Spa Receptionist
Health Club - The Grand, York
Contract: Full Time Salary: £12.65
Located within York's city walls and with views of York Minster, the hotel holds an enviable and proud position in the city and local community. Once the famed Headquarters of the North-eastern Railway Company, our magnificent building is bursting with original features and all the grandeur of its former life as the "Palace of Business" - making it a truly beautiful and inspiring place to work and grow.
Job Description
Job Summary:
As a Spa Receptionist, you are the first point of contact for our spa guests. You will warmly welcome guests, manage bookings, and ensure smooth daily operations at the spa reception. Your role is vital in creating a tranquil and seamless experience that reflects our values of Drive, Care, and Excellence.
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Key Responsibilities:
Guest Services:
* Greet all spa guests with warmth, professionalism, and a calm demeanor.
* Provide accurate information about spa treatments, products, and facilities.
* Anticipate guest needs and respond promptly to all inquiries, both in-person and over the phone.
* Guide guests through the check-in/check-out process with efficiency and hospitality.
* Ensure guest confidentiality and privacy at all times.
Bookings & Administration:
* Schedule appointments using spa software, ensuring effective use of therapist time and resources.
* Confirm, modify, or cancel bookings as required.
* Process payments accurately and handle cash, credit cards, and billing transactions.
* Maintain guest records and service history accurately and securely.
Spa Operations Support:
* Coordinate with therapists and spa staff to ensure timely service delivery.
* Maintain cleanliness and ambiance of the reception area
* Monitor spa stock levels (e.g. robes, towels, retail products) and report shortages to the Spa Manager.
* Upsell spa treatments, packages, and retail products in line with monthly sales goals.
Spa Health and Safety
* Ensure that all maintenance issues are reported and logged.
* Comply with all health and safety regulations including COSHH.
* Complete all you Mapal One compliance training in time
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Skills & Competencies:
* Exceptional interpersonal and communication skills.
* Strong attention to detail and organizational ability.
* Calm, professional demeanour under pressure.
* Proactive problem-solving with a can-do attitude.
* Ability to work both independently and collaboratively with spa and hotel teams.
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Qualifications & Experience:
* Previous experience in a spa, wellness center, or hotel reception role preferred.
* Basic knowledge of spa treatments and wellness products is an advantage.
* Flexible availability, including weekends and public holidays.
What We Offer
The Grand, York is proud to provide our team with a variety of benefits to enhance and drive engagement. We believe in consistent and tangible reward and recognition initiatives, and we put health and well-being firmly at the heart of our employer brand. Joining The Grand, York is not just a career, but a deeply rewarding journey with limitless opportunities to develop and grow.
* Fully funded and supported Apprenticeship programmes up to level 7
* Supervisory and Management development training programmes, Ignite and Inspire.
* Splendid Family discounts across our group - on accommodation, food and drink.
* Enjoy being creative with friends and family with a 50% discount on cookery classes in our Grand Cookery School
* We operate a monthly Grand Family shop, where you can buy bulk items to help with the cost of living.
* Discounted local NCP car parking and discount off local First bus travel.
* Experience our hotel as a guest with a complimentary guest experience for you and a guest within your 90-day probation period
* Monthly payday treats and an annual 'Thank You' week – full of treats and activities.
* We celebrate our diverse workforce with awareness days and diversity lunches.
* Visit York discounts to visit local attractions and experience what our wonderful city has to offer.
* We love to recognise our Grand Family through Grand Star of The Month, Grand Celebrity of The Week, Probation Pass lunch and Long Service recognition dinner. Enjoy our annual Grand Family party, with many other social events throughout the year.
* Company Pension salary sacrifice scheme.
* Access to our Cycle to Work scheme through Green Commute Initiative to support health and wellbeing and our environment.
* Make a difference and join our Grand Goes Green Team, our Grand Plans Team to help organise our social events and raise funds for our nominated charities. There is also opportunity to represent your department in our Grand Family Forum.
* Fully funded and supported ESOL classes (English for Speakers of Other Languages)
* 12 Mental Health First Aiders onsite to provide signposting and initial support.
* Retail Trust Employee Assistance Programme (EAP) to give free, confidential 24-hour support and advice whenever you may need it.
* Employee referral scheme - refer a friend or family member and receive a £350 incentive payment.
* Complimentary light breakfast, lunch, and dinner whilst on shift as well as complimentary tea, coffee and fruit.
About Us
The Grand is York's only five-star hotel, situated in the very heart of the historic city. The property offers a splendid blend of Victorian elegance and modern sophistication and is known worldwide as a beacon of hospitality excellence. We are honoured to have been awarded the 'Hotel of the Year' Catey and we are also absolutely delighted to be named in The Sunday Times top 100 'Best Places to Work 2023'.
Along with our 207 guest bedrooms, we boast an award-winning rosette restaurant, The Rise, which holds the Conde Naste 2022 award for Best Afternoon Tea. In addition to this, our new fine dining restaurant, Legacy, provides the opportunity to elevate our dining offering and become leaders in the York food scene. We have a state-of-the-art Cookery School, are home to an atmospheric Spa, stunning Meeting and Event spaces and an In-Room Dining offering. Each day is unique and memorable at The Grand and we live to create special memories for our guests and our team.
Our vision is to be the UK's most loved hotel. We pride ourselves on our values. We place emphasis on driving for results in all areas of the business, excellence in everything we do and genuine care for our Grand family, guests, and the environment.
Role in our Family
Our teams are the heart and soul of The Grand, without them The Grand is just a beautiful building. We pride ourselves on the warmth of our Yorkshire welcome that each one of our guests receives. As a Spa Receptionist, the key to your role will be:
* Customer Experience & Retention
* Act as the first and last point of contact, shaping the guest's perception of the spa.
* Provide personalized service that enhances guest satisfaction and loyalty.
* Operational Efficiency
* Manage bookings and schedules to maximize therapist utilization and reduce downtime.
* Keep guest records accurate, supporting smooth operations and repeat visits.
* Revenue Growth
* Upsell treatments, packages, and retail products, contributing directly to sales targets.
* Encourage repeat business through excellent service and relationship-building.
* Brand Representation
* Embody the spa's values of Drive, Care, and Excellence through communication, demeanor, and professionalism.
* Ensure the reception environment reflects the spa's standard of tranquility and quality.
* Compliance & Safety
* Support safe operations by monitoring health, safety, and hygiene standards.
* Ensure issues are reported and handled promptly to maintain guest trust and comfort.
What Happens Next
Does the Spa Therapist role suit your skillset? Apply now, this takes seconds, you'll just need to provide some contact details along with a CV. Next, we'll review your details, and if successful we'll invite you to meet one of the team to learn more about you, your experience and let us tell you more about the Splendid Hospitality Group.
The Splendid Hospitality Group is an equal opportunities employer and a disability confident committed employer, committed to hiring a diverse workforce and sustaining an inclusive culture.