Spa Receptionist

FAENA•Miami Beach, FL

13d

About The Position

Spa Receptionists maximize spa revenue through effective scheduling, yield management, and sales while serving as the spa’s first point of contact. They deliver outstanding five-star guest relations and uphold hotel standards at Spa Reception. The role includes managing appointments, billing and guest information; explaining treatments, products, facilities, and promotions; and coordinating with colleagues and other hotel departments to meet guest needs. Receptionists maintain the reception area and support other spa departments, including reception and spa attendant duties, as required.

Requirements

Ability to remain standing in a stationary position for eight or more hours during a work shift.
Ability to communicate satisfactorily with guests, management, and coworkers.
Ability to grasp, lift, push, or otherwise move objects, and exert physical effort to transport 40 to 60 pounds.
Ability to move safely on uneven terrain or in confined spaces.
Ability to see and respond to dangerous situations.
Mobility, senses of smell, taste, touch, and sound, eye-hand coordination, and manual dexterity.
Ability to reach six inches/feet.

Responsibilities

Maximize treatment and program revenue through effective scheduling, yield management, and cross-selling.
Contribute to team targets and pursue personal targets and goals set by the Spa Management team.
Maintain knowledge of treatments and retail products, accurately explaining benefits and prices.
Promote current spa promotions and packages.
Recommend products and consult with guests to support sales based on therapists’ recommendations.
Encourage repeat visits by recommending ongoing treatment programs and inviting guests to rebook.
Handle reception billing and reconcile funds at the close of each shift and the end of the day.
Maintain the highest standard of guest service and act as an ambassador for the spa.
Conduct spa tours for guests, VIPs, and prospective members, explaining facilities, benefits, usage instructions, and health and safety information.
Record guest preferences, update guest profiles, and communicate relevant information to colleagues while maintaining confidentiality, including of personal data and medical details.
Report guest complaints to the Spa Manager for prompt handling.
Schedule appointments to make effective use of time and maximize profitability while prioritizing client needs.
Collect and accurately record guest information, including contact and credit card details and requests or preferences; prepare guest correspondence and administration to brand standards.
Respond promptly and efficiently to guest enquiries and answer telephones within three rings in a professional manner.
Maintain the cleanliness, presentation, and organization of the reception area and ensure public information materials are available and in immaculate condition.
Record and track turned-away business and repeat guests through Spa Soft.
Prepare the reception area for the next shift, communicate messages, and complete a detailed handover.
Liaise with other hotel departments to communicate and meet guest needs, and maintain knowledge of the hotel and its facilities.
Take day-to-day responsibility for equipment, products, cleanliness, and hygiene in reception and other spa areas.
Maintain appearance and personal hygiene standards set by the Spa Director or Manager, and be punctual and prepared before treatments.
Support spa departments, including covering reception and spa attendant duties as required.
Complete training set by the Spa Supervisor and attend required training courses.