Spa Receptionist

Doha, Qatar

Full time

On-site

Job description

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A. Job Purpose

To provide a warm, professional, and personalized welcome to all spa guests while ensuring the smooth and efficient operation of the Spa reception. The Spa Receptionist is responsible for managing reservations, handling guest inquiries, promoting spa treatments and retail products, and delivering exceptional service in accordance with The Chedi Katara Hotel & Resort's luxury hospitality standards.

B. Job Qualifications

Minimum of 2 years of experience as a Spa Receptionist, preferably within a luxury hotel or spa environment.
Excellent grooming and professional presentation.
Strong communication and interpersonal skills, with fluency in English. Knowledge of Arabic or other languages is an advantage.
Strong sales skills with the ability to promote spa treatments, packages, and retail products.
Excellent organizational, multitasking, and time-management skills.
Proficiency in spa reservation systems, Microsoft Office, and payment processing.
Strong attention to detail and a genuine passion for guest satisfaction.
Ability to handle guest concerns professionally and maintain confidentiality.
Flexible to work shifts, weekends, and public holidays as required.

C. Key Areas of Responsibility

1. Reception & Administration

Welcome and assist all guests in a warm, courteous, and professional manner.
Answer incoming calls and respond to guest inquiries promptly and professionally.
Provide accurate information regarding spa treatments, facilities, packages, availability, duration, and pricing.
Manage spa reservations, confirmations, cancellations, and amendments efficiently.
Confirm all reservation details with guests, ensuring accuracy and personalization.
Coordinate appointments with spa therapists to ensure smooth scheduling and optimal utilization of treatment rooms.
Suggest suitable alternatives when requested treatments or appointment times are unavailable.
Maintain accurate guest profiles, preferences, treatment history, and reservation records.
Complete daily opening and closing procedures, including key collection and return in accordance with security procedures.
Prepare daily appointment schedules, sales summaries, and other required operational reports.
Ensure reception checklists and assigned administrative tasks are completed accurately and on time.
Assist with spa tours, promotional activities, site inspections, and special guest visits.
Attend departmental meetings and training sessions as required.

2. Guest Experience & Customer Service

Deliver exceptional and personalized service in line with The Chedi Katara Hotel & Resort's standards.
Anticipate guest needs and ensure a seamless experience from reservation to departure.
Establish positive relationships with guests and encourage repeat visits.
Handle guest requests, inquiries, and concerns with professionalism, discretion, and empathy.
Resolve minor guest complaints promptly and escalate matters to Spa Management when necessary.
Maintain guest confidentiality and ensure all personal information is handled appropriately.
Communicate special guest requests, preferences, and relevant information to spa therapists.
Ensure guests are informed of spa facilities, treatment procedures, and relevant policies.
Maintain a welcoming, peaceful, and organized reception environment.

3. Sales & Revenue

Actively promote spa treatments, packages, memberships, and retail products.
Identify opportunities to upsell and cross-sell treatments and products based on guest preferences.
Maintain thorough knowledge of all spa services, promotions, and retail offerings.
Process guest payments accurately and ensure correct billing and posting of charges.
Handle cash, credit card, and other transactions in accordance with hotel financial procedures.
Prepare accurate daily sales reports and reconcile transactions as required.
Support the achievement of departmental sales targets and revenue objectives.
Ensure retail displays are clean, attractive, properly stocked, and appropriately presented.

4. Spa Operations

Support the smooth daily operation of the Spa reception and coordinate effectively with therapists and other spa colleagues.
Ensure reception areas, waiting lounges, and retail displays are maintained to the highest cleanliness and presentation standards.
Monitor appointment schedules and communicate changes promptly to the relevant team members.
Coordinate with Housekeeping, Engineering, Security, and other departments when required.
Report maintenance concerns, equipment issues, and operational irregularities to Spa Management.
Maintain adequate supplies of reception materials, brochures, forms, and retail items.
Stay informed about spa policies, operational updates, new treatments, and industry trends.
Assist in other spa operational areas when required and appropriately trained.

5. Health, Safety & Security

Comply with all hotel and spa health, safety, hygiene, and security procedures.
Maintain awareness of emergency procedures and evacuation protocols.
Ensure guest safety and comfort within the reception and waiting areas.
Report hazards, accidents, or incidents immediately to the appropriate supervisor.
Follow established procedures for safeguarding guest belongings, confidential information, and hotel property.
Maintain a clean, safe, and organized working environment.

6. Teamwork & Employee Relations

Maintain positive and professional relationships with colleagues across all departments.
Support effective communication and teamwork within the Spa.
Demonstrate flexibility and willingness to assist colleagues during busy operational periods.
Participate in departmental training, briefings, and development activities.
Maintain professional conduct and comply with the hotel's grooming and appearance standards.
Support the hotel's service culture, values, and employee policies.

7. General Responsibilities

Report for duty punctually, properly groomed, and in the designated uniform.
Demonstrate professionalism, courtesy, and discretion at all times.
Follow the hotel's established policies, procedures, and Standards of Performance.
Maintain flexibility in working schedules according to operational requirements.
Continuously develop knowledge of spa services, products, and guest service techniques.
Perform any other reasonable duties assigned by the Spa Director, Assistant Spa Director, or Spa Supervisor.

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