Verbena Spa Receptionist

Proper Hospitality LLC•Austin, TX

About The Position

The Spa Receptionist is responsible for delivering exceptional guest service at the spa front desk. This role involves managing guest check-ins and check-outs, scheduling appointments, answering inquiries, and ensuring the smooth operation of the spa's reception area. The Spa Receptionist plays a key role in creating a welcoming and relaxing atmosphere, assisting guests with their spa needs, and ensuring that all operational procedures are carried out efficiently. The ideal candidate will possess excellent communication skills, a friendly and professional demeanor, and strong organizational abilities.

Requirements

High school diploma or equivalent required.
Excellent customer service skills, with a friendly, professional, and approachable demeanor.
Strong verbal and written communication skills, with the ability to clearly communicate with guests and team members.
Strong organizational skills, with the ability to manage multiple tasks in a busy environment.
Ability to maintain a high level of professionalism, confidentiality, and discretion when handling guest information.
Ability to work well under pressure and manage guest needs efficiently.
Proficiency in basic computer skills, including Microsoft Office Suite and spa management software (experience with scheduling or POS systems is a plus).
Ability to maintain a calm and positive demeanor even in busy or stressful situations.
Ability to stand or sit for extended periods of time.
Ability to handle light lifting, such as carrying office supplies, brochures, or promotional materials (up to 20 pounds).
Ability to work in a fast-paced, high-pressure environment.
Occasional flexibility in hours, including evenings, weekends, and holidays, depending on the spa’s schedule.

Nice To Haves

Previous experience in a customer service or hospitality role preferred, ideally within a spa or wellness setting.
Basic knowledge of spa treatments, services, and wellness practices is a plus, but not required (training will be provided).
Experience using booking systems or point-of-sale (POS) systems is preferred.

Responsibilities

Greet all guests warmly upon arrival and provide a smooth check-in process, ensuring a positive first impression.
Check in guests for their appointments, providing them with necessary information about treatments, timing, and amenities.
Ensure that guests' preferences and any special requests are recorded and communicated to relevant team members.
Manage guest check-out, ensuring accurate billing for treatments, products, and services.
Provide assistance with any guest inquiries or concerns, ensuring that all issues are addressed in a professional and timely manner.
Schedule and confirm spa appointments in the booking system, ensuring optimal use of available treatments and therapist time.
Handle changes to appointments, including cancellations, rescheduling, and last-minute requests, ensuring minimal disruption to the daily operations.
Provide guests with detailed information about spa services, treatment options, pricing, and availability.
Ensure that all appointments are confirmed and communicated to guests in advance, providing excellent customer service at every step.
Provide guests with accurate and clear information regarding available treatments, products, and spa services.
Assist guests in selecting appropriate services or packages based on their needs and preferences.
Inform guests about current promotions, discounts, or special offers available within the spa.
Upsell additional services or products, such as upgrades, add-on treatments, or retail products, to enhance the guest experience.
Maintain an organized and clean reception area, ensuring that it is always tidy and welcoming.
Ensure that all guest information, reservations, and payments are accurately entered into the spa management system.
Handle payments, including cash, credit cards, and other transactions, and provide receipts.
Assist with inventory management, tracking retail products and spa supplies, and alerting management of any low stock levels.
Support the team in managing opening and closing procedures for the spa, including securing payment systems, locking up sensitive materials, and ensuring the area is prepared for the next day.
Ensure guests feel relaxed and welcome from check-in to check-out, providing a high level of comfort and satisfaction.
Offer guests refreshments and ensure they are comfortable while waiting for their treatment.
Escort guests to treatment rooms when needed, and provide a brief orientation to spa amenities, including lockers and relaxation areas.
Follow up with guests after their treatment to ensure satisfaction and gather any feedback.
Ensure that spa reception areas are consistently maintained to the highest levels of cleanliness and hygiene.
Follow all health, safety, and sanitation protocols, ensuring guest safety and wellness at all times.
Assist in maintaining compliance with spa policies and procedures, particularly regarding guest confidentiality and data protection.
Assist spa therapists and other team members in coordinating the day-to-day operations of the spa.
Collaborate with the spa team to ensure smooth transitions between appointments and effective communication regarding guest needs.
Provide support to spa management by assisting with administrative tasks such as filing, maintaining records, and ensuring smooth operations.
Actively contribute to team meetings and be involved in problem-solving and providing feedback for service improvement.