Spa/Health Club Receptionist

Four Seasons Hotels and Resorts•Los Angeles, CA

5d•Onsite

About The Position

This role is responsible for coordinating and performing guest arrival, departure, and cashiering tasks in accordance with hotel standards. The Spa/Health Club Receptionist will provide genuine hospitality and recognition in the work area, adhering to hotel credit policies and procedures. A key aspect of the role is maintaining the spa atmosphere through proper music, lighting, temperature, and aroma. The individual will operate available resources, including databases like Book for Time and Lotus Notes, and update guest profiles, preferences, and appointments accurately. They will provide individual assistance and accurate information effectively, anticipate guest needs, and take ownership of guest concerns and requests, acting decisively to ensure satisfaction. The role also involves having a thorough product knowledge for treatments and retail, staying informed of resort events, and upselling resort facilities. Handling unexpected situations and emergencies calmly and intelligently, performing quality checks after guest experiences, and identifying/reporting hazards or maintenance issues are also crucial. The receptionist will handle guest complaints, manage operating supplies inventory, process financial transactions accurately, and follow impeccable telephone etiquette. Ensuring the work area is ready for service and assisting with supply requisitions are also part of the duties. Sensitivity to guest preferences and offering alternatives when requests cannot be met is expected.

Requirements

1-2 years of experience in a luxury hotel or spa setting
Basic understanding of Microsoft applications
Basic understanding of phone etiquette
Basic understanding of Spa Soft systems
Guest focused
Excellent presentation skills
Communication skills both verbal and written

Nice To Haves

Bi-lingual skills preferred

Responsibilities

Coordinates and performs guest arrival, departure and cashiering tasks in accordance with hotel standards
Provides genuine hospitality and recognition in the work area
Adheres to hotel credit policies and procedures
Greets all guests who enter the Spa in a warm and welcoming manner using guest name when known
Maintains spa atmosphere with proper music, lighting, temperature and aroma
Has a thorough understanding of and efficiently operates available resources, including databases such as Book for Time and Lotus Notes
Updates guest profiles, preferences and appointments in Book for Time accurately
Provides individual assistance and accurate information in an effective and timely manner
Offers a special touch when an opportunity is presented
Anticipates guest needs and takes ownership of guest concerns and requests
Acts decisively to ensure guest satisfaction
Reports all glitches to Manager for further follow up
Possesses a high degree of product knowledge for both treatments and retail and relevant technical skills
Stays informed of events in the resort and intuitively recommends and effectively up sells resort facilities in a personalized manner
Handles unexpected situations and emergencies in a composed and intelligent manner and in accordance with hotel policies and procedures
Always perform quality check by asking guest’s feedback after their Spa experience
Identify and report hazards, facility maintenance issues and equipment related problems immediately to manager
Respond properly in any emergency or safety situation
Perform other tasks or projects as assigned by hotel management
Handle guest complaints if possible by taking ownership and notify spa management immediately
Keeps accurate inventory of operating supplies and submits purchase orders to replenish stock in a timely manner
Process all financial transactions for retail, spa treatments through Opera and credit card terminal for accurate billing purposes without causing any delays to guests
Follows impeccable telephone etiquette
Ensures the work area is ready for service
Assists in supplies requisitions according to established procedures
Is highly sensitive to guests preferences and special requests
Offers meaningful alternatives when special requests cannot be met