Job Description

The Spa Receptionist plays a crucial role in providing a warm welcome to clients and ensuring smooth and efficient operations at the front desk. This role involves managing appointments, customer inquiries, billing, and supporting the spa team to deliver a high-quality, relaxing experience for clients. The Receptionist is the first point of contact for guests and is responsible for maintaining a welcoming and professional environment.
This role is ideal for individuals who enjoy working in a customer-focused environment and have a passion for creating a relaxing and welcoming atmosphere.

Key Responsibilities

1. Client Greeting and Assistance:

Greet clients warmly and professionally upon arrival, ensuring a positive first impression. Assist clients with check-ins, inform them about available services, and provide information about spa treatments, promotions, and packages. Confirm and verify client appointments and personal preferences. Direct clients to the appropriate treatment rooms or areas in the spa.

2. Appointment Management:

Manage and update the spa appointment book or booking system, ensuring all reservations are accurately scheduled. Confirm appointments with clients via phone or email as necessary. Handle rescheduling and cancellations, accommodating clients' requests while maximizing appointment availability. Ensure all treatment times are properly allocated and that clients are seen promptly.

3. Phone and Email Communication:

Answer phone calls promptly and professionally, assisting with inquiries, booking appointments, and providing service information. Respond to email inquiries and online booking requests efficiently. Handle any follow-up calls for feedback, reminders, or promotional offers.

4. Billing and Payment Processing:

Process client payments for services and retail products, including cash, credit cards, and other forms of payment. Issue receipts and maintain accurate records of transactions. Manage billing for packages, memberships, or gift certificates, ensuring all charges are accurate and up-to-date.

5. Client Records and Data Management:

Maintain accurate and confidential client records, including contact details, preferences, and any special requests or medical concerns. Ensure all client information is updated in the spa's management system. Assist in managing the spa's membership and loyalty programs.

6. Spa Environment and Cleanliness:

Ensure the reception area and spa are clean, organized, and presentable at all times. Help maintain the ambiance of the spa, including managing music, lighting, and temperature, to enhance the guest experience. Monitor the availability of retail products, towels, magazines, and other supplies for guests.

7. Customer Service and Problem Resolution:

Address client concerns or complaints politely and professionally, ensuring a prompt resolution. Provide a personalized experience by remembering client preferences, names, and special requests when possible. Offer spa promotions, retail products, and upcoming events to clients, encouraging upselling and increasing sales.

Key Skills and Competencies

Customer Service:

Strong ability to engage with clients and ensure an exceptional experience.

Communication:

Excellent verbal and written communication skills for client interaction and internal coordination.

Organization:

Highly organized with the ability to manage multiple appointments, tasks, and client requests efficiently.

Multitasking:

Ability to manage a busy front desk, handle phone calls, and assist clients without losing focus.

Problem-Solving:

Ability to handle client complaints or issues calmly and professionally.

Tech Savvy:

Familiarity with spa management software, booking systems, and general office equipment (phones, fax, computer).

Attention to Detail:

Ensuring all client records, billing, and appointment details are accurate.

Qualifications:

High school diploma or equivalent (a degree in hospitality, tourism, or related field is a plus). Previous experience in customer service, preferably in the spa, wellness, or hospitality industry. Knowledge of spa treatments and services is a plus. Proficiency in using computer systems and office software. Strong organizational and time management skills. Professional and friendly demeanor, with the ability to handle high-pressure situations. Minimum 1-2 years of experience in luxury spa environments in UAE Excellent communication and interpersonal skills
Job Type: Full-time