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Spa Guest Services Coordinator

2 months ago

Newquay, United Kingdom Philema Hospitality Management Enterprise Full time

Philema Hospitality Management Enterprise is a prestigious four-star hotel catering exclusively to adults, offering breathtaking views of Fistral Beach and housing the acclaimed Fistral Spa alongside the distinguished Dune Restaurant.

Employee Benefits:

  • Tronc / Service charge applicable for Food & Beverage Departments.
  • End of Season Bonus – Eligible hourly paid team members will receive a percentage of all hours worked during the specified season.
  • Complimentary off-peak gym & spa membership at Fistral Spa / Gaia Spa.
  • 20% discount on treatments at Fistral Spa & Gaia Spa.
  • 25% discount on food & beverage across the hotels and restaurants.
  • 50% discount on bed & breakfast stays within the hotel group.
  • Friends & Family rates available throughout the group.
  • Access to 360 Wellbeing services.
  • Access to Wagestream for financial flexibility.
  • Length of Service rewards.

Compensation: The starting hourly wage for this position is £11.50. Upon successful completion of the probationary period, the rate will increase to £12 per hour, along with a £50 gift voucher.

Role & Responsibilities:

  • Deliver a consistently high level of friendly and efficient service to all spa clients and visitors.
  • Ensure all client bookings are precise and accurate, contributing to an exceptional client experience.
  • Handle client inquiries through various channels including phone, email, and in-person interactions.
  • Maintain a comprehensive understanding of all products and treatments to address client queries effectively (training will be provided).
  • Achieve and exceed sales targets consistently.
  • Identify and leverage sales opportunities during client interactions.
  • Follow reception procedures as outlined in daily checklists, including the opening and closing of the Spa.
  • Collaborate with Spa therapists to ensure treatment timelines are respected and adjusted as necessary for a seamless client experience.
  • Ensure all equipment is well-maintained and report any issues to the Head Therapist or Spa Manager.
  • Maintain an accurate client database and assist the Spa Manager in utilizing this information to foster client relationships and encourage repeat business.
  • Create and distribute marketing materials as needed.
  • Perform administrative tasks such as filing, daily banking, and inventory management.
  • Complete all necessary paperwork accurately and ensure it is passed to the appropriate therapist prior to treatment delivery.
  • Build rapport with clients and communicate their suggestions to management for continuous improvement.
  • Maintain confidentiality regarding all sensitive information obtained during the course of duties.
  • Exhibit professionalism and integrity in all interactions with guests, colleagues, and external contacts.
  • Adhere to health and safety guidelines to ensure the safety of staff and guests at all times.
  • Be adaptable to the business's demands, including working unsociable hours.
  • Provide flexibility in covering shifts as needed.
  • Perform any additional duties as required.