The Spa Receptionist assists hotel guests with making spa and massage therapy appointments, and facilitates the scheduling and staffing of these appointments with the spa employees and independent massage therapists. The Spa Receptionist works in conjunction with the hotel reservations office and the Guest Experience team to provide a seamless process of scheduling for the guests, thereby ensuring the highest level of guest satisfaction. The Spa Receptionist oversees daily operations of the Spa including treatment and product development, pricing, promotional and administrative collateral, staffing, inventory management and financial reporting. The Spa Receptionist is expected to maintain a positive, helpful attitude throughout the reservation process.
Reporting to Spa Manager and Lead Spa Receptionist
Maintain thorough knowledge of all spa and massage services, and spa products offered by Twin Farms.
Schedule spa and massage services as requested by guests (or their agents) by email, mail, fax, phone, or in some cases in person during their stay.
Make arrangements based on individual requests. Maintain detailed schedule of all arrangements made. Ensure that all information has been properly recorded in the Guest’s profile and in Booker.
Maintain schedule of spa and massage therapists' availability.
Assign and confirm a spa employee or massage therapist for each appointment.
Send confirmation of appointments scheduled to guests.
“Complete” services for accounts payable;
provide copies of billing/payment invoices from all guest charges;
collect, post and document guest incidental charges, including all spa/massage receipts.
Correspond with the Reservations team and provide them with all receipts for the days for night audit.
Liaise as necessary between spa employees/massage therapists regarding staffing/schedule issues;
also serve to liaise between various hotel departments in coordination of spa services.
Occasionally perform monthly spa inventory.
Responsible for opening or closing the fitness center. Keeping the fitness center, spa facilities and dispensary tidy and disinfected, organized and well stocked.
Greet all guests, either fitness or spa users, show them the facilities, have basic knowledge of the fitness equipment, and go over class offerings that will be available during their stay.
Perform all other duties as assigned.
Embodies a customer-oriented approach to guest issues with a positive and proactive attitude.
Skilled in presenting a professional demeanor at all times- particularly when interacting with guests, vendors and fellow employees.
Able to simultaneously manage a diversity of tasks efficiently and effectively with minimal error.
Skilled in planning, self-directing, and multi-tasking to complete duties.
Fluid in ability to work independently as well as an effective member of a team.
Able to exert clear, consistent, friendly, and effective communication skills within a variety of situations - particularly when used in phone and email communications.
Demonstrated organizational skills that include assessing needs, prioritizing, and managing time accordingly despite frequent interruptions, changes, and unexpected stresses;
able to consistently ensure proper follow up.
Capable of asserting independent judgment regarding spa activity in line with Twin Farms policies.
Ability to prepare and interpret financial and inventory reports as needed.
Knowledge of, or ability to understand/learn, our hotel reservation and database systems as well as their essential functions.
Moderate to strong level of computer use skills particular to Windows office applications, and Internet. Familiarity with hotel reservations software a plus.
Observant in caring for and managing guest information with a strict adherence to confidentiality.
Interested in learning and developing new skills.
Demonstrated skill in facilitating and coordinating group activity
Flexible to some extent in managing work schedule;
demonstrating a sincerelevel of reliability, including being available to open or close Front Office, work extended shifts, and be available during weekends/vacation periods.
Education and Training:
Minimum of a High School or equivalency degree;
with preference given to a college degree- particularly in hospitality.
Previous experience in customer service essential with hotel reservations/hospitality experience highly desirable.
At least 2 years of experience working in or coordinating spa/salon/front office activity desirable.
CPR, AED, basic first aid certification desirable.
Predominately sedentary light office position with high frequency of keyboarding/computer work, and phone communications.
Occasional light lifting up to 40lbs.
Duties are often conducted independently but also involve a high degree of team collaboration.
As one of the world's celebrated Five Star hotels, we recognize that people are essential to our success. Indeed, the very essence of great hospitality comes from the dedication of every member of the Twin Farms team.
We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.