Job Description

Spa Receptionist
(9267)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests' stay to bring their dreams and desires to life. With an atmosphere that's chic but wonderfully unstuffyxe2x84xa2, and a team who are meticulous but warm, we seek to exceed our guests' expectations at every possible turn.

Set in the vibrant heart of Cape Town's waterfront, surrounded by restaurants, shopping, art and entertainment; on the doorstep of Table Mountain; and within easy reach of spectacular beaches, national parks, and winelands; One&Only Cape Town is the ultimate curator of discovery, from active adventures, to mindful moments and exclusive, tailored experiences. The warm South African charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest's every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it's our passion

Job Summary:

To welcome guests and answer all enquiries whilst observing set standards. Have a complete knowledge of the treatments and services offered, and any promotions that may be on offer at the time. To ensure that all operational procedures, codes of conduct and standards of appearance as laid down by the Spa Manager/Head Receptionist, are implemented and adhered to by all reception staff. To organize scheduling and maximize use of time within the diary. The Head Spa Sales & Reservations is responsible for driving the revenue of all business centers in the spa through effective scheduling, yield management and sales. As an Ambassador for the spa this role ensures outstanding five star guest relations, driving and delivering ESPA and Hotel brand standards. Provides support to the Spa Director as a Duty Manager and oversees the personnel management of the Spa Reception Team.

Key Duties and Responsibilities

• To co-ordinate guests consultation records with the Therapists.
• Ensure that all relevant spa staff receives a print out of their daily schedule.
• To adhere to an agreed reporting system on a timely basis.
• To be responsible for all billing procedures at the reception desk and the correct reconciliation of funds at the close of each shift and at the end of the day's work.
• Complete daily opening procedures and check lists per relevant area daily.
• Schedule reservations of Spa services for guests and monitor availability of treatments and staff to ensure prompt service according to the relevant skills of the therapists.
• Assist with administration duties such as, purchasing, receiving and inventory reporting.
• To aim to give the clientele the best possible service, and make the client feel important.
• To show a professional attitude at all times, particularly with regard to punctuality, appearance and general manner.
• To ensure that all administrative procedures run professionally.
• To supervise and conduct the safety of users and equipment in the spa and receive training to ensure that all relevant legislation pertaining to the Health and Safety at Work Law and Health and Hygiene standards are implemented and monitored within the spa.
• To have full retail knowledge of products and prices charged.
• Must attend all training courses as deemed necessary by the Head Receptionist/ Spa Manager.
• To participate in training and personal development programs within the Spa Department.
• To perform any other duties deemed reasonable by Management.
• To be responsible for preparing the reception for the next shift. Ensuring all messages has been passed on before leaving and that adequate supplies of all public information material are available.

Sales & Revenue Management

• Drive revenue of treatments and spa programmes through ensuring effective scheduling and yield management.
• Maximise sales by driving up selling and cross sales by the Reservations Team.
• Strive to exceed personal and team sales targets and objectives as set by the Spa Director/Manager.
• Assist the Treatment Manager where required, to produce monthly statistical reports and KPIs, reviewing with the Spa Director/Manager and ESPA to identify business and revenue opportunities.
• Play an active role in creating new initiatives in retail/booking incentives and cross selling promotions.
• Assist the Treatment Manager where required in calculating team incentives/commissions on a monthly basis, submitting to the Spa Director/Manager for approval.
• Accountable for tracking; monitoring; and developing ESPA Active Retail activity within the team.
• Ensure turn away business and repeat guests are accurately tracked by the Spa Sales & Reservations team through the Spa Software.
• Drive up selling of spa promotions whilst ensuring uptake is recorded.
• Liaise with other hotel departments to maximise revenue opportunities.
• Ensure correct billing procedures and reconciliation of funds on reception at the close of each shift and at the end of the day's work.
• Responsible for maintaining an effective retail stock control system including monthly inventory and placing orders to par level. Monitor theft activity as part of this process.
• Adjust par levels and retail sales focus according to business needs and consumer demand.

Guest Relations

• Be a constant presence at the spa reception taking regular walk rounds of all spa areas, ensuring interaction with guests and members.
• Lead by example by providing a warm welcome to clientele whilst striving to provide outstanding service.
• Conduct spa tours for VIPs, journalists and prospective members. Act as an Ambassador for the spa at all times.
• Deal with any client complaints promptly and effectively, ensuring client satisfaction and revenue is not jeopardised. Record any grievances and follow up accordingly, communicating with the Spa Director/Manager at all times.
• Ensure Spa Sales & Reservationists regularly record guest preferences, accurately updating guest profiles.

Minimum Requirements

• Matric or equivalent
• 1-2 years' experience within a spa or similar role in a 4/5-star property
• Computer literate - Microsoft word, excel and outlook(email)
• Strong interpersonal and organisational skills
• Flexibility to work shifts
• Strong communication skills; written and verbal with telephone etiquette
• Ability to work well under pressure and multitask

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.

Kerzner International