Duties and Responsibilities:

• Welcome guests and answer all enquiries observing set standards in a professional manner representing the high standards of the Spa.
• Answer the phone as per standard policy and to respond to guest queries in an efficient and professional manner.
• Follow reception opening and closing procedures.
• Maintain a complete knowledge of the treatments, products and special services/ promotions that may be offered at the time.
• Ensure client consultation records (release forms) are completed in order to allow therapist to conduct a thorough screening prior to commencing the treatment.
• Coordinate all relevant information to the booking schedule in a well-organized manner to maximize treatment revenue and guest satisfaction.
• Have full retail knowledge and the prices charged.
• Maintain the cleanliness and hygiene of the Reception desk and Reception Retail Area.
• Keep proper filing of all information required.
• Responsible for all billing procedures at the Reception desk and the correct reconciliation of funds at the closing of each shift and at the end of the day.
• Assist the guests in changing rooms, when necessary.
• Ensure accuracy in all matters of logged information and liaise with Line Manager so that all appointments are dealt with efficiency.
• Assist with administrational duties such as purchasing, receiving and inventory reporting.
• Participate in outside spa promotions to secure the spa with the revenue needed on a daily/monthly basis.
• Coordinate therapists and other associates as per booking sheet appointments.
• Maintain adequate stock supplies for the Reception and coordinate with Spa/Salon.
• Assist guests with information related to good products and maintain service knowledge of products.

Qualifications:

Education & Experience:

• High school diploma or equivalent; diploma or certification in hospitality, wellness, or a related field is a plus.

• Minimum 1–2 years of experience in a customer service or front desk role, preferably in a hotel, spa, or wellness center.

• Previous experience using booking/reservation software or spa management systems is an advantage.

Skills & Competencies:

• Excellent communication and interpersonal skills with a friendly, professional demeanor.

• Strong organizational and time management skills.

• Attention to detail and accuracy, especially in appointment scheduling and billing procedures.

• Good knowledge of spa treatments, wellness products, and guest service standards.

• Ability to multitask and handle guest requests efficiently in a fast-paced environment.

• Strong sales and upselling abilities for spa services and retail products.

• Comfortable handling cash and performing basic accounting/reconciliation duties.