Job description

SCOPE
To take 100% responsibility to ensure you deliver and exceed the guests’ expectations in accordance with Resense’s spa vision, core values and all related brand standards, procedures and policies.  

OVERALL OBJECTIVES / MAIN RESPONSIBILITIES

• To deliver the whole spa experience to a high standard and ensure the guests’ needs are cared for in alignment with Resense training and all standard operating procedures.  ‘Care for the guests’ from beginning to end.
• To ‘connect’ and communicate with your guests.  Get to know and understand them and record preferences and information as required.
• Go above and beyond to accommodate guests’ needs and requests.
• Greet all clients with name recognition, a welcoming smile and a clear but soft tone of voice.
• To engage directly with the guest, LISTEN and anticipate their needs with genuine and sincere attitude.
• Be fully knowledgeable of Resense Spa treatments, services and products, able to advise guests as to the relevance and suitability of treatments according to the guest’s needs.  
• To consult and advise guests as to a sequence of treatments or a programme in both the spa & fitness.
• To recognize and acknowledge all spa and fitness guests and members, remembering their names and any other relevant details.
• To organize scheduling to maximize use of time and profitability whilst ensuring that the client’s needs are of first importance.
• To co-ordinate guests. Consultation records with the Therapists.
• Respond to guest’s bookings and queries in a professional manner. 
• Promote and up-sell spa services and retail sales.
• Record reservations and manage the appointment schedule ensuring the update and management of client profiles.
• Conduct confirmation calls.
• To be responsible for all billing procedures at the reception desk and the correct reconciliation of funds at the close of each shift and at the end of the day’s work.
• Complete daily opening procedures and check lists per relevant area daily. 
• Ensure the reception area is clean and presentable at all times.
• Coordinate availability of treatments and staff to ensure prompt service according to the relevant skills of the therapists.
• Assist with administration duties such as, purchasing, receiving and inventory reporting.
• To have a professional attitude at all times, particularly with regard to punctuality, appearance and general manner.
• To ensure that all administrative procedures run professionally and prepare daily reports as required.
• To supervise and conduct the safety of users and equipment in the spa and receive training to ensure that all relevant legislation pertaining to the Health and Safety and Health and Hygiene standards are implemented and monitored within the spa.
• To recognize the importance of ‘‘connecting with the guest’ in every aspect of your role.
• Must attend all training courses as deemed necessary by the Spa Manager. 
• To participate in training and personal development programs within the spa..
• To perform any other duties deemed reasonable by Management.
• To be responsible for preparing the reception for the next shift.
• Ensuring all messages have been passed on before leaving and that adequate supplies of all public information material are available.
• Hygiene standards are strictly monitored and followed.
• Quality audit results are 85% and above.
• When all the Spa guests are 100% satisfied with the Spa services.
• Receptionist is the first and last impression of the spa, therefore must be very professional and create an experience for the guests.
• Greets all visitors to the Spa and Wellness Centre in a warm and sincere manner, invites them to sign the consultation form.
• Provides them with assistance such as lockers, towels, bathrobes or information concerning our services and facilities in a prompt and efficient manner.
• For visitors interested in a membership at the Wellness Centre, promotes the services by providing information and offering a tour of our facilities. Assists new members in filling out the membership application form correctly. And indorse to the team.
• Handles all Spa cashier transactions such as Retail, daily Spa revenue or any other fees from guests then issues a receipt. 
• Targets must be reached, a direct responsibility for revenue via upselling, bookings and retail is one of the main focus points.
• At the end of the shift balances the cash register.
• Receives all incoming telephone calls to the Spa according to the hotel standards, provides/receives information, takes appropriate actions such as booking or refers the matter to the relevant persons to handle.  
• Liaises with  therapists in case of bookings and / or cancellations from members / guests.
• Upon visitor’s departure from the Spa and Wellness Centre, thanks them for their visit and invites them to return.
• Daily, Weekly and Monthly reports to be completed with details.
• Makes handover report written and verbal if possible for the receptionist on the next shift.  Before each shift reads handover report.