Position Title: Salon & Spa Receptionist
Reports To: Salon & Spa Manager and Supervisor
Supervises: N/A
Summary of Position
The Spa & Salon Receptionist will answer telephone calls as well as welcome and greet clients warmly, and ensure that they feel comfortable and happy on their visit.
Key Responsibilities and Performance/Behaviors
- Can explain and demonstrate Hospitality Behaviors and Performance Standards.
- Understands where to get the information needed to complete tasks to standard.
- Can explain and demonstrate technical skills used to complete tasks to standard.
- Can explain or demonstrate the behavioral values or standards needed to complete tasks to standard.
- Understands how to take ownership of problems and solve them when solutions may not be available.
- Can explain how to request help from others when needed to complete task or goal.
- Has complete knowledge and can tell others of IMGR&C products and services.
- Provide guests with directions or other venue information. Act upon all comments/complaints in a prompt, professional and friendly manner.
- Performance meets expected end results and standards in Key Responsibilities and those listed on technical / operational SOP’s and task lists.
- Responds to obstacles; finds new ways to reach desired end results.
- In absence of guidance, acts and takes charge to respond to guest or internal customer needs.
- Responds to change by quickly applying talent and skills in a positive way to succeed.
- Supports achievement of Quality Goal; “Do it right the first time.”
- Acts to protect and preserve property of IMGR&C. All areas, equipment and furnishings are kept exceptionally neat, clean and in good repair.
- Makes suggestions to improve performance.
- Behavior meets IMGR&C standards (Mission, Values, Hospitality Behaviors, Customer Recovery Skills).
- Approaches all activities with enthusiasm and encourages enthusiasm from others.
- Chooses a positive approach in all situations.
- Respects individuality of others; continues to communicate in order to work together.
- Speaks positively about guests, other team members and our business in all situations on and off property.
- Treats other with respect in all situations.
- Serves others.
- Identifies and can communicate needs of guests and others.
- Takes quick action to serve others in a way that meets/exceeds their needs.
- Identifies ways to improve individual or team’s service to others.
- Provides service outside job responsibilities if needed to help resort succeed.
- Takes ownership of guest problem(s) until it is solved.
- Meets IMGR&C Appearance standards.
- Professionally supports IMGR&C reputation and image in all situations, on and off property.
- Meets IMG&C policy for attendance.
- Informs supervisor of future absence as far in advance as possible.
- Required to work all Marketing Special Events and Concerts.
- Provides information others need to succeed, in time for them to use it.
- Shares with next shift the information needed for them to succeed.
- Listens to others without interruption; acts on their feedback when possible.
- Asks questions to better understand expectations of others.
- Reports all guest complaints and compliments to Supervisor or Manager.
- Reports all situations to Supervisor or Manager where resort grounds or equipment do not meet IMGR&C standards.
- Puts Success of team ahead of personal success.
- Helps other team members succeed without being asked.
- Takes action to resolve conflict between individuals.
- Helps other departments achieve success.
- Reports ideas to increase team success and guest satisfaction to Supervisor or Manager.
- Does whatever is necessary to help department and resort success.
- Contributes ideas that support progress and success at shift, team and departmental meetings.
- Essential Duties and Responsibilities include the following and are subject to change at management’s discretion:
- Provide guidance to clients on the procedures at the spa and salon Answer telephone calls and provide accurate information to clients.
- Keep the reception area clean and conducive for clients as they wait for their turn to be attended too.
- Introduce new beauty products to clients and educate them on their uses and benefits.
- Keep clients updated on currently available promotions and discounts in services offered in the Spa and Salon.
- Process payments from clients for services ordered from the spa and salon.
- Keep register of long and existing clients for them to enjoy benefits given to loyal customers.
- Give appointments to clients on specific days.
- Open and close the spa at the appropriate time.
- Ensure that the front desk is clean and organized for free movement.
- Assist in getting client feedback on level of services delivered in order to improve on service delivery.
- Inform staff members of appointments that have been canceled by clients, and also alert.
- Staff members of the arrival of clients who come without prior appointments.
- Assist in developing promotional events, which focus on increasing the clientele of the spa manage the visitor register to keep record of people who visit the spa on a daily basis Receive customer complaints and feedback and direct them to appropriate offices for resolution.
- The receptionist also has the responsibility to promote the image of his/her organization by Ensuring they look good at all times to give customers a positive impression about the Spa and salon. He/she must pay attention to his/her appearance and dress in a moderately attractive manner to sell the image of the company to new and existing clients. In order to protect the integrity of the spa, the receptionist is to ensure that clients are treated equally by ensuring that they are attended to on a first come, first serve basis.
- Supervisory Responsibilities
- Education and/or Experience Requirements
Meets IMGR&C Values that are reflected in the letters A-P-A-C-H-E, Accountability, Productivity, Acceptance, Communication, Hospitality, and Enthusiasm. Approaches all activities with enthusiasm and encourages enthusiasm from others. Chooses a positive approach in all situations. Treats others with respect in all situations. Works in collaboration with other Team Members to achieve event goals, exemplifies teamwork.
- Friendly and professional demeanor. Must have excellent phone etiquette and possess strong knowledge of how computers work, as well as the ability to use MS Office package to process and store information. Excellent multitasking skills to successfully handle several assignments together. Possess strong organizational skills required for achieving efficiency on the job. Good knowledge of beauty products to be able to promote them to clients. Excellent communication skills needed for effective discussions with clients to promote the Spa’s products and services to them. Able and willing to work flexible schedule. Must obtain a NM Alcohol licenses. Move, lift, carry, push, pull and place objects weighing less than or equal to 20 pounds without assistance. Perform other essential duties as requested by the Spa Manager. High School Diploma or General Education Diploma (GED). Must have a proven record of dependability of performance.
The physical demands described here are representative of those that must be met by a team member to successfully perform the essential duties of this position.
While performing the duties of this position, the team member is frequently required to stand, walk, use hands, to finger, handle or feel, reach with hands and arms, stoop, kneel, crouch, or crawl, talk or hear. Must be able to use hand held communications devices. The team member must occasionally lift and/or move up to 50 pounds. The team member must be able to stand for several hours.
The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this position.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
