Job Description

The Spa Receptionist is responsible for the reception area at the spa. Includes the greeting of all guests, answering phone calls, assisting guests with questions regarding spa services and products, booking all appointments, checking the guest into the computer system and charging for services performed. The Spa Receptionist is also responsible for orientating guests to the spa facilities, greeting guests as they enter the facilities, and providing personal guest service. They are responsible for keeping the lounge and locker areas neat, clean and stocked with all amenities. The Spa Receptionist is additionally responsible for the sale and service of all retail products to guests. They are responsible for maintaining the retail area of the spa in a clean and orderly manner. The Spa Receptionist should be knowledgeable of the features and benefits of all retail offerings, product sales and promotions. They must understand how to effectively recommend products to meet the needs of our guests.

Duties 

Embrace and support the Principles of Service of the Westgate Resort.

Embrace and support the service philosophy of Serenity.

Be on time for your shift.

Properly open and close spa each day according to Standard Operating Procedures.

Accurately book, change and cancel spa appointments.

Acknowledge and greet everyone who enters and leaves spa facilities.

Provide detailed descriptions of spa treatments, packages, services, facility features and hours of operation.

Issue spa lockers, robes and sandals to guests and receive keys upon check-out.

Provide orientation tour, explaining spa amenities offered and answering guests questions.

Maintain a safe, clean and well-organized spa environment through consistent monitoring of the lounge and locker areas.

Stock lounge and locker room supplies and amenities and alert Front Desk Supervisor if supplies are low.

Assist with all laundry duties as necessary.

Review and adjust guest appointments and team member schedules as needed.

Utilize spa computers with skill and proficiency.

Maintain a Spa Desk Bank.

Actively promote and provide detailed descriptions of retail products, sales and special promotions.

Assist guests with appropriate retail selections.

Handle product inquiries and returns professionally and courteously, ensuring complete guest satisfaction.

With direction, regularly create and change product displays to promote various products, seasons and holidays.

Contribute to reaching monthly sales goals as outlined by management.

Answer the phone promptly and use the guests name throughout the phone conversation.

Actively promote the spa, as well as programs, promotions and/or discounts available.

Handle guests questions and concerns professionally and courteously.

Provide accurate, appropriate and immediate responses to all requests by guests, ensuring complete guest satisfaction.

Maintain a clean, safe, fully stocked and well organized work area.

Develop ability to work without constant direct supervision and remain at assigned post for extended periods of time.

Maintain a positive attitude and contribute toward a quality work environment.

Regularly attend, participate in and support training and staff meetings for the spa.

Assist in all areas of spa operation as requested by management.

Communicate to management any and all occurrences involving staff or guests in the spa that require attention.

Other duties as assigned.