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Spa Host

2 months ago

Oswestry, Shropshire, United Kingdom LQ Resorts Full time
Job Opportunity

Primary Job Purpose:

We are seeking a highly skilled and enthusiastic Spa Host to join our team at LQ Resorts. The successful candidate will be responsible for providing exceptional customer service and ensuring that our guests have a memorable and relaxing experience in our luxurious spa facilities.

About The Role

Key Responsibilities:

  • Meet and greet our spa guests, ensuring their needs are catered for from arrival to departure.

  • Accurately complete all reception and booking documentation, and operate the spa computer systems with competence.

  • Take reservations and enter bookings on the system, ensuring seamless communication with our guests.

  • Follow procedures for cash handling and banking, maintaining a high level of accuracy and attention to detail.

  • Maintain, develop, and monitor the client database, ensuring that our guests' preferences and needs are recorded and acted upon.

  • Ensure phones are answered in a timely, efficient, and friendly manner, providing exceptional customer service at all times.

  • Ensure all check-in and out procedures are followed for all spa guests, providing a warm and welcoming orientation of the facilities.

  • Provide refreshments to all guests throughout their time in the spa, ensuring that their needs are met and exceeded.

  • Provide and maintain first-class customer service, responding to guest queries and concerns in a professional and courteous manner.

  • Maintain exemplary standards of personal appearance and uniform, reflecting the high standards of LQ Resorts.

  • Prepare and deliver non-therapist treatments, ensuring that our guests receive the highest level of service and satisfaction.

  • Maintain immaculate presentation and cleanliness of all public spaces, ensuring that our facilities are always presented in a clean and welcoming manner.

  • Be proactive in retail sales and upsell products and treatments, ensuring that our guests are aware of and take advantage of our offers and promotions.

  • Demonstrate exceptional product and service knowledge, ensuring that our guests receive the highest level of service and satisfaction.

  • Maintain adequate provision of towels, robes, and slippers in the spa changing facilities, and ensure that all used item bins are emptied regularly.

  • Ensure all customer feedback is directed to the appropriate person for resolution, maintaining a high level of customer satisfaction and loyalty.

  • Take payments for any retail products and refreshments bought by guests, ensuring that all transactions are accurate and secure.

  • Follow all company policies and procedures outlined in the Employee Handbook, including any department-specific procedures.

  • Be aware of and follow all Health and Safety procedures at all times, ensuring the safety and well-being of our guests and staff.


Key Skills:

Essential

  • Excellent time management with great attention to detail and highly organized.

  • Excellent communication both face-to-face and over the phone.

  • Reliable and able to work under pressure and follow instruction.

  • Flexible approach to work.

  • Thrives on providing excellent Customer Service.

  • Polite, welcoming, and informative.

  • Confident and approachable with a high standard of personal appearance.

  • Respectful and helpful.

  • Calm and resilient.

  • Takes pride in work.


Desirable

  • Thrives on routine daily tasks.

  • Able to up-sell customers to other products and services.

  • Experience of selling products and services.

  • Experience of working in a Spa or hospitality industry.

Our Values

We are committed to creating a team that is enthusiastic, consistent, and committed to delivering exceptional customer service. We believe in creating an open, honest, and supportive culture, where our team members feel valued and empowered to make a difference.

Our Benefits

We offer a range of benefits to our team members, including:

  • Discounts across the resort, including family and friends.

  • Free onsite parking.

  • Free staff meal while on shift.

  • Uniform provided (if required for role).

  • Progression and career development opportunities.

  • Pension Scheme.

  • Free use of gym and pool.

  • Access to wellness programs.

  • Share of resort service charges on a monthly basis.

  • Extra day holiday after 2 years.