JB317 – Corinthia – Full Time Spa Sales & Reservationist

POSITION SUMMARY:
The Spa Sales & Reservationist position is responsible for maximising the revenue of all business centres in the spa
through effective scheduling, yield management and sales. As an Ambassador for the spa this role ensures
outstanding five star guest relations, delivering ESPA and Corinthia brand standards at Spa Reception.

DUTIES AND RESPONSIBILITIES:
• Keep abreast of newest trends and innovations in the hospitality industry.
• Generally be alert for opportunities to improve the profitability of the department i.e.
through controlling wastage and being responsible for the economy of all utilities and
resources.
• Maintains a sound treatment and retail knowledge with the ability to accurately
describe benefits and prices.
• Receives training on all relevant legislation pertaining to the Health and Safety at
Work Law and Health and Hygiene standards.
• Adheres to training as set down by the Spa Sales & Reservations Manager and attend
all training courses as deemed necessary.
• Ensures confidentiality at all times including data protection, medical details and any
information provided in confidence by the client.
• Reports any guest complaints to the Duty Manager so that they can be handled
promptly and effectively.
• Organises scheduling of appointments to maximize use of time and profitability whilst
ensuring that the client’s needs are of first importance.
• Ensures that adequate supplies of all public information material are available and are
in immaculate condition.
• Records and tracks turn away business and repeat guests through the Spa Software
system.
• Provides information on spa facilities during tours including benefits, utilisation
instructions and health and safety.
Corinthia London, CONFIDENTIAL & PROPRIETARY INFORMATION 2019
• Prepares the reception area for the start of the next shift, ensuring all messages are
communicated and carry out a detailed hand over.
• Sets realistic, measurable spa standards, objectives and goals to be achieved and
communicates to leaders and employees.
• Openly communicates and engages with team members.
• Responsible for all billing procedures at the reception desk and the correct
reconciliation of funds at the close of each shift and at the end of the day’s work.
• Obtains and accurately records all relevant guest information including contact
details, credit card details and requests/preferences. Prepares all guest
correspondence and administration as per brand standards and ensures excellent
presentation.
• Maintains the cleanliness, presentation and organisation of the reception area at all
times.
• Day to day responsibility for equipment, products, cleanliness and hygiene of the
reception and other spa areas.
• Effectively organises tasks and time throughout the day to maintain punctual
timekeeping for clients, presentation and cleanliness of work areas and support for
other team members.
• Acts responsibly at all times in relation to personal safety along with the safety of
colleagues and guests of the spa.
• Supports the Spa Attendants where required in maintaining cleanliness and hygiene
in the spa facilities.
• Demonstrates flexibility in working hours to the needs of the business and fellow
colleagues.
• Drives the Corinthia values and philosophy.
• Liaises with other hotel departments to ensure guest needs are met and
communicated. Maintains a good knowledge of the hotel and facilities available.
• Supports all departments in the spa including covering reception.
• Maintains an understanding of the functions of other departments and how these
interlink with the spa.
• Attends hotel events/meetings to encourage relationship and team building with
other departments.
• Proactively offers support to other departments where required and demonstrates a
genuine respect for, interest and understanding of their work.
• Maintains the highest standard of guest service by following ESPA protocols and
displaying genuine care and attention to detail.
• Conducts spa tours for all guests, VIPs and prospective members. Acts as an
Corinthia London, CONFIDENTIAL & PROPRIETARY INFORMATION 2019
Ambassador for the spa at all times.
• Consistently records guest preferences, accurately updating guest profiles and
communicating any relevant information to colleagues.
• Responds to all guest enquiries promptly and efficiently.
• Answers telephones within three rings and in a professional manner, following ESPA
and Corinthia brand standards.
• Maintains a high standard of appearance and personal hygiene as laid down by the
Spa Director and employee handbook.
• Tracks key business indicators to determine the effectiveness of current systems and
processes and identify areas for improvement.
• Maximises revenue of treatments and programmes through effective scheduling, yield
management and cross sales.
• Contributes to the team’s overall targets and strive to achieve personal targets and
goals as set out by the Spa Management team.
• Up sells current spa promotions/packages whilst ensuring uptake is recorded
accurately.
• Actively recommends products and provides further consultation to guests to ensure
that sales are closed on product recommendations made by the therapists.
• Encourages clients to return by recommending an ongoing treatment programme,
inviting guests to rebook.
CONFIDENTIALITY
• Whist working for the company there will be access to a wide variety of confidential
information concerning the company, guests and employees.
• It is vital that all such information remains confidential and must not be disclosed to
anyone outside the company, guests and employees, unless otherwise stated. Please
refer to the Employee Handbook for full policy details.
HEALTH & SAFETY
• To be aware of and comply with safe working practices as laid down under the Health
and Safety Act as applicable to your place of work. This will include your awareness of
any specific hazards at your work place.
• The wearing of appropriate protective clothing provided by or recommended by the
Company will be obligatory.
• To report any defects in the building, plant or equipment according to hotel
procedure.
• To ensure that any accidents to staff, guests or visitors are reported immediately in
accordance with correct procedures.
Corinthia London, CONFIDENTIAL & PROPRIETARY INFORMATION 2019
• To attend 6 monthly Statutory Fire, Health & Safety training and to be fully conversant
with and abide by all rules concerning Fire, Health & Safety.
• To be fully conversant with:
▪ COSHH Regulations
▪ Risk Assessments for your department
▪ Hotel Fire & Bomb Procedures
OTHER
INFORMATION
• As the hotel’s level of business varies considerably, there is a need for flexibility in
attitude, approach and working hours.
• The above description is not to be regarded as exhaustive. Other tasks and
responsibilities of a broadly comparable nature may be added on a temporary or
permanent basis, as appropriate.
TALENT PROFILE:
Experience: Experience in a client facing reception or sales role within a luxury environment, ideally
spa.
Skills & Knowledge: Outstanding guest relations skills with experience of dealing with high profile clientele.
Genuine interest in and good basic knowledge of spa/beauty.
Ability to work as part of a dedicated and passionate team.
Computer literate – experience of working on a computerised booking system a strong
advantage.
Excellent level of written and spoken English with strong communication skills. Additional
languages desirable.
Education or
Qualification:
Educated to college or degree level. Beauty/massage qualifications advantageous.
Requirements: Eligible to work in UK. Impeccable personal presentation and excellent communication
skills.

Job Category: Spa Receptionist