Job Description:

The Spa Receptionist serves as the first point of contact for our spa guests, delivering impeccable service with professionalism and poise. This role requires attention to detail, the ability to anticipate guest needs, and the ability to create a warm and welcoming atmosphere that aligns with Forbes Travel Guide standards.

Key Responsibilities:

Guest Experience:

• Greet all guests with a warm, genuine welcome in accordance with Forbes Five-Star standards.
• Ensure all guest interactions are personalized, proactive, and exceed expectations.
• Provide detailed information about spa services, treatments, and retail products.

Reservations & Scheduling:

• Manage spa bookings, confirming appointments, and accommodating special requests.
• Efficiently coordinate with therapists and other spa staff to optimize the schedule.

Administrative Duties:

• Process payments accurately, handle cash, and maintain an organized reception area.
• Monitor and update guest records, ensuring data confidentiality.

Problem Solving:

• Address and resolve guest concerns or complaints promptly and effectively.
• Escalate issues to management when necessary, ensuring guest satisfaction.

Forbes Standards Compliance:

• Consistently deliver service that meets or exceeds Forbes Travel Guide standards.
• Participate in ongoing training to uphold and enhance service quality.

Team Collaboration:

• Support therapists and spa attendants in maintaining a seamless guest journey.
• Contribute to a positive team culture through effective communication and collaboration.

Qualifications:

• Previous experience in a luxury hospitality or spa setting, with knowledge of Forbes standards preferred.
• Proficiency in reservation systems and basic office software.
• Looks for opportunities to assist peers, guests, other departments or leaders at all times.
• Solution oriented, appropriately managing conflict, stays on task and promotes teamwork.
• Awareness of guest experience at all times, uses guest name, smiles, makes eye contact and communicates professionally.
• Maintain accurate record of guest interactions, preferences and requests for future reference.
• Must have strong problem solving & decision making skills.
• Must possess outstanding organizational, interpersonal, and administrative skills, as well as excellent attention to detail.
• Must be available to work all shifts and be able to flex schedule based on business demands.
• Must have strong customer service skills. Ability to deal with problems involving guests and operational issues while maintaining a positive attitude.
• Candidate must be able to work efficiently within a team environment.
• Candidate must maintain a well-groomed and professional appearance.
• Must command excellent communication and presentation skills, both verbal and written.
• Must be able to communicate in English with guests, management, and other employees to their understanding. Additional foreign language a plus.
• Combination of education equivalent to graduation from high school (High school diploma) or any other combination of education, training and experience that provides the required knowledge, skills and abilities.