Spa Receptionist

SUMMARY:
The Spa Receptionist is responsible for providing a warm, professional, and personalised welcome to all spa guests while ensuring the smooth operation of the spa reception area. This role involves managing appointments, processing payments, promoting spa treatments and retail products, and delivering exceptional customer service. The successful candidate must have a minimum of two years' hands-on experience using the Opera Property Management System (Opera PMS) and experience working in a luxury hotel, lodge, resort, or spa environment.
 
Key Responsibilities
Guest Reception & Customer Service

• Welcome guests in a warm, friendly, and professional manner.
• Deliver an exceptional guest experience from arrival through departure.
• Handle guest enquiries regarding treatments, facilities, pricing, and packages.
• Assist guests with selecting treatments based on their needs.
• Manage guest complaints professionally and ensure prompt resolution.
• Maintain guest confidentiality at all times.

• Schedule, amend, and confirm spa appointments using the Opera PMS and spa booking system.
• Coordinate therapist schedules to maximise productivity and guest satisfaction.
• Ensure all guest information, treatment preferences, and booking details are captured accurately.
• Send appointment confirmations and reminders where applicable.
• Monitor daily appointment schedules and optimise treatment room utilisation.

• Process spa reservations and guest profiles using Opera PMS.
• Verify in-house guest details and room information.
• Post spa charges accurately to guest accounts.
• Process payments, refunds, deposits, and vouchers.
• Ensure all Opera records are accurate and up to date.
• Generate daily reports and assist with reconciliation procedures.

• Promote and sell spa retail products.
• Recommend products based on guest treatments and skincare needs.
• Assist in achieving monthly retail sales targets.
• Maintain attractive retail displays.
• Monitor stock levels and notify management of replenishment requirements.

• Process cash, card, and account payments accurately.
• Balance the daily cash float and reconcile transactions.
• Prepare daily reports and administrative documentation.
• Maintain accurate guest records and filing systems.
• Assist with stock control and inventory administration.

• Ensure the reception area is clean, organised, and welcoming.
• Coordinate communication between therapists and guests.
• Monitor treatment room availability.
• Assist with special events, wellness promotions, and spa packages.
• Support the Spa Manager with operational duties when required.

• Ensure compliance with health, safety, hygiene, and company procedures.
• Maintain guest privacy and confidentiality.
• Ensure reception and waiting areas remain clean and well presented.

POSITION INFO:

Minimum Requirements

• Grade 12 (Matric).
• Certificate or Diploma in Hospitality Management, Tourism, Beauty Therapy, Spa Management, or a related field (preferred).
• Minimum of 2 years' hands-on experience using Opera Property Management System (Opera PMS) (essential).
• Minimum of 2 years' experience as a Spa Receptionist, Hotel Receptionist, or Front Office Receptionist within a luxury hotel, lodge, resort, or spa.
• Previous experience in a luxury hospitality or wellness environment is highly advantageous.

• Advanced proficiency in Opera PMS.
• Experience with spa booking and scheduling systems.
• Strong knowledge of reception and reservations procedures.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Cash handling and point-of-sale (POS) system experience.
• Basic understanding of spa treatments, skincare products, and wellness services.

• Outstanding customer service and communication skills.
• Professional telephone etiquette.
• Strong organisational and administrative abilities.
• Excellent attention to detail.
• Ability to multitask in a fast-paced environment.
• Strong problem-solving and conflict-resolution skills.
• Sales and upselling ability.
• Team player with a positive attitude.

• Friendly, approachable, and well presented.
• Professional and discreet.
• Passionate about wellness, hospitality, and guest care.
• Calm and composed under pressure.
• Reliable, trustworthy, and punctual.
• Flexible and adaptable to operational requirements.

• Guest satisfaction and spa service ratings.
• Accuracy of Opera PMS bookings and guest accounts.
• Appointment scheduling efficiency.
• Retail sales performance.
• Reception response times and enquiry conversion rates.
• Accuracy of payment processing and cash reconciliation.
• Compliance with company standards and operational procedures.
• Contribution to overall spa revenue and guest retention.

• Based in a luxury hotel, lodge, resort, or destination spa.
• Requires shift work, including weekends and public holidays.
• Frequent interaction with guests in a professional and tranquil environment.
• Requires prolonged periods of standing and the ability to manage multiple tasks simultaneously.