Lead Spa Receptionist

Pyramid Global Hospitality•Port Charlotte, FL

9d•Onsite

About The Position

The Lead Spa Receptionist leads by example, ensuring consistent delivery of luxury service and upholding the resort's core standards. They oversee spa desk operations, manage fellow receptionist performance, and maintain a harmonious spa/salon environment through proactive leadership. Responsibilities include guest engagement, team training, scheduling, inventory management, and fostering a positive work culture aligned with resort goals and service excellence. All duties are to be performed in accordance with Sunseeker Resort, department and property policies, practices, and procedures.

Requirements

High School Diploma, GED, or equivalent
Minimum 21 years of age.
Minimum of two (2) years' experience in guest service in a luxury resort, day spa or hotel environment
Minimum of one (1) year of Point of Sale and booking/scheduling experience
Minimum of one (1) year of supervisory/leadership experience
Minimum of one (1) year of experience handling the monitoring of multiple phone lines/customer service
Working knowledge of Microsoft Office
Ability to function well under pressure, manage multiple priorities, and meet established deadlines
Must possess mature personal discretion and sound judgment
Excellent organizational skills, with particular attention to quality and detail
Interpersonal skills to deal effectively with all contacts
Adept at engaging with guests in a professional and effective manner.
Professional appearance and demeanor.
Availability to work flexible hours, including weekends and holidays.
Abiltity to communicate clearly in English, with strong written and verbal abilities.
Previous experience working in a similar resort setting.
Proficient in Microsoft Office applications.
Capable of performing effectively under pressure, managing multiple tasks, and meeting deadlines with ease.
Must demonstrate sound judgment and maintain a high level of personal discretion.
Strong organizational skills with keen attention to detail and quality.
Adept at engaging with business contacts in a professional and effective manner.
Exceptional guest service skills, consistently delivering an outstanding experience.

Responsibilities

Lead by example, embodying the property's core service standards and brand attributes while ensuring that luxury service delivery remains consistent and proactive.
Take ownership of guest engagement, setting a leadership standard by greeting, interacting, and assisting all guests in a professional manner. Foster a cooperative and harmonious spa environment through team-driven solutions.
Proactively manage team performance in fast-paced situations, using sound judgment and effective multitasking skills to keep operations running smoothly.
Serve as the primary point of contact for guests' needs, ensuring the team addresses concerns or special requests promptly and efficiently.
Oversee the front desk operations, including handling a multi-line phone system, assisting guests with questions, and ensuring timely and accurate booking of reservations.
Establish a culture of teamwork and accountability by actively creating a positive work environment. Regularly acknowledge team member contributions and ensure collaboration.
Lead, train, and mentor a team of spa receptionists, ensuring smooth daily operations and alignment with resort standards.
Serve as a coach and mentor, supporting the ongoing professional development and growth of the spa receptionist team.
Assist with inventory management and ordering needs, ensuring operational efficiency and minimizing disruptions.
Collaborate with the Lead Massage Therapist to oversee service provider schedules and ensure adequate coverage for guest services.
Maintain awareness of upcoming appointments and daily schedules, ensuring open availability and efficient service.
Oversee the accurate scheduling of appointments and customer profile creation in Book4Time, ensuring an exceptional guest experience.
Monitor and assess staff performance, providing guidance, support, and corrective feedback as necessary to promote excellence.
Support spa operations by ensuring the cleanliness of the bridal suite, lounge area, bathrooms, fitness center, and other areas within the department.
Process room charges and credit card transactions for services and retail purchases accurately and efficiently.
Maintain complete knowledge of departmental policies, procedures, and standards, ensuring compliance among all team members.
Ensure proficiency in the use of spa POS and online booking platforms, leading training and maintaining operational efficiency.
Anticipate guests' needs, respond promptly, and ensure all interactions result in positive guest relations, even during busy periods.
Be knowledgeable about all resort services, features, and local attractions to respond accurately to guest inquiries.
Ensure cleanliness, sanitation, and organization of assigned work areas, maintaining high standards of hygiene and professionalism.
Stay aligned with departmental and resort goals, actively contributing to their achievement.
Report defects or operational issues within the spa to management, ensuring timely resolution.
Adhere to all guidelines of the Team Member Handbook, promoting a culture of compliance and professionalism.
Ensure the proper use and maintenance of resort property and equipment, safeguarding assets responsibly.
Perform any additional job-related duties as required or assigned.