Lead Spa Receptionist

About the role

Welcome to Pyramid Global Hospitality, where people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships. Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers. Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences.

Position Responsibilities

• Lead by example, embodying the property's core service standards and brand attributes while ensuring that luxury service delivery remains consistent and proactive.
• Take ownership of guest engagement, setting a leadership standard by greeting, interacting, and assisting all guests in a professional manner.
• Foster a cooperative and harmonious spa environment through team-driven solutions.
• Proactively manage team performance in fast-paced situations, using sound judgment and effective multitasking skills to keep operations running smoothly.
• Serve as the primary point of contact for guests' needs, ensuring the team addresses concerns or special requests promptly and efficiently.
• Serve as a coach and mentor, supporting the ongoing professional development and growth of the spa receptionist team.
• Maintain awareness of upcoming appointments and daily schedules, ensuring open availability and efficient service.
• Support spa operations by ensuring the cleanliness of the bridal suite, lounge area, bathrooms, fitness center, and other areas within the department.
• Process room charges and credit card transactions for services and retail purchases accurately and efficiently.
• Ensure proficiency in the use of spa POS and online booking platforms, leading training and maintaining operational efficiency.
• Anticipate guests' needs, respond promptly, and ensure all interactions result in positive guest relations, even during busy periods.
• Ensure cleanliness, sanitation, and organization of assigned work areas, maintaining high standards of hygiene and professionalism.
• Stay aligned with departmental and resort goals, actively contributing to their achievement.
• Report defects or operational issues within the spa to management, ensuring timely resolution.
• Adhere to all guidelines of the Team Member Handbook, promoting a culture of compliance and professionalism.
• Ensure the proper use and maintenance of resort property and equipment, safeguarding assets responsibly.

Qualifications

• A High School Diploma, GED, or equivalent.
• Minimum 21 years of age.
• Minimum of two (2) years' experience in guest service in a luxury resort, day spa or hotel environment.
• Minimum of one (1) year of Point of Sale and booking/scheduling experience.
• Minimum of one (1) year of supervisory/leadership experience.
• Minimum of one (1) year of experience handling the monitoring of multiple phone lines/customer service.
• Working knowledge of Microsoft Office.
• Ability to function well under pressure, manage multiple priorities, and meet established deadlines.
• Mature personal discretion and sound judgment.
• Strong organizational skills with particular attention to quality and detail.
• Interpersonal skills to deal effectively with all contacts.
• Adept at engaging with guests in a professional and effective manner.
• Professional appearance and demeanor.
• Availability to work flexible hours, including weekends and holidays.
• Ability to communicate clearly in English, with strong written and verbal abilities.
• Previous experience working in a similar resort setting.
• Proficient in Microsoft Office applications.
• Capable of performing effectively under pressure, managing multiple tasks, and meeting deadlines with ease.
• Demonstrate sound judgment and maintain a high level of personal discretion.
• Strong organizational skills with keen attention to detail and quality.
• Adept at engaging with business contacts in a professional and effective manner.
• Exceptional guest service skills, consistently delivering an outstanding experience.