the development of tailored offers and packages aimed at stimulating demand and
  enhancing overall booking performance
• Contribute to upselling and cross-selling strategies by identifying opportunities to enhance the
  guest journey and increase average spend.
• Maintain accurate guest profiles and support CRM activities by recording preferences,
  behaviours and purchase history to enable personalised marketing.
• Assist in the creation and execution of guest communication touchpoints (pre-arrival, post-visit
  follow-up, rebooking encouragement).
• Support retail strategy by promoting products, contributing to product storytelling and
  monitoring sales performance.
• Collaborate with other hotel departments (e.g. Front Office, Concierge, Sales) to promote Spa
  services and maximise internal referral opportunities.
• Provide feedback and insights on guest trends, competitor activities and market opportunities.
• Support the implementation and tracking of marketing initiatives, ensuring alignment with brand
  standards.

 

GUEST RELATIONS

• Maintain the highest standard of guest service by following Bvlgari Spa Milan protocols and
  displaying genuine care and attention to detail.
• Conduct spa tours for all guests, VIPs and prospective clients. Act as an Ambassador for the
  Spa at all times.
• Consistently record guest preferences, accurately updating guest profiles and communicating
  any relevant information to colleagues.
• Ensure confidentiality at all times including data protection, medical details and any information
  provided in confidence by the client.
• Report any guest complaints to the Duty Manager so that they can be handled promptly and
  effectively.

 

RECEPTION STANDARDS / OPERATIONS

• Organise scheduling of appointments to maximise use of time and profitability whilst ensuring
  that the client's needs are of first importance.
• Obtain and accurately record all relevant guest information including contact details, and
  requests/preferences.
• Prepare all guest correspondence and administration as per standard operating procedures and
  ensure excellent presentation.
• Respond to all guest enquiries promptly and efficiently.
• Provide information on spa facilities during tours including benefits, utilization instructions and
  health and safety.
• Maintain the cleanliness, presentation and organization of the reception area at all times.
• Ensure that adequate supplies of all public information material are available and are in
  immaculate condition.
• Record and track turn-away business and repeat guests through the Book4Time software
  system.
• Prepare the reception area for the start of the next shift, ensuring all messages are
  communicated and carry out a detailed handover.
• Answer telephones within three rings and in a professional manner, following standard
  operating procedures and LQA standards.
• Liaise with other hotel departments to ensure guest needs are met and communicated.
• Maintain a good knowledge of the hotel and facilities available.

 

DUTY MANAGEMENT

Act as Duty Manager when assigned this role as part of the rota created by the Spa Director.

When on duty:

• Ensure the facility is adequately manned at all times.
• Oversee the smooth running of all business centres (gym, treatment areas, hair salon) in the Spa.
• Inform the relevant department head of any complaints or issues regarding the Spa's facilities, taking action or recommending amendments if necessary.
• Complete opening and closing procedures with checklists per relevant area on a daily basis, reporting any housekeeping or maintenance issues and ensuring prompt resolution.
• Carry out daily briefings with the entire Spa team, communicating guest information, hotel news and revenue targets.

 

HEALTH & SAFETY

Receive training on all relevant legislation pertaining to Health and Safety at Work Law and
Health and Hygiene standards.

 

GENERAL

• Maintain a high standard of appearance and personal hygiene as laid down by the Spa Director.
• Always be punctual.
• Support all departments in the Spa, including covering reception, gym and spa attendant duties as required.
• Adhere to all training as set down by the Spa Director and attend all required training courses.