Job Description

SPA Concierge (Local Hire)

Department: Spa & Recreation

Employment Type: Fixed Term - Full Time

Location: Ghana - Accra

To take 100% responsibility to ensure you deliver and exceed the guests’ expectations in accordance with Resense’s spa vision, core values and all related brand standards, procedures and policies.

Key Responsibilities

• To deliver the whole spa experience to a high standard and ensure the guests’ needs are cared for in alignment with Resense training and all standard operating procedures. ‘Care for the guests’ from beginning to end.
• To ‘connect’ and communicate with your guests. Get to know and understand them and record preferences and information as required.
• Go above and beyond to accommodate guests’ needs and requests.
• Greet all clients with name recognition, a welcoming smile and a clear but soft tone of voice.
• To engage directly with the guest, LISTEN and anticipate their needs with genuine and sincere attitude.
• Be fully knowledgeable of Resense Spa treatments, services and products, able to advise guests as to the relevance and suitability of treatments according to the guest’s needs.
• To consult and advise guests as to a sequence of treatments or a programme in both the spa & fitness.
• To recognize and acknowledge all spa and fitness guests and members, remembering their names and any other relevant details.
• To organize scheduling to maximize use of time and profitability whilst ensuring that the client’s needs are of first importance.
• To co-ordinate guests. Consultation records with the Therapists.
• Respond to guest’s bookings and queries in a professional manner.
• Promote and up-sell spa services and retail sales.
• Record reservations and manage the appointment schedule ensuring the update and management of client profiles.
• Conduct confirmation calls.
• To be 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.
• Complete daily opening procedures and check lists per relevant area daily.
• Ensure the reception area is clean and presentable at all times.
• Coordinate availability of treatments and staff to ensure prompt service according to the relevant skills of the therapists.
• Assist with administration duties such as, purchasing, receiving and inventory reporting.
• To have a professional attitude at all times, particularly with regard to punctuality, appearance and general manner.
• To ensure that all administrative procedures run professionally and prepare daily reports as required.
• To supervise and conduct the safety of users and equipment in the spa and receive training to ensure that all relevant legislation pertaining to the Health and Safety and Health and Hygiene standards are implemented and monitored within the spa.
• To recognize the importance of ‘‘connecting with the guest’ in every aspect of your role.
• Must attend all training courses as deemed necessary by the Spa Manager.
• To participate in training and personal development programs within the spa..
• To perform any other duties deemed reasonable by Management.
• To be responsible for preparing the reception for the next shift.
• Ensuring all messages have been passed on before leaving and that adequate supplies of all public information material are available..

Skills, Knowledge & Expertise

• Bachelor's Degree in Business Administration or related field
• Sales and/or customer service training an advantage.
• Knowledge of Natural Therapies. (Preferable)
• One (1) year reception experience in an international SPA.
• Client facing experience within reception or front of house.
• Telephone system operations.
• Business writing and Industry analysis.
• Public relations and marketing.
• Stock and retail management.
• High levels of customer service.
• Strong management skills and ability to inspire those in others
• Experience in revenue management would be an advantage
• Analytical and problem solving skills and execution of work
• Excellent communication and interpersonal skills with superb presentation and grooming
• Computer literate with experience of ‘in house’ booking/database systems (Opera).
• Desktop publishing an advantage.
  
  

To fill this position the candidate must identify with the Kempinski core values, in addition they should be especially:

• People Oriented
• Passionate for European luxury
• Entrepreneurial
• Straightforward