Spa Concierge / Receptionist (Shipboard)

Department: Spa & Wellness

Employment Type: Fixed Term Contract

Reporting To: Assistant Spa Manager

Description

As a Spa & Wellness Concierge/Receptionist you welcome our guests in our Spa area and ensure that our Ladies and Gentlemen always enjoy a warm, relaxed, yet refined ambience.

Leading the scheduling of L&G, guest appointments, arrivals and departure operation of the Spa and Wellness facility, the Spa & Wellness Receptionist ensures the successful service delivery of the Gold Standards, upholding its world-renowned brand reputation whilst creating a positive and memorable guest experience. Supporting the Assistant Spa Manager from the front of house, this position oversees all guest services, treatments, and reservations processes. 

The Spa & Wellness Receptionist will always lead by example and play a key role when it comes to driving revenue maximization initiatives, achieving set targets / budgets, and providing guidance with service excellence to all Ladies and Gentlemen, contributing to the financial success of the department and the highest guest satisfaction.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Lady or Gentleman for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice. All duties and responsibilities are to be performed in accordance with the Company's Safety, Quality and Environmental standards.

Essential Duties

1. Open and close spa each day according to Standard Operating Procedures. 
2. Comprehensive knowledge and understanding of the Spa & Wellness offerings including benefits and contraindications.
3. Accurately book, change and cancel spa appointments. 
4. Acknowledge and greet everyone who enters and leaves the spa. 
5. Ensure that the check-in, check-out, and payment process is handled in accordance with company policy. 
6. Provide callers and guests with detailed descriptions of spa treatments, packages, services, and hours of operation. 
7. Utilize spa computers with skill and proficiency; document guest information in electronic record as directed. 
8. Familiarity with Spa Booking Software’s 
9. Answer the phone promptly and use the guest’s name throughout the phone conversation; operate phone system accurately and efficiently. 
10. Actively promote the spa, treatments, services, sessions, and retail, as well as wellness programs and promotions. 
11. Maintain eye contact when addressing external and internal guests; develop professional and personalized relationship with regular guests.
12. Handle guests’ questions and concerns promptly, professionally, and courteously.
13. Maintain complete confidentiality in all guest matters in accordance with company policy; Provide accurate, appropriate, and immediate responses to all requests by guests, ensuring complete guest satisfaction. 
14. Maintain a clean; safe, fully stocked, and well-organized work area. Report maintenance issues.
15. Ensure adequate stock of supplies and equipment; inform management when stock is low. 
16. Must be able to work without constant direct supervision and remain at assigned post for extended periods of time. 
17. Maintain a positive attitude and contribute toward a quality work environment. 
18. Handle pre-voyage reservations as needed.
19. Regularly attend, participate in and support training and staff meetings for the spa. 
20. Assist in all areas of spa operation as requested by management. 
21. Communicate to management all occurrences involving staff or guests in the spa that require attention. 

Qualifications

1. Valid Standards of Training, Certification and Watchkeeping for Seafarers (STCW) and flag certification for the duration of the contract and appropriate to position
2. Minimum of two (2) years Luxury Spa Receptionist / Concierge Experience in a luxury property or cruise line
3. Strong knowledge and experience in a luxury Spa hotel. Additional luxury cruise industry experience is preferable
4. Fluency in English (any other language is advantageous)
5. Strong focus on guest service and experience as well as a primary focus on the health and wellness industry with the ability to recommend and confidentially talk about guest requirements.  

• While performing the duties of this job, the employee is regularly required to stand; walk; use hands to touch, handle, or feel; reach with hands and arms; talk or hear; and taste or smell. The Lady or Gentleman must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• All Yacht Ladies and Gentlemen must be physically able to participate in emergency lifesaving procedures and drills. Full use and range of arms and legs as well as full visual, verbal and hearing abilities are required to receive and give instructions in the event of an emergency including the lowering of lifeboats. Ability to lift and/or move up to 50 pounds.
• All Yacht Ladies and Gentlemen must be able to communicate in the English language in order to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, supervisors and co-workers.