SPA Reception

Company Description

From high-octane lobby socialising to events, celebrations, and business conclaves, every venue pulses to the electric Mondrian beat. With food and nightlife venues spread across eight different locations on the property, there is nothing like Mondrian Doha in the entire region.

Job Description

• Answer the phone promptly and use the guest’s name throughout the phone conversation
• Acknowledge and greet everyone who enters and leaves spa failities
• Handle guests’ questions and concerns professionally and courteously
• Provide accurate, appropriate and immediate responses to all requests by guests, ensuring complete guest satisfaction
• Be responsible for scheduling tours, spa day packages, treatments and personal training
• Carry out spa tours and spa consultations with guests and members, giving personalized advice and promote facilities, treatments and products
• Be responsible for the sale of gift vouchers and their redemption
• Be responsible for pre and post treatment advice for clients when booking appointments
• Be responsible for stating important contraindications when booking appointments
• Schedule bookings for the members and guests to the required standard
• Ensure that all new clients fill in a spa consultation card and keep this record updated with current information
• Ensure that all spa reception areas are maintained to high standards of cleanliness
• Ensure that all equipment is serviced as part of a preventative maintenance program
• Be responsible for achieving retail sales
• Be responsible for processing bill payments and receipts
• Be an example to the staff of personalized service, positive attitude and professionalism
• Assist during spa promotions and events
• Ensure all displays are changed regularly
• Properly open and close spa each day according to Standard Operating Procedures
• Utilize spa computers with skill and proficiency
• Maintain a Spa Desk Bank
• Actively promote the spa, treatments, services, sessions and retail, as well as programs, promotions and/or discounts available
• Maintain a clean; safe, fully stocked and well organized work area
• Maintain a positive attitude and contribute toward a quality work environment
• Assist in all areas of spa operation as requested by management
• Communicate to management any and all occurrences involving staff or guests in the spa that require attention
• Be responsible for all retail stock security
• Be responsible for recording all the necessary information in the spa soft computer system
• Be responsible for cancellation bookings and waiting list for members and guests
• Be responsible for recording member and guest comments
• Monitor usage of the facilities and type of usage
• Ensure correct records are kept for member and guest visits, treatments and purchases
• Be responsible for all daily takings and usage reports

Qualifications

• Arabic Speaker is highly preferred
• Minimum of 7 years’ experience within a 5* or Luxury hotel SPA or hotel reception (can be customer services as well) working with Opera  
• Minimum of 1 year in-charge/coordinator of the SPA reception will be a plus
• High school diploma is required
• Aware and experience needed taking and handling Inventories of medium to large Retail areas
• Excellent customer service and phone skills
• Able to handle Daily, Weekly and Month End reports