Main Purpose of the Job
To ensure the consistent delivery of exceptional customer service standards to all guests visiting the spa. The Spa Receptionist acts as the first point of contact, promoting a professional and positive image of the hotel and spa at all times, ensuring each guest receives a warm welcome and a memorable experience.
Generic Key AccountabilitiesPeople
* Take pride in everything you do and consistently deliver outstanding hospitality.
* Anticipate and respond proactively to guest needs.
* Act as a brand ambassador for Macdonald Hotels & Resorts.
* Take ownership of personal development and performance.
* Contribute positively to the overall effectiveness and performance of the team.
Product
* Consistently deliver Macdonald core standards relevant to your role.
* Maintain a clean, safe, and welcoming environment at all times.
* Understand and confidently promote all spa and hotel products and services.
* Proactively seek opportunities to enhance the guest experience.
* Actively encourage and use guest feedback to improve service delivery.
* Support all company initiatives with a positive and proactive attitude.
Process
* Complete and act upon all required training, including statutory training.
* Follow all operational processes and ensure full compliance with procedures.
* Identify and communicate any barriers to delivering agreed processes.
* Stay up to date with departmental changes, procedures, and systems.
Profit
* Maintain awareness of operational costs related to your role.
* Identify opportunities to protect and enhance profit without compromising guest experience.
* Promote products and services to guests at every opportunity.
* Maximise sales opportunities and upsell where appropriate.
* Support departmental revenue targets and objectives.
* Act on any reasonable instructions from management as they pertain to job responsibilities.
Job-Specific AccountabilitiesCustomer Service
* Deliver exceptional customer service that exceeds guest expectations ("Wow Factor").
* Ensure consistent, efficient, and friendly service throughout the guest journey.
* Provide a lasting first and final impression for all guests.
* Maintain service levels during front office system downtime.
* Ensure the reception desk is manned at all times.
* Demonstrate a basic understanding of local attractions and hotel facilities to assist guests.
Communication
* Conduct thorough handovers at the beginning and end of each shift.
* Relay guest feedback, both positive and negative, to relevant departments promptly.
* Ensure timely delivery of all guest communications, messages, and bookings.
* Transfer calls efficiently and accurately to the correct departments.
* Handle guest queries and complaints in a professional, courteous manner.
Sales
* Maximise all opportunities to generate revenue.
* Demonstrate full knowledge of spa reservations and booking procedures.
* Professionally handle out-of-hours enquiries, including events and conferences.
* Upsell spa treatments, products, and hotel services to enhance the guest experience.
* Proactively identify and pass on potential sales leads to relevant departments.
Systems
* Maintain excellent knowledge of the hotel spa Front Office System.
* Use Microsoft Word, Excel, Outlook, and other essential tools effectively.
* Operate the switchboard and telephone systems confidently.
* Follow procedures to access support in the event of system downtime.
* Complete daily departmental checklists.
* Understand interfaces between reception and related systems
* Complete the Centre of Excellence training programme in line with system skills.
Security
* Adhere strictly to cash and key handling procedures.
* Comply with the Data Protection Act and maintain guest confidentiality.
* Follow all procedures regarding guest property and hotel security.
Health & Safety
* Be fully aware of departmental Health & Safety policies and procedures.
* Carry out and support regular risk assessments in the department.
* Identify and report any Health & Safety concerns immediately.
Person Specification
Essential:
* Excellent communication and interpersonal skills
* Professional, well-presented, and customer-focused attitude
* Ability to multitask in a busy environment
* Proficient in IT systems and comfortable learning new software
* Strong organisational and time management skills
Desirable:
* Previous experience in a spa, hotel, or hospitality front desk role
* Knowledge of spa treatments and wellness services
* Sales and upselling experience
What We Offer
* Competitive salary and benefits package
* Training and development opportunities
* Staff discounts on spa treatments, dining, and hotel stays
* Supportive and professional team environment
Please email your CV to:
* spamgr.-
Job Type: Full-time
Pay: From £12.21 per hour
Expected hours: 16 – 21 per week
Benefits:
* Company events
* Company pension
* Discounted or free food
* Employee discount
* Gym membership
Work Location: In person