Spa Receptionist

JOB SUMMARY

Reporting to the Spa Management the successful candidate will be required manage the front desk / reception area. Perform and offer guests a wide range of Beauty Body Skin Therapy and treatments whilst maintaining the quality and standards of the Westin Cape Town Hotel in accordance with Marriott International Policies and Procedures within a pressurized environment.

CANDIDATE PROFILE

Education and Experience

• Recognised or relevant qualification in Body Skincare and Beauty Therapy and treatment.
• At least 2 years experience in a similar role i.e Receptionist within a 4 or 5-star Spa environment
• At least 2 years experience as a therapist.
• Strong planning and administrative and organizing skills
• Proficient in MS Office and Spa booking systems
• Professional Disposition
• Professional telephone communication and email etiquette
• Problem solving decision making and conflict resolutions skills
• People centric with a strong focus on the Guest experience
• Ability to work within a pressurized environment
• Ability to use Initiative and be proactive and self-driven
• Ability to work without supervision and within a team
• Attention to detail pertaining to area of responsibility
• Required to work rostered shifts and irregular hours as per operational requirements
• Flexible working hours as well as available to work weekends Public holidays opening and closing shifts when rostered as per operational requirements

CRITICAL WORK ACTIVITIES

• Adherence to Spa opening and closing procedures
• Ensure the front desk environment is kept neat and tidy at all times
• Oversee arrival and departure of guests and access control
• Ensure that the standards of service excellence and guest satisfaction are maintained.
• Maintain a neat clean and well-groomed appearance as per company standards
• Assist with Spa treatments as and when required
• Maintain a float and make a deposit and accurate report of receipts daily
• Control of cash and daily reconciliations
• Assist in the marketing of the spa revenue generation as well as retail Spa products as required
• Effectively maintain the booking system
• Assist with Stock checks as and when required
• Report professional stock par levels timeously
• Manage stock levels and administer utilization thereof
• Liaison with housekeeping team with regards to Spa amenities as required
• Initiate and place amenities orders as and when required
• Complete required administrative tasks
• Assist with efficient booking/upselling
• Possibly be required to do spa treatments if operations required to do so.
• Providing nail care services and treatments to clients including manicures and pedicures and Gel nail therapy
• Adherence to health and safety as well as COVID protocols within the work environment and at work stations
• Maintain a neat clean and well-groomed appearance as per company standards
• Maintain a neat clean and well-groomed appearance as per company standards
• Maintain strict hygiene standards as set out by management
• Ensure workstations are kept neat and tidy before and after treatments
• Perform other duties as and when required

Safety and Security

Follow property specific procedures for handling emergency situations (e.g. evacuations medical emergencies natural

disasters).

Maintain awareness of undesirable persons on property premises.

Report work related accidents or other injuries immediately upon occurrence to manager/supervisor.

Follow company and department safety and security policies and procedures to ensure a clean safe and secure

environment.

Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety

personnel.

Policies and Procedures

Protect the privacy and security of guests and coworkers.

Maintain confidentiality of proprietary materials and information.

Follow company and department policies and procedures.

Ensure uniform nametags and personal appearance are clean hygienic professional and in compliance with company

policies and procedures.

Protect company tools equipment machines or other assets in accordance with company policies and procedures.

Perform other reasonable job duties as requested by Supervisors.

Guest Relations

Welcome and acknowledge each and every guest with a smile eye contact and a friendly verbal greeting using the

guests name when possible.

Address guests service needs in a professional positive and timely manner.

Engage guests in conversation regarding their stay property services and area attractions/offerings.

Actively listen and respond positively to guest questions concerns and requests using brand or property specific process

(e.g. LEARN PLEASED Guest Response LEAP MYSTIQUE) to resolve issues delight and build trust.

Thank guests with genuine appreciation and provide a fond farewell.

Assist other employees to ensure proper coverage and prompt guest service.

Anticipate guests service needs including asking questions of guests to better understand their needs and

watching/listening to guest preferences and acting on them whenever possible.

Provide assistance to individuals with disabilities including assisting visually hearing or physically-impaired individuals

within guidelines (e.g. escorting them when requested using words to explain actions writing directions on paper

moving objects out of the way or offering access to Braille or TDD phones).

Communication

Speak to guests and co-workers using clear appropriate and professional language.

Answer telephones using appropriate etiquette including answering the phone within 3 rings answering with a smile in

ones voice using the callers name transferring calls to appropriate person/department requesting permission before

placing the caller on hold taking and relaying messages and allowing the caller to end the call.

Discuss work topics activities or problems with coworkers supervisors or managers discreetly and quietly avoiding

public areas of the property.

Provide assistance to coworkers ensuring they understand their tasks.

Talk with and listen to other employees to effectively exchange information.

Exchange information with other employees using electronic devices (e.g. pagers and two-way radios email).

Working with Others

Support all co-workers and treat them with dignity and respect.

Develop and maintain positive and productive working relationships with other employees and departments.

Handle sensitive issues with employees and/or guests with tact respect diplomacy and confidentiality.

Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

Comply with quality assurance expectations and standards.

Physical Tasks

Stand sit or walk for an extended period of time or for an entire work shift.

Enter and locate work-related information using computers and/or point of sale systems.

Move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance.

Check-in/Check-out

Process all guest check-ins by confirming reservations in computer system (e.g. Fidelio PMS FOSSE OPERA)

verifying guest identity requesting form of payment assigning room and issuing room key in accordance with

property policies and procedures.

Secure valid form of payment (e.g. credit card cash) prior to issuing room key.

Set up accurate accounts for each guest upon check-in according to their requirements (i.e. sharewiths separate

room/tax/incidentals comp).

Activate room keys using electronic key machine (e.g. Saflok) and reissue new room keys to guests as necessary (e.g.

lost key) by verifying guest identity and using electronic key machine.

Assign room according to guest request and preferences whenever possible.

Verify and adjust billing for guests.

Process all check-outs including express check-outs resolving any late and disputed charges settling account retrieving

room key and requesting comments on guests stay.

Advise guest of any messages (e.g. voicemail mail faxes) received for them and send to room if required.

Accommodate requests for room changes when possible.

File guest paperwork or documentation.

Pre-register designated guests and prepare key packets.

Ensure rates match market codes and that any exceptions are documented and include an explanation.

Sell a room/accommodation to guests without reservations based on availability.

Communicate to appropriate staff that there are guests that are waiting for an available room.

Review requests for late check-outs and approve according to occupancy.

Keep track of changes in room status (e.g. early check-out late check-out room transfer unexpected stay over) for

Housekeeping.

Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.

Obtain and verify proper tax-exempt information for tax-exempt guests.

Reservations/Blocking Rooms

Confirm reservations and cancellations.

Communications

Instruct guests on how to access the internet (e.g. dial-up broadband wireless).

Reports/Recordkeeping

Run daily reports (number of arrivals departures) identify any special requests and check reports for accuracy.

Complete designated cashier and closing reports in the computer system.

Run credit card authorization report and check for discrepancies.

Review shift logs/daily memo books and document pertinent information in logbooks.

Print contingency lists to have a record of all guests in case of emergency.

Greet/Escort Guests

Supply guests/residents with directions and information regarding property amenities services and hours of operation

and local areas of interest and activities.

Guest Services

Contact appropriate individual or department (e.g. Bellperson Front Desk Housekeeping Engineering Security/Loss

Prevention) as necessary to resolve guest call request or problem.

Receive record and relay messages accurately completely and legibly.

Answer record and process all guest calls requests questions or concerns.

Follow up with guests to ensure their requests or problems have been met to their satisfaction.

Accept and record wake-up call requests and deliver to appropriate department.

VIP/Concierge Services

Respond to special requests from guests/residents with unique needs.

Parking

Communicate parking procedures to guests/visitors.

Dispatch bell staff or valet staff as needed.

Cash Handling

Process all payment types such as room charges cash checks debit or credit.

Process adjustment vouchers paid-outs correction vouchers and miscellaneous charges.

Count bank at end of shift and secure bank.

Balance and drop receipts according to Accounting specifications.

Provide change to guests.

Obtain manual authorizations and follow all Accounting procedures when computer system is down.

Cash guests personal checks and travelers checks.

Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.

Finance-Related

Print credit check report review status of each account and follow up on accounts beyond approved credit limits.

Maintenance/Security

Notify Security of any guest reports of theft.