Spa Receptionist

We are seeking an exceptional Spa Receptionist to join the team at a Healing Earth Spa at a prestigious luxury property in the Cape Winelands. This is an exciting opportunity for a dynamic, experienced individual with a proven track record in high-end spa environment to contribute to the continued success of a world-class wellness operation.

The Spa Receptionist supports the Spa Management in working to achieve the strategic direction and goals of the Spa operations. The role applies to both the skills and professional behaviour that enable the Spa operations to provide guests with outstanding service. The role of the Spa Receptionist is to ensure that the desired standards are implemented correctly and consistently while handling all guests in a professional, courteous manner and serve as the facility's first impression to guests and members. The Spa Receptionist is responsible for the overall operation of the reception area, telephones and hosting and will always provide efficient and courteous service to guests. Reporting to Spa Manager.

Key Duties & Responsibilities

• Arrive for duty punctually and maintain company grooming, presentation and uniform standards at all times.
• Assist with the daily opening and closing procedures of the spa, ensuring all reception and guest areas are prepared for service.
• Manage the main reception desk and serve as the primary point of contact for all guests, members and enquiries.
• Welcome, check in and check out guests professionally and efficiently, creating a positive first impression and seamless guest experience.
• Guide and escort guests throughout their spa journey, including facility orientations, changing areas, wellness facilities and treatment experiences where required.
• Conduct spa and wellness facility tours for guests and prospective clients.
• Handle all telephone, email and online enquiries promptly and professionally, ensuring all guest communications are responded to within established service standards.
• Manage spa reservations, treatment bookings, appointment scheduling, confirmations, amendments and cancellations.
• Maintain a thorough knowledge of spa treatments, wellness facilities, experiences, packages and retail products to confidently assist guests and provide recommendations.
• Support retail sales, treatment recommendations and booking optimisation to maximise guest satisfaction, occupancy and revenue opportunities.
• Process payments accurately using approved payment methods and manage point-of-sale transactions in accordance with company procedures.
• Complete daily revenue reports, cash-ups, reconciliations and administrative reporting accurately and within required deadlines, ensuring relevant information is communicated to management.
• Maintain accurate guest records, consultation forms, booking information and databases in a professional, organised and confidential manner.
• Prepare detailed shift handovers and communicate guest feedback, operational updates and service concerns to management.
• Monitor guest flow and facility access to ensure the smooth operation, security and integrity of the spa, and that only authorised guests and members access designated areas.
• Assist with general administrative duties and operational tasks as required to support the efficient day-to-day running of the spa.
• Support the Spa Manager and wider wellness team in delivering exceptional guest experiences and maintaining the highest standards of service excellence.

Administrative Duties

• Adherence to all Spa Standard Operating Procedures
• Maintain accurate guest records as required by Spa Management
• Maintain inventory of supplies for the operation of the treatment rooms.
• Attend departmental communication briefings and meetings.
• Report any stock purchase requests to Spa Manager

Financial Focus

• Know and understand Spa KPI targets laid out by Spa Management
• Maintain facility in peak condition at all times while adhering to all aspects of the operations budget
• Ensure efficient billing of service to Guests.
• Up & Cross-sell products, services, and packages available to improve guest experiences and support financial targets laid out by Company
• Support cost saving initiatives to reduce costs and expenses

Colleague Relations

• Ensure Spa department maintains a positive relationship with all departments in the hotel.
• Ensure to be trained in all facility operations and procedures.
• Have a complete understanding of and adhere to the spa's policy relating to safety.
• Ensure Colleagues adhere to all spa standards as stated in the Spa Standard Operating Procedures manual

Guest Focus

• Ensure the facility is in peak condition at all times (operations and cleanliness).
• Ensure Guest satisfaction at all times by ensuring that safety and service is always a first priority.

Health and Safety

• Follow and ensure that Colleagues follow all safety procedures and practices.
• Adherence to departmental emergency procedures/safety requirements from hotel
• Maintain equipment for aesthetics and personal equipment in safe and sanitary condition.

Personal Attributes

• Contribute to a healthy Team Culture and display team work consistently
• Committed to providing exceptional levels of service to others and models these skills
• Work effectively when under pressure and within a fast-paced work environment
• Demonstrate a flexible approach to getting work done, adjusting to change as required by business demand
• Demonstrate a positive outlook in most challenging situations and circumstances
• Emotionally stable, even tempered, and calm when faced with challenges
• Ability to adhere to Grooming Standards laid out in company guidelines and department specific

Requirements

• Previous experience in a luxury spa, wellness, hospitality or reception environment
• Excellent verbal and written communication skills
• Strong administrative and organisational abilities
• Professional presentation and attention to detail
• Ability to multitask in a fast-paced environment while remaining calm and guest-focused
• Proficiency in Microsoft Office and booking or reservation systems
• Flexible and willing to work weekends, public holidays and shifts as required

To Apply

If you meet the above criteria and are ready to make an immediate impact in a prestigious spa environment, we would love to hear from you.

Please send your CV, a motivational cover letter, and at least three contactable references to:

***email_hidden*** / [email protected]

Only applicants with the relevant international qualifications and the required experience in luxury spa management will be considered.