Spa Receptionist at Accor

The Spa Receptionist is the first point of contact for all guests, offering a warm welcome and ensuring a seamless, luxurious experience from start to finish. This role involves handling guest appointments, providing information about the spa’s exclusive services, and delivering exceptional customer service in a tranquil and upscale setting. The Spa Receptionist will play a key role in maintaining the high standards.

Responsibilities:

Guest Reception:

• Greet and welcome guests with warmth and professionalism upon arrival at the spa.
• Ensure guests are informed about the spa’s services, offerings, and promotions in a friendly and knowledgeable manner.
• Confirm, check-in, and check-out appointments, ensuring accuracy in guest details and booking information.

Appointment Scheduling:

• Efficiently manage reservations, cancellations, and adjustments to bookings, ensuring smooth service flow.
• Answer phone calls, emails, and in-person inquiries, providing expert advice on services, treatments, and availability.
• Coordinate with therapists and spa team members to ensure that services are delivered promptly and to the highest standard.

Customer Service Excellence:

• Provide a personalized experience by addressing guest preferences and special requests.
• Handle any guest concerns or issues, ensuring swift resolution while maintaining the brand’s high service standards.
• Promote spa services, products, and exclusive packages to enhance guest experience and maximize revenue.

Administrative Support:

• Process payments (cash, credit/debit card transactions) and issue receipts accurately.
• Maintain organized records of guest visits, treatment preferences, and feedback.
• Assist with inventory management, ensuring the spa’s products and equipment are well-stocked and presentable.
• Ensure the front desk area is neat, organized, and in line with Banyan Tree’s aesthetic standards.

Spa Environment Maintenance:

• Help create a tranquil, calming atmosphere for all guests by ensuring the spa area is clean, tidy, and well-maintained at all times.
• Monitor guest flow to minimize waiting times and ensure a seamless experience for all visitors.
• Follow all safety and hygiene protocols to maintain a safe and welcoming environment.

Collaboration & Teamwork:

• Work closely with other spa team members and the management team to ensure the smooth operation of daily tasks and guest satisfaction.
• Assist in training new staff and support colleagues as needed to ensure consistency in service delivery.

Other:

• Any other tasks assigned by supervisor / manager.

Qualifications

Experience/Certificates/Education

• 2 years minimum experience in a similar capacity within an ultra-luxury hospitality / spa environment.
• Must possess outstanding Guest services skills, professional presentation and sophisticated communication skills. 
• Proficient in English language (verbal & written), Russian language proficiency is an asset.
• Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective.
• Must be flexible in terms of working hours.
• A hospitality diploma is an asset.
• Computer literacy in Windows, MS Office Suite is recommended.
• Must have the ability to handle cash effectively and accurately.