Spa Receptionist at Island Spa & Sauna

Founded by a passionate team and upholding Korean jjimjilbang culture, we've grown into a family-oriented space focused on creativity, exceptional service, and treating guests like family. Island Spa & Sauna is dedicated to providing a space that's a home away from home. Join us in shaping our industry and sharing our values.

Job Summary

Manage the day-to-day responsibilities associated with accommodating guests' spa service needs. Responsible for the Massage, VIP Treatment, and Skin Care reception area.

General Accountabilities

• Greet and direct guests to therapy and service rooms.
• Review guest intake forms before services and require guests to complete forms as needed.
• Relay pertinent guest information and requests to therapists before services.
• Perform occasional facility walkthroughs during downtime.
• Schedule, cancel, and confirm reservations.
• Locate guests that are checked in but have not arrived for their appointment.
• Keep track of services on Booker and record them on the turning sheet to ensure fair distribution between therapists.
• Make courtesy calls to guests that have not checked in a half an hour before their appointment.
• Send early text reminders to guests regarding their appointment on the day of their appointment.
• Keep record of occupied and unoccupied service rooms.
• Accurately record guest assigned bracelet numbers on the turning sheet for payment at the end of their stay.
• Adhere to the uniform policy and maintain a high standard of appearance, professionalism, and personal hygiene.
• Develop and maintain a positive work environment with others.
• Utilize Customer Relationship Management (CRM) software to address and record guest suggestions, complaints, concerns, and comments.
• Complete daily opening and closing procedures and checklists.
• Handle guest complaints or concerns within scope of authority and seek help from a Floor Manager if needed.
• Uphold and enforce Island Spa rules and regulations.
• Be available and respond to inquiries and requests from guests pertaining to spa services, facility accommodations, and Island Spa policies and procedures.
• Stay in constant communication with other departments and staff on Slack.
• Communicate with floor employees using a radio while applying Island Spa radio etiquette.
• Hold full understanding of services, special promotions, and packages offered by Island Spa.
• Drive sales for products and services offered by Island Spa.
• Comply with quality assurance standards and expectations.
• Maintain a neat, tidy, and sanitary work area in accordance with Island Spa Health and Safety standards.
• Attend quarterly department meetings outside of Island Spa operation hours.
• Be able to work flexible hours, varied shifts and days, including holidays and weekends.
• Adhere to the scheduling policy.

Job Qualifications

• Minimum Education: High School Diploma or equivalent.
• Minimum Experience: Some previous work-related experience in customer service.

Skills

• Ability to use computers and appointment management software.
• Ability to troubleshoot spa equipment (showers, tubs, pools, etc.).
• Audio/visual aid proficiency (television, radio, iPad, etc. when applicable).
• Must possess excellent written and verbal communication skills.

Availability

• Weekends are mandatory due to the nature of our business.