Senior Spa Receptionist 
(15385)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Sparkling in warm Indian Ocean, on a private peninsula wrapped in ribbons of sand, One&Only Le Saint Géran is a vibrant tropical playground where the marvels of Mauritius are revealed in ultimate style. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

About the Role

The Senior Spa Receptionist is responsible for driving 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, driving and delivering ESPA and Hotel brand standards. Provides support to the Spa Director as a Duty Manager and oversees the personnel management of the Spa Reception Team.

Key Duties and Responsibilities

• Drive revenue of treatments and spa programmes through ensuring effective scheduling and yield management.
• Maximise sales by driving up selling and cross sales by the Reservations Team.
• Strive to exceed personal and team sales targets and objectives as set by the Spa Operations Manager. 
• Play an active role in creating new initiatives in retail/booking incentives and cross selling promotions.
• Assist the Head therapist where required in calculating team incentives/commissions on a monthly basis, submitting to the Spa Director/Manager for approval.
• Accountable for tracking; monitoring; and developing ESPA Active Retail activity within the team.
• Ensure turn away business and repeat guests are accurately tracked by the Receptionist team through the Spa Software.
• Drive up selling of spa promotions whilst ensuring uptake is recorded.
• Liaise with other hotel departments to maximise revenue opportunities.
• Ensure correct billing procedures and reconciliation of funds on reception at the close of each shift and at the end of the day’s work.
• Responsible for maintaining an effective retail stock control system including monthly inventory and placing orders to par level.  Monitor theft activity as part of this process.  
• Adjust par levels and retail sales focus according to business needs and consumer demand.
• Be a constant presence at the spa reception taking regular walk rounds of all spa areas, ensuring interaction with guests and members.
• Lead by example by providing a warm welcome to clientele whilst striving to provide outstanding service.
• Conduct spa tours for VIPs, journalists and prospective members. Act as an Ambassador for the spa at all times.
• Deal with any client complaints promptly and effectively, ensuring client satisfaction and revenue is not jeopardised.  Record any grievances and follow up accordingly, communicating with the Spa operations Manager at all times. 
• Ensure receptionist regularly record guest preferences, accurately updating guest profiles.
• Ensure the facility is adequately manned at all times.  Oversee the smooth running of all business centres in the spa. 
• Inform the relevant department head of any complaints or issues regarding the Spa’s facility, taking action or recommending amendments if necessary.
• Responsible for Opening/Closing Procedures when on duty.
• Complete opening procedures and check lists per relevant area on a daily basis, reporting any housekeeping or maintenance issues to the relevant department and ensuring prompt resolution.
• Attend hotel morning meetings, taking up to date revenue figures from the spa, communicating the day’s business, guests and any relevant activities to other department heads.
• Carry out daily briefings with the entire spa team, communicating guest information, hotel news and revenue targets. 
• Maintain staff moral and council/motivate where necessary. Record, report and always attempt to resolve grievances as quickly as possible.
• Oversee attendance sheets, sick leave and holiday arrangements, ensuring adequate business cover is maintained.
• Hold monthly meetings with Receptionist Team to communicate, motivate and be aware of staff needs.
• Conduct effective inductions and ongoing training for all Receptionists in line with ESPA and Hotel brand standards, accurately recording and keeping Training Inventory Checklists for each team member.
• Support the spa reservation operation and maximise revenue opportunities and guest relations by undertaking reception and reservation duties as part of daily responsibilities.
• Regularly update manuals and workbooks to ensure that all operational procedures are carried out in the prescribed manner.
• Ensure that the spa and reception area is well merchandised, clean and free of clutter.
• Demonstrate a professional demeanour at all times, particularly with regard to punctuality, appearance and general manner.
• Work a flexible rota, including evening, early and weekend shifts.
• Ensure that a high standard of cleanliness and hygiene is maintained throughout the facility at all times.

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About You

The ideal candidate should have at least a high school in same field. The candidate should have at least 2 years of experience in the same role in an International Ultra-Luxury Resort and must be fluent in written and spoken English and French. The candidate should be computer literate.

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.