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Spa Customer Service Advisor
3 months ago
Reference Number:
WV137
Closing Date: 14th May 2024
Hours: 22.33 hours
Rate of Pay:
Competitive
CVLife are looking for an amazing customer focused individual to join our dynamic team as a Spa Customer Service Advisor at our award-winning Mana Spa at The Wave Destination Venue in Coventry.
Within this position you will be the first port of call for many of our customers and as such it is imperative that you are visible, polite, approachable and most importantly self-motivated to create a brilliant first impression of our business while building a rapport with our customers.
Role and Responsibilities:
- Have strong interpersonal skills, both face to face, written and on the telephone.
- Good problemsolving skills, use of initiative, being proactive and have a good attention to detail.
- Good product knowledge of treatments and services available including any promotions on offer.
- Ensuring bookings are made to maximize the business and aiming to provide all guests with the best possible service and a memorable experience.
- Computer literate but training on our systems will be given.
Working pattern is based on a 3 week rota:
Week 1:
Wed, Thurs, Fri 14:00-21:00
Week 2:
Wed 14:00-21:00 Sat & Sun 9-18:00
Week 3:
Mon, Tues, Wed 14:00-21:00
Reporting to:
Spa Manager**
Scope:Coventry Sports Foundation and Culture Coventry Trust are operating as CV Life, so that the scope of this Job Description as a CV Life document extends to cover the employment of employment contracts held with either Coventry Sports Foundation or Culture Coventry Trust.
Overall purpose and objective of the role:
Main duties of the role:
- To work in a front facing customer role, maintaining a professional manner at all times promoting exceptional customer service standards.
- Maintaining a proactive attitude in promoting the venue to all visitors, including contacting visitors when required in advance of their visit.
- Building excellent product, service and company knowledge, to assist visitors with enquiries and promoting, upselling and crossselling to all customers.
- Dealing with any visitor issues or complaints in a professional, caring and understanding manner, using initiative to resolve situations at the time and referring as appropriate in accordance with the Company's Complaints procedure.
- Maintaining the Reception area, ensuring it is presented to a high standard at all times, Keeping it free of clutter, maintaining adequate levels of leaflets and ensuring that in any information being displayed is up to date and in accordance with Company marketing standards.
- To be responsible for the confidentiality of your personal login details to the till system, the security of your takings and the accurate recording of payments etc.
- Responsibility for cashing up and reconciling your till at the end of every shift.
- Ensuring all paperwork and documentation is processed in accordance with Company procedures and is not left in unattended in public places.
- Ensure hand over of duties is communicated effectively to colleagues.
- Ensuring Contractors and visitors for meetings etc, adhere to the procedures for signing in and out of the premises, following Safeguarding and Health & Safety protocols.
- Actively promoting future events and membership offers, ensuring you are aware of offers that are available to them.
- Process bookings in accordance with Company procedures adhering to capacity levels as required.
- To alert all Centre staff to the required location in the event of an emergency or alarm sounding in accordance with Company procedures.
- Preparing guest schedules for the next day's arrivals, making sure the treatments booked are accurate and booked in a suitable time frame.
- Having knowledge of the type of treatments available and be able to give advice on treatment procedures and contraindications. Use initiative when dealing with guests who have contraindications to find suitable alternatives.
- Drive desk sales and achieve targets for promotions and treatment launches.
This job description is neither exhaustive nor exclusive and may be reviewed and updated depending upon operational requirements and staffing levels.
Responsibilities for all employees:
- To embrace and lead by example on the Company's key values of PRIDE, PASSION and PERFORMANCE or those that might at any time be subsequently redefined.
- To undertake all duties and fully comply with all of the Company's general standards and those relating to the specific requirements of the role.
- To carry out tasks at a range of sites that are either operated or managed by the Companies / Trusts or where services are delivered by the Companies / Trusts
- To be involved in any aspects or opportunities for sharing of good practice, expertise and responsibilities
