Constantia: Spa Reservationist I Back-Up Therapist (Luxury Spa) – Constantia posted by Phoenix Recruitment

Spa at a Luxury Hotel in Constantia, Cape Town is looking for Spa Reservationist I Back-up Therapist who will be the first point of contact for guests, creating a seamless and welcoming booking journey . The suitable candidate will be the welcoming face of the spa and provide essential administrative support while also being trained to offer therapeutic services when needed. Duties: Guest Service & Reception: Greet guests with a warm, welcoming demeanour and ensure they feel comfortable and valued as soon as they arrive. Assist guests with check-in, provide information on services, treatments, and pricing, and recommend services based on their needs and preferences. Respond to guest inquiries via phone, email, and in-person, providing accurate information about the spa’s offerings, availability, and promotions. Schedule and confirm appointments for spa services, ensuring correct booking details and managing cancellations or changes efficiently. Handle guest payments and billing, ensuring accuracy and confidentiality in all transactions. Operational Support: Maintain an organized, tidy, and welcoming front desk and reception area. Coordinate with therapists and other spa staff to ensure seamless service delivery, including alerting therapists of incoming guests or changes in appointments. Monitor the spa’s schedule and ensure it runs smoothly, helping to optimize booking efficiency and minimize wait times for guests. Maintain accurate guest records, including preferences, treatment history, and special requests, to help personalize future visits. Backup Therapy (When Needed): Provide therapeutic treatments to guests during peak times or when therapists are unavailable due to illness, vacation, or other staffing needs. Perform various therapeutic services based on training and expertise. Ensure all treatments are personalized based on guest needs, maintaining the high-quality service standards of the spa. Stay updated on treatment techniques and spa protocols to ensure quality and safety. Provide guests with aftercare advice and recommend appropriate home-care products, ensuring their experience is complete and fulfilling. Guest Satisfaction & Experience: Ensure that each guest has a positive and memorable experience, from their first interaction to their departure. Proactively engage with guests to gauge satisfaction, address concerns, and ensure all feedback is shared with the appropriate team members. Assist guests in choosing appropriate services or packages that align with their wellness goals. Promote spa products, services, and memberships, assisting with upselling and cross-selling while prioritizing the guest’s best interests. Communication & Team Coordination: Collaborate with spa therapists and management to ensure consistent communication and smooth operational flow. Provide guests with accurate pre- and post-treatment instructions or information, ensuring that guests understand how to prepare for or follow up on treatments. Maintain effective communication between reception and the back-of-house team, ensuring all necessary supplies and treatments are ready for guests. Accountability & Professionalism: Maintain confidentiality and professionalism at all times, particularly when handling sensitive guest information or concerns. Ensure a high standard of professionalism, representing the spa’s values and principles in all guest interactions and internal communications. Take responsibility for managing the front desk operations, ensuring no detail is overlooked, and addressing issues proactively. Continuous Improvement & Feedback: Actively invite feedback from guests to enhance the guest experience and contribute ideas for improvement to the management team. Learn from experiences and apply lessons to continually improve guest service and front desk operations. Stay informed about new spa treatments, services, and products to provide the most accurate information and recommendations to guests. Requirements: Grade 12 Somatology qualification / ITEC / SAAHA / CIDESCO Minimum Work Experience 2-3 years’ experience in a Beauty Therapist capacity