Spa Receptionist
We are currently recruiting for a Spa Receptionist to join our team at ESPA at The Europe. This is an award-winning spa and one of the most unique destination spa hotels that Killarney has to offer. One of the largest Spa's in Europe, the ESPA at The Europe’s credibility and five-star service standards are world-renowned. We are committed to providing rejuvenation and relaxation to our clients at The Europe Hotel & Resort and employ highly skilled candidates to provide this service. ESPA at The Europe is nestled on the shores of Killarney's Lake District, capturing the beauty and serenity of this incredibly enchanting corner of Ireland.
Scope of Role
Spa Receptionists are responsible for Sales & Reservations. Maximising the revenue of the Spa through effective scheduling of treatments and customer sales. As an Ambassador for the Spa this ideal candidate must ensure impeccable personal presentation and outstanding five-star guest relations while delivering ESPA and hotel brand standards at the Spa Reception.
Key Areas of Responsibility
Sales & Revenue Generation
Maximise revenue of treatments and programmes through effective scheduling and cross sales.
Contribute to the team’s overall targets and strive to achieve personal targets and goals as set out by the Spa Management team.
Maintain a sound treatment and retail knowledge with the ability to accurately describe benefits and prices.
Up sell current spa promotions/packages whilst ensuring uptake is recorded accurately.
Actively recommend products and provide further consultation to guests to ensure that sales are closed on product recommendations made by the therapists.
Participate in standard operating procedures for ESPA’s Active Retail programme.
Encourage clients to return by recommending an ongoing treatment programme, inviting guests to rebook.
Responsible for all billing procedures at the reception desk and the correct reconciliation of funds at the close of each shift and at the end of the day’s work.
Guest Relations
Maintain the highest standard of guest service by following ESPA protocols and displaying genuine care and attention to detail.
Conduct spa tours for all guests, VIPs and prospective members. Act as an Ambassador for the spa at all times.
Consistently record guest preferences, accurately updating guest profiles and communicating any relevant information to colleagues.
Ensure confidentiality at all times including data protection, medical details and any information provided in confidence by the client.
Report any guest complaints to the Spa Management team so that they can be handled promptly and effectively.
Reception Standards/Operations
Organise scheduling of appointments to maximize use of time and profitability whilst ensuring that the client’s needs are of first importance.
Obtain and accurately record all relevant guest information including contact details, credit card details and requests/preferences. Prepare all guest correspondence and administration as per brand standards and ensure excellent presentation.
Respond to all guest enquiries promptly and efficiently, in person, over the phone and via email.
Provide information on spa facilities during tours including benefits, utilisation instructions and health and safety.
Maintain the cleanliness, presentation and organisation of the reception area at all times.
Ensure that adequate supplies of all public information material are available and are in immaculate condition.
Record and track turn away business and repeat guests through the Spa Software system.
Prepare the reception area for the start of the next shift, ensuring all messages are communicated and carry out a detailed hand over.
Answer telephones within three rings and in a professional manner, following ESPA brand standards.
Liaise with other hotel departments to ensure guest needs are met and communicated. Maintain a good knowledge of the hotel and facilities available.
Responsible for balancing all transactions and cash taken during your shift
Health & Safety
Day to day responsibility for equipment, products, cleanliness and hygiene of the reception and other spa areas.
Receive training on all relevant legislation pertaining to the Health and Safety at Work Law and Health and Hygiene standards.
General
Maintain a high standard of appearance and personal hygiene as laid down by the Spa Management team.
Always be punctual
Support all departments in the spa including covering spa attendant duties as and when required.
Must adhere to training as set down by the Spa Management team and attend all training courses as deemed necessary.
Requirements:
At least 1 years' experience in a similar role is essential
Must have excellent customer service and interpersonal skills
Must be able to work as part of a team
Be an example at all times in the standards of professionalism, attitude and appearance as expected from our team
Proficient in use telecommunications and the use of Microsoft Office is essential
Previous experience with a Spa booking software is preferable
Fluency of the English language, both verbal and written is essential
Benefits:
Competitive salaries
Complimentary meals whilst on duty
Pension Schemes
Employee Discounts
Career Development
Training
Tax saving Schemes
Employee Social Events
Complimentary laundry of company provided uniforms
On-site state of the art Staff Accommodation – subject to availability
*Please note that we are only able to consider candidates who have independently obtained the legal right to work in Ireland for this position. Proof of eligibility to work in Ireland may be required upon application.