Spa Receptionist

Job Description

Overview

The Receptionist is the first point of contact for guests and is responsible for maintaining a welcoming and professional environment.

This role is ideal for individuals who enjoy working in a customer-focused environment and have a passion for creating a relaxing and welcoming atmosphere. The Spa Receptionist plays a vital role in ensuring smooth operations and delivering an exceptional spa experience for every guest.

• Client Greeting and Assistance:
• Greet clients warmly and professionally upon arrival, ensuring a positive first impression.
• Assist clients with check-ins, inform them about available services, and provide information about spa treatments, promotions, and packages.
• Confirm and verify client appointments and personal preferences.
• Direct clients to the appropriate treatment rooms or areas in the spa.
• Appointment Management:
• Manage and update the spa appointment book or booking system, ensuring all reservations are accurately scheduled.
• Confirm appointments with clients via phone or email as necessary.
• Handle rescheduling and cancellations, accommodating clients requests while maximizing appointment availability.
• Ensure all treatment times are properly allocated and that clients are seen promptly.
• Phone and Email Communication:
• Answer phone calls promptly and professionally, assisting with inquiries, booking appointments, and providing service information.
• Respond to email inquiries and online booking requests efficiently.
• Handle any follow-up calls for feedback, reminders, or promotional offers.
• Billing and Payment Processing:
• Process client payments for services and retail products, including cash, credit cards, and other forms of payment.
• Issue receipts and maintain accurate records of transactions.
• Manage billing for packages, memberships, or gift certificates, ensuring all charges are accurate and up-to-date.
• Client Records and Data Management:
• Maintain accurate and confidential client records, including contact details, preferences, and any special requests or medical concerns.
• Ensure all client information is updated in the spas management system.
• Assist in managing the spas membership and loyalty programs.
• Spa Environment and Cleanliness:
• Ensure the reception area and spa are clean, organized, and presentable at all times.
• Help maintain the ambiance of the spa, including managing music, lighting, and temperature, to enhance the guest experience.
• Monitor the availability of retail products, towels, magazines, and other supplies for guests.
• Customer Service and Problem Resolution:
• Address client concerns or complaints politely and professionally, ensuring a prompt resolution.
• Provide a personalized experience by remembering client preferences, names, and special requests when possible.
• Offer spa promotions, retail products, and upcoming events to clients, encouraging upselling and increasing sales.

• Customer Service: Strong ability to engage with clients and ensure an exceptional experience.
• Communication: Excellent verbal and written communication skills for client interaction and internal coordination.
• Organization: Highly organized with the ability to manage multiple appointments, tasks, and client requests efficiently.
• Multitasking: Ability to manage a busy front desk, handle phone calls, and assist clients without losing focus.
• Problem-Solving: Ability to handle client complaints or issues calmly and professionally.
• Tech Savvy: Familiarity with spa management software, booking systems, and general office equipment (phones, fax, computer).
• Attention to Detail: Ensuring all client records, billing, and appointment details are accurate.

• High school diploma or equivalent (a degree in hospitality, tourism, or related field is a plus).
• Previous experience in customer service, preferably in the spa, wellness, or hospitality industry.
• Knowledge of spa treatments and services is a plus.
• Proficiency in using computer systems and office software.
• Strong organizational and time management skills.
• Professional and friendly demeanor, with the ability to handle high-pressure situations.
• Minimum 1-2 years of experience in luxury spa environments in UAE
• Excellent communication and interpersonal skills