Spa Receptionist - Hemlock Neversink

JOB TITLE

Spa Receptionist

REPORTS TO: Director of Spa & Fitness and Assistant Spa Manager

COMPENSATION: $17.00 - $20.00 per hour

HOURS PER WEEK: Varies – Part Time & Full Time

DAYS REQUIRED: Weekdays, Weekends, Holidays including afternoons and evenings

SUMMARY DESCRIPTION:

Hemlock Neversink is set on the historic site of the former New Age Health Spa. The 230 acre campus is serene, naturally beautiful, and filled with woodsy paths, secluded nooks, hiking trails, and streams. Hemlock features the region’s most complete wellness facility, with 14 treatment rooms, a full service spa, indoor pool, hot tub, sauna, and steam room. Plus a movement & fitness center featuring premium crafted equipment, yoga spaces, studio fitness, and more. In addition to movement & fitness opportunities, Hemlock also offers spaces and instruction for a range of “hands on” activities such as pottery, weaving, life drawing, and other mindful creative practices.

Hemlock is deeply committed to food as a critical pillar of wellness, with a culinary program designed to nourish, heal, and energize. Our seasonal menus optimize nutritional benefits using a balance of locally-grown organic produce and clean proteins supplied by local farms.

The Spa Front Desk Receptionist is responsible for the reception and retail areas at Hemlock Neversink Spa including the greeting of all guests, answering phone calls, assisting guests with questions regarding spa services and products, booking all appointments, checking the guests into the computer system and charging for services performed. The Spa Front Desk Receptionist will additionally assist with transitional cleaning of locker rooms and relaxation area as needed. This position will work closely with the Assistant Spa Manager, Director of Spa & Fitness, Massage Therapists, Estheticians, and other property teams to manage all Spa treatments and bookings. They must possess excellent communication skills and be able to learn the product and service knowledge necessary to effectively provide solutions to meet the needs of our guests.

DUTIES & RESPONSIBILITIES:

• At Foster Supply Hospitality we are a Team. The first and largest expectation and duty is that of being a productive, positive and willing member of a dynamic team.
• Acknowledge and respond to relevant customer queries, needs, and expectations, by answering phone calls and emails, and conversing verbally to guests on property.
• Guide guests with your knowledge of the treatments offered and assist with booking appointments for Spa Providers.
• Answer the phone promptly and use the guest’s name throughout the phone conversation; operate phone system accurately and efficiently.
• Accurately book, change and cancel spa appointments.
• Utilize spa computers with skill and proficiency; document guest information in electronic record as directed.
• Manage spa reservations through our booking engine software system and other internal systems as required.
• Assist in maintaining the spa’s physical appearance including cleaning lockers/locker rooms, relaxation room, pool, and light housekeeping in other common areas.
• Be on time for shift;
• Maintain consistent, regular attendance record.
• Properly open and close each shift according to Standard Operating Procedures;
• Be flexible with schedule, supporting the needs of the spa.
• Have complete knowledge and understanding of all services and products while educating and training guests in these areas.
• Provide accurate, appropriate and immediate responses to all requests by guests, ensuring complete guest satisfaction.
• Actively promote and provide detailed descriptions of spa treatments, packages, services, retail, programs, promotions, discounts available, facility features and hours of operation.
• Acknowledge and greet everyone who enters and leaves spa front desk area/facilities, directing guests to the appropriate locker room, fitness area, relaxation room, or other area.
• Assist guests throughout the retail area, answering questions and actively promoting retail offerings for home care programs, meeting minimum retail sales goals.
• Maintain a Spa Desk Bank and Retail Area.
• Inform guests of membership programs and benefits.
• Ensure that the check-in and payment process is handled in accordance with company policy by processing cash, credit card and credit transactions accurately thus protecting the company’s assets.
• Effectively inform and educate guests about specific wellness concerns and contradications within scope of certified practice areas;
• Uphold the standards of sanitation and sterilization as directed by law and the spa’s policies and procedures.
• Maintain a clean, safe, fully stocked and well organized work area.
• Ensure adequate stock of supplies and retail; inform management when stock is low.
• Communicate to management any and all occurrences involving staff or guests in the spa that require attention.
• Maintain complete confidentiality in all guest matters in accordance with company policy;
• Maintain eye contact when addressing external and internal guests; develop professional and personalized relationship with regular guests.
• Handle guests’ questions and concerns promptly, professionally and courteously.
• Possess ability to work without direct supervision and remain at assigned post for extended periods of time.
• Maintain a positive attitude and contribute toward a quality work environment.
• Regularly attend, participate in and support training and staff meetings for the spa.
• Assist in all areas of spa operation as requested by management.
• Expected to maintain a professional and well-groomed appearance that aligns with the company's image and values. This includes adhering to the established uniform guidelines and presenting oneself in a manner that reflects positively on the organization.

POSITION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• A strong sense of community and dedication to creating unique and impactful experiences.
• Must have enthusiasm and possess excellent customer service skills.
• Enjoy working with people and possess a friendly and outgoing personality.
• Excellent communication and listening skills, as well as basic computer knowledge.
• Must be a team player.

EDUCATION AND EXPERIENCE REQUIREMENTS:

• High School Diploma or equivalent
• Minimum of two (2) years hospitality/spa/front desk experience a plus
• Language Skills:
• Excellent command of the English language in communicating both verbally and non-verbally
• Ability to prepare/write home care materials for guests
• Ability to effectively present information and respond to questions from managers, employees, members and the general public.

• Reasoning Ability:
• Ability to apply common sense to carry out instructions in written, oral, or diagram format
• Ability to handle conflicting ideas, controversies and communicated information diplomatically
• Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes necessary
• Must maintain composure and objectivity under pressure
• Must display good listening skills to understand and clarify concerns and issues raised by guests and fellow team members

WORKING CONDITIONS:

Indoors – spa front desk, treatment rooms, common spaces, pool, and laundry room. Traveling outside between buildings in all weather conditions may sometimes be required.

PHYSICAL REQUIREMENTS:

This position can be physically demanding – standing, stooping, crouching, traveling between buildings outdoors, and performing repetitive tasks for a long period of time. Walking up and down stairs may be required. Must be able to lift 50lbs.

Note:

This job description is intended to be flexible and may be updated to reflect changes in business requirements. The Foster Supply Hospitality reserves the right to modify, supplement, delete, or augment the duties and responsibilities outlined in this job description as needed.

Job Types: Full-time, Part-time

Pay: $17.00 - $20.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Work Location: In person

Salary : $17 - $20