Spa Host

Roles and Responsibilities:

• You will meet and greet our spa guests and ensure their needs are catered for from moment they arrive to the moment they leave. 

• Accurately complete all reception and booking documentation and operate the spa computer systems competently.

• Take reservations and enter bookings on the system

• Follow procedures for cashing up and banking

• Maintain, develop and monitor the client database

• Ensure phones are answered in a timely, efficient and friendly manner.

• Ensure all check-in and out procedures are followed for all spa guests and provide them with full orientation of the facilities.

• Provide refreshments to all guests throughout their time in the Spa.

• Provide and maintain first class customer service.

• Maintain exemplary standard of personal appearance and uniform standards at all times.

• Prepare and deliver non-therapist treatments.

• Maintain immaculate presentation and cleanliness of all public spaces.

• Be pro-active with retail sales and upsell products and treatments.

• Demonstrate exceptional product and service knowledge.

• Maintain adequate provision of towels, robes and slippers, within the spa changing facilities and all used item bins are emptied regularly

• Ensure all customer feedback is directed to the appropriate person for resolution.

• Take payments for any retail products and refreshments bought by guests.

• Follow all company policies and procedures outlined in the Employee Handbook including any department specific procedures.

• Be aware of and follow all Health and Safety procedures all times.

This job description is not exhaustive and the job holder may be required to carry out other reasonable tasks as specified by their manager.

Keys Skills:

Essential

• Excellent time management with great attention to detail and highly organised

• Excellent communication both face to face and over the phone

• Reliable and able to work under pressure and follow instruction

• Flexible approach to work

• Thrives on providing excellent Customer Service.

• GCSE English and Maths grade 4/C or above

• Microsoft Office suite, Beginner Level

• Polite, welcoming and informative

• Confident and approachable with high standard of personal appearance

• Respectful and helpful

• Calm and resilient 

• Takes pride in work

Desirable

• Thrives on routine daily tasks

• Able to up-sell customers to other products and services

• Experience of selling products and services 

• Experience of working in a Spa or hospitality industry

All staff Key Performance Measures 

Our values underpin everything we do here at LQ Resorts and staff should ensure that these are at the fore front of what they do, day to day.

• To focus on the guest experience at all times and continually strive to delight time after time

• To see each guest as part of a long-term relationship not a onetime event

• To create a team that is enthusiastic, consistent and committed in the workplace that encourages an open honest and supportive culture, by working together to create excellence.

• To create an organisation with high integrity, that recognises potential and success, that both guests and employees want to be part of and associated with

• To encourage our team to contribute to excellent working conditions for all

• To gain a reputation for delivering financial performance and being consumed and enthralled about business. 

Benefits

LQ Resorts will offer you a fantastic working environment with plenty of opportunity to make a difference each day. In addition, you will receive:

• Discounts across the resort, including family and friends

• Free onsite parking

• Free staff meal whilst on shift

• Uniform provided (if required for role)

• Progression and career development opportunities.

• Pension Scheme

• Free use of gym and pool

• Access to wellness programmes

• Share of resort service charges on a monthly basis

• Extra day holiday after 2 years