Pool Host

**Role**:Pool Host
**Location**:Seaham Hall, County Durham
**Salary**: £11.00 per hour plus share of service charge (approx. £2k per annum for employees working 40hours a week)
**Hours**:0 - 40 hours (full-time or part-time available), shift pattern will include a variety of shifts between 6.30am and 10pm including weekends & bank holidays.
**Relationships**: Reports to Spa Management
**Our Mission**:‘Create the ultimate in Northern hospitality captivating the most memorable guest experiences. Human Connection, Personal Experience, Brand Evolution and Location pitch us at the top level of personal hospitality’
**Our Motto: ‘**Emotive Hospitality at our Core’

We are looking to grow our team in the spa and are looking for enthusiastic individuals who are positive and pro-active to host the pool area of The Serenity Spa.

You will be responsible for providing an exceptional level of customer care and attention to all guests and delivering a 5* experience to all guests visiting us.

**Our Benefits**
- Full training plan with our product partners Temple Spa & ishga
- Fun and dynamic team environment
- Reward and recognition scheme, including Hospitality Rewards and a share of monthly service charge based on hours worked
- Development and Progression opportunities
- Inclusion in charity events and fundraising
- Workplace wellness programme
- Be part of our Sustainable Team scheme, prioritising people and planet
- Up to 20% team member discount off gift vouchers and spa experiences
- Competitive Salary
- Uniform provided

**The ideal person**
- Must have a natural caring nature and passion to help people
- Attention to detail to ensure the 5-star standard of service is delivered
- Be a team player as well as an individual worker
- To be well presented and represent a high standard of competence at all times
- Must have impeccable time keeping
- Due to location and shifts transport is preferred
- Excellent customer service and communication skills with the team and guests and understand the need for confidentiality

**Responsibilities & Accountabilities**

**Treatments**:

- Ensure maximum levels of poolside cleanliness at all times, with particular focus on the thermal areas, changing rooms and outdoor spaces.
- Proactively approach guests to offer assistance, knowledge and encourage positive guest feedback.
- Assist with opening and or closing of the thermal area.
- Aid and assist in a smooth day to day of the spa operation.
- Provide first aid and poolside assistance as and when required.
- Adhere to company standards and health and safety regulations.
- Flexibility in undertaking other duties as delegated by the Spa Management Team.
- Attend staff meetings, training sessions and promotional events which may require working outside of normal hours.
- Be available to cover other roles within the Spa as and when required.
- Promote positive feedback of guest spa experience.
- Interest in Spa and Wellness, acting as a brand ambassador at all times.

**Training & Development**
- Cross training across spa operations.
- Gain knowledge of food and beverage offerings along with product knowledge.
- First aid training.

**Operations**
- Promote grooming standards, excellent guest relations skills, communication and positive attitude across multitude of departments.
- Excellent knowledge and confidence in dealing with sensitive and challenging situations.
- Eye’s open approach in reporting snagging, repairs and any other concerns.
- Act as a role model at all times, active role in improving department procedures.
- Support FOH during peak periods.
- Support across wider business operation as and when required.
- Keep up to date with spa offerings and industry trends.
- To be involved in external events to the Spa and overall business.
- Adhering to Company Standard Operating Procedure.

**Health & Safety**
- Adhering to Company Standard Operating Procedures and Health and Safety Policy.
- Provide a safe and positive workplace with the wellbeing of team and guests at the forefront
- Adhere to department SOPs in line with standard operating procedure

**Key Competencies**
- Role model within business promoting positivity.
- Must be qualified to carry out treatments to the equivalent of NVQ level 3.
- Full knowledge of guest journey, protocols, products and wider Spa Operation.
- Flexibility to work a variety of shift patterns and high punctuality.
- Minimum of 1 year working experience in a progressive role.
- Excellent time management, flexibility and organisational skills.
- A high standard of personal appearance and presentation is essential at all times, reflecting the brand.

INDFOH