Full Time SPA and Leisure Receptionist

**Location **: ANA Spa

**Title**:Spa Receptionist

**Role**: Full Time (including weekends)

Reporting to: Hotel General Manager, Spa Manager, Departmental Managers

OVERALL AIM OF THE ROLE
To support the Spa Manager in the daily operations of the spa. This is a crucial role to manage the diary management systems ensuring the effective, efficient and most productive use of spa personnel combined with coordinating Elemis treatments to achieve and if possible, exceed the budgeted treatment sales, whilst providing the highest level of client care. Importance is placed on retail sales and it is key to achieve the retail sales targets set. It may be required to perform Front of House duties in other areas of the hotel as required and flexibility is essential.

**THE BUSINESS**

The spa will form a key part of the hotel offering. This facility will be available to hotel guests and day spa clients and single treatment clients. It is the aim of the owners that the Spa will become the destination hotel of choice in the area providing strong consistent sales revenues.

The spa will have 5 treatment rooms, relaxation area and wet spa facility. Guests will be able to enjoy the spa and the many treatments on offer.

**KEY RESPONSIBILITIES**

Management of the treatment booking and appointment system
- To be fully knowledgeable about the Day Spa treatments and products thus being able to advise clients as to the relevance and suitability of treatments according to the client’s requirements.
- To be up to date with which treatments each therapist is able to provide
- To ensure that the treatments bookings are made in the most effective and productive way possible, whilst taking into account the type of treatment being booked, any link appointments, the most appropriate therapist for the client and treatment, the requirements of the business and required break patterns of the therapist.
- To effectively communicate to clients any such relevant booking and preparatory information to ensure that clients gain maximum benefit from their treatment and visit to the spa.
- To contribute to achieving and exceeding sales targets by link selling and up selling treatments and retail products.
- To regularly update and monitor the booking and appointment system to ensure maximum productivity and the elimination of mistakes which could cause inconvenience and dissatisfaction to both clients and therapists.
- To maintain complete discretion and tact in all communications with clients.

Reception and front of house responsibilities
- When requested, to open or close the spa, conducting all opening and closing operational and security duties as detailed by the Manager.
- To provide a consistently high standard of client care ensuring that clients are always made to feel welcome. This will be achieved by communication by telephone, face to face or in writing.
- To welcome clients to the spa in a professional, business like and friendly manner at all times.
- To act as the main point of communication between the spa team and clients to effect a productive and co-operative business relationship.
- To support the spa team by updating and preparing client records on a daily basis.
- To complete reception administration duties in a timely and effective manner.
- To be available for other reception functions within the hotel
- To ensure that the reception and front of house areas of the spa are always presented at the optimum level of visual excellence and hygiene.
- Carry out all till operational procedures in accordance with Company guidelines
- Carry out basic end of day banking duties, cashing up and change collection.
- Handle any client complaints effectively and promptly.
- Assist with any client or promotional events
- To co-operate with ones colleagues and share knowledge to the benefit of all.
- Understand and abide by Company policies and procedures.
- To ensure Thank you cards are written for every client every day by the therapists. Organising their immediate posting at the end of shift.
- To complete 2 hourly pool tests and walk arounds to make sure health and safety standards are abide to.
- Ensuring that all food and beverage orders are taken and looking after the customer from start to finish for there food and beverage options.

Ethical standards
- To ensure that any advice given to clients regarding their health and wellbeing is done so within the guidelines of our profession. That no medical advice is given that may endanger a client’s wellbeing. That the client is referred to their practitioner for any such advice.
- To not make any false claims about the benefits of a treatment or product that could be misinterpreted by the client and therefore bring the reputation of the spa, treatment, or product into disrepute.
- To refer to/consult with spa management prior to treatment, any known client condition/situation that may cause harm or distress to clients during or following a treatment.
- No personal mobile phones in th