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Job Summary
Duties:Ensure seamless guest service and professional front-of-house operations.
Optimise Spa bookings to maximise treatment room utilisation and revenue.
Maintain accurate administrative records and reporting for the Spa Manager.
Supervise and mentor Spa reception staff to uphold professionalism and service excellence.
Implement and maintain hospitality standards, ensuring consistency and guest satisfaction.
Supervise, train, and schedule Spa reception staff to maintain efficiency and service excellence.
Manage all reservations, cancellations, and confirmations through the Spa software system (e.g., Premier Spa, ESP, or similar).
Welcome guests, provide accurate treatment information, and ensure smooth check-in and check-out procedures.
Handle guest complaints or queries politely, efficiently, and in line with company policy.
Coordinate with therapists, housekeeping, and other departments to ensure seamless service flow.
Oversee financial transactions, including payments and daily cash-ups, ensuring accuracy and compliance.
Maintain administrative records, prepare daily, weekly, and monthly front-office reports for the Spa Manager.
Monitor stock levels of Spa-related retail and operational items, reporting shortages timeously.
Ensure compliance with health, safety, and hygiene standards within the reception area.
Assist in implementing marketing promotions, retail product displays, and Spa membership initiatives.
Requirements:
National Senior Certificate (Matric)
Diploma or certificate in Hospitality Management, Spa Management, or related field.
Minimum of 3–5 years’ experience in Spa or hospitality front desk operations, preferably in a four or five-star environment.
At least 2 years’ supervisory or team-leading experience.
Additional customer service or leadership training will be advantageous.
In-depth understanding of Spa operations and wellness service protocols.
Knowledge of luxury hospitality service standards.
Strong familiarity with booking and point-of-sale software (e.g., ESP Systems, Opera, or similar).
English proficiency
Exceptional communication and interpersonal skills.
Superior organisation and coordination abilities.
High proficiency in MS Office Suite (Excel, Word, Outlook).
Competence in handling confidential guest information.
Energetic, committed, and collaborative team player.
Self-motivated and hard working with strong work ethic.
Must be available after hours and over weekends.
Professional appearance and grooming in line with luxury Spa standards.
Warm, engaging, and service-oriented demeanour.
Strong sense of responsibility, reliability, and attention to detail.
Positive attitude under pressure with proven problem-solving ability.
Craven Cottage CC
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