Job Description
The incumbent in this position is responsible for welcoming the guests and members to the Health club and providing them with assistance during their visit in order to meet or exceed their expectations whilst adhering to service standards.
Key responsibilities
The job of Spa Receptionist is executed satisfactorily when:
- Hygiene standards are strictly monitored and followed.
- Quality audit results are 85% and above.
- When all the Spa guests are 100% satisfied with the spa services.
- The receptionist is the first and last impression of the spa, therefore must be very professional and create an experience for the guests.
- Greets all visitors to the Spa and Wellness Centre in a warm and sincere manner, and invites them to sign the consultation form.
- Provides them with assistance such as lockers, towels, bathrobes or information concerning our services and facilities in a prompt and efficient manner.
- For visitors interested in a membership at the wellness centre, promote the services by providing information and offering a tour of our facilities. Assists new members in filling out the membership application form correctly and endorse to the team.
- Handles all Spa cashier transactions such as retail, daily spa revenue or any other fees from guests then issues a receipt.
- Targets must be reached, and direct responsibility for revenue via upselling, bookings and retail is one of the main focus points.
- At the end of the shift balance the cash register.
- Receives all incoming telephone calls to the Spa according to the hotel standards, provides/receives information, takes appropriate actions such as booking or refers the matter to the relevant persons to handle.
- Liaises with therapists in case of bookings and / or cancellations from members / guests.
- Upon visitor’s departure from the spa and wellness centre, thanks them for their visit and invite them to return.
- Daily, weekly and monthly reports to be completed with details.
- Makes handover reports written and verbal if possible for the Receptionist on the next shift. Before each shift read handover report.
Skills, knowledge and expertise:
- Excellent oral and written skills in the Maltese language will be considered an asset.
- Excellent oral and written skills in the English language are a must.
- An additional language would be beneficial.
Other skills required:
- Client facing experience within reception or front of house.
- Telephone system operations.
- Business writing.
- Public relations and marketing.
- Stock and retail management.
- High levels of customer service.
- Industry analysis.
- Computer literate with experience of ‘in-house’ booking / database systems.
- Experience within 7-day operation.
- Good level of education.
About Kempinski Hotel San Lawrenz Gozo Malta
The Kempinski Hotel San Lawrenz is an exclusive hideaway resort with all the comforts 5 stars can offer. It provides 140 airy rooms, each of which are elegantly decorated in a traditional Maltese style. The entire resort creates the ideal surroundings to relax the mind and body.
