Senior SPA Receptionist

**Job Overview**:
Seeking a highly skilled and experienced Senior Spa Receptionist to join our team. As the first point of contact for guests, the Senior Spa Receptionist plays a crucial role in delivering exceptional customer service and creating a positive impression of our spa. This individual will oversee the daily operations of the spa reception area, ensuring a smooth and efficient experience for both clients and staff.

The role will be to cover 2 days permanent reception shifts (Wednesday & Saturdays) plus 3 days administrative work/reception cover work.

**Responsibilities**:
**Client Services**:

- Greet and welcome clients in a friendly and professional manner.
- Manage appointment bookings, cancellations, and rescheduling efficiently.
- Provide accurate information about spa services, packages, and promotions.
- Handle client inquiries, complaints, and feedback with tact and empathy.

**Administrative Duties**:

- Maintain a well-organised and tidy reception area.
- Manage the spa's phone system, routing calls to the appropriate department.
- Handle cash and electronic payments, issuing receipts and maintaining accurate transaction records.
- Coordinate with other departments to ensure seamless communication and service delivery.

**Facility Maintenance**:

- Oversee the cleanliness and organisation of spa facilities, including gym, pool areas and changing rooms.
- Coordinate with maintenance staff to ensure proper functioning of equipment and facilities.
- Report any maintenance issues promptly.

**Team Leadership**:

- Supervise and train all reception staff.
- Create and maintain the reception staff rota, ensuring adequate coverage during peak times.
- Provide guidance and support to reception staff in handling client interactions and challenging situations.

**Appointment Management**:

- Coordinate and manage spa appointments, ensuring optimal scheduling for therapists and clients.
- Maintain an organised booking system and update appointment calendars.
- Monitor and manage walk-in clients, balancing their needs with existing appointments.

**Sales and Upselling**:

- Promote spa services, packages, and retail products to clients.
- Actively contribute to achieving sales targets by upselling and cross-selling.
- Keep informed about spa offerings to provide accurate and enticing recommendations to clients.

**Communication**:

- Communicate effectively with spa staff to relay important information about client preferences, requests, and special considerations.
- Collaborate with other departments to ensure a cohesive and integrated approach to customer service.

**Requirements**:

- Proven experience as a Spa Receptionist or in a similar customer service role within the spa or hospitality industry.
- Excellent communication and interpersonal skills.
- Strong organisational and multitasking abilities.
- Proficient in using spa management software and standard office software.
- Knowledge of spa services, treatments, and products.
- Leadership experience is a plus.

**Further duties include**:

- Take ownership of the Reception Area and lead the team of receptionists.
- It is expected that as a senior member of the Spa team you will act as a role model to any new members of staff and help with any queries that they have.
- Train all new staff in how to upsell our range of temple spa products
- Responsible for the cleanliness of the reception area by leading the team of receptionists to perform their duties.
- Oversee the cleanliness of the Health Club
- Perform admin tasks as requested by the Leisure Manager which may include golf membership admin.
- Participate in and promote marketing activities including sales and promotions of products and services within The Dartmouth Spa to stimulate sales and customers and provide training to all when required.
- To communicate well with other managers and staff and assist the Leisure manager with any reasonable request.
- To perform any additional tasks pertinent to the operation as requested by the Leisure Manager.

**Salary**: £12.00 per hour

Expected hours: No less than 30 per week

**Benefits**:

- Discounted or free food
- Employee discount
- Free parking
- Gym membership
- On-site gym
- On-site parking
- Store discount

Supplemental pay types:

- Commission pay

Ability to commute/relocate:

- Totnes: reliably commute or plan to relocate before starting work (required)

Work Location: In person