Spa Receptionist

The Spa Receptionist will help foster the culture through self-leadership, passion, integrity, creativity and hospitality. The Receptionist supports the Spa Manager/Director, and ensures the client receives a warm, friendly, and professional interaction on every visit. The Receptionist is responsible to stay abreast of all Spa events, provider preferences and Spa offerings. The Receptionist ensures proper bookings within the Spa, and maintains strong and professional communications with managers, employees and clients. Rate of Pay: $20.00 per hour, plus 5% commission. This is role is considered entry-level. Flexibility with early mornings and weekends required. Must be able to adapt to changing schedule. Key Responsibilities: Customer Service/Leadership Provide quality customer service to all clients to ensure we deliver high level of hospitality & integrity, while providing a world-class experience, to help our members live wellTreat members, guests & employees with fairness, integrity, positivity and consistencyDelivers a strong & consistent work ethicAttends trainings and meetings as scheduledInspires greatness Daily Operations Act as support system to our Spa Manager/Director & staffIndependently handle difficult service situations as they occur, and demonstrate excellent communication and problem solving abilities with solid judgmentEnsures a positive client experience at all contact pointsAdministrative work to include but not be limited to: cash handling and payment transaction accuracy, booking accuracy, order receiving, inventory support and assistance, stocking and display of products, and other administrative tasks as assigned by the Manager/DirectorPromptly answer all incoming calls in a professional and concise manner, to ensure booking accuracy. Returning calls as needed for appointment changes and/or cancellationsRetail product sales required, to include staying abreast of products offered by manager-provided and self-educationStrong communication and teamwork with the Spa staff, establishing and maintaining the confidence of the staffThorough understanding of the opening and closing proceduresThorough understanding of our operating system, and proactively communicate challenges and/or enhancements with supervisorThorough understanding and support of our online booking system, through both the client and employee perspectives, as well as of our booking and cancellation requirementsNon-member bookings must obtain a credit card on file during the booking process. Answer all inquiries for SpaProcessing of credit cards and gift cardsMaintain employee bank and full responsibility of own cash handling and reconciliationsOffer clients beverage, robes, sandals, and any other comfort needsUpkeep of overall Spa cleanliness, to include but not be limited to straightening furniture, beverage station, counter tops, tool sanitization, retail displays, storage areas, room cleanliness & maintaining standards, pick up of towels, trash and magazines, and front desk organization. Stocking all Spa supplies necessary to include, but not be limited to back bar product needs, retail displays, robes, sandals, tools and towelsStrong communication with management for stock replenishmentStrong communication with Manager/Director for any extraordinary situations and/or conversations that may occur within the Spa Presence Present a professional image with appropriate hair, make-up (if applicable), and attire, as well as overall presenceFollows dress code guidelines as outlined by Human Resources, to include wearing the name tag on the front right chestGreets all clients with a prompt, warm, and professional welcomeRemains positive at all timesCell phones and food is not permitted in view behind the deskPersonal issues should never be discussed with clients or co-workers while in the Spa, and should be redirected when/if necessaryPersonal belongings should be completely tucked away at all times while in the Spa. Speak in a soft tone while in the Spa Shift Preparation Arrives no less than 5 minutes before shift start, and no more than 15 minutes prior to shift startTime clock use is required for shift start, breaks, and shift endEmail should be checked and responded to upon shift arrival, and throughout shift as needed Accountabilities All bookings must include the guest name, member number (if applicable), phone number and servicePhone calls must be promptly answered with professionalism and consistency, to include following phone scripts for new clients, to ensure qualifying questions are thoroughly answered for proper booking of service with the appropriate stylistAppointments should be confirmed with the client immediately upon booking to ensure accuracyAppointment distribution must be handled fairly throughout the SpaCash handling and personal employee bank must be reconciled upon each shiftCommunicate with co-worker when stepping away from the desk is necessaryCell use is not permitted while on shift, in the SpaFood should not be consumed while in the Spa. Our Place is provided for breaksEnsure no employee other than the Manager/Director and Receptionists are behind the front deskClear communication with service provider on any appointment bookings, changes and/or cancellationsAttend meetings and trainings as communicated by the Spa Manager/Director Requirements Standing, sitting, smiling and communicating for sustained periods of timeFrequent lifting up to 25 poundsMovement with fingers, hands, wrists and armsAbility to grasp and reach, sometimes above shoulder levelAbility to stoop, kneel and crouch Qualifications Experience with working in a luxury, upscale environment with strong hospitality focus preferredAbility to multitask, works well under pressure, and able to work in a fast paced environmentAbility to work weekends and be flexible with schedulesExceptional organizational, written and oral communication skills. Ability to problem-solve on the spotMust be able to sell Spa/Salon retail productsMicrosoft Office SuiteAbility to type efficiently and adapt to comprehensive computer programsMinimum three months' Salon/Spa experience preferred, or comparable service environment. Benefits Time Off & Retirement Paid Time Off401(k) with company match up to 3%Value Sharing (Profit sharing)Holiday BonusPaid Parental Leave Health & Wellness: Comprehensive health, vision, and dental insuranceHSA and FSA enrollment optionsShort- & Long-Term Disability optionsLife Insurance: Basic coverage equivalent to annual income, with voluntary options for additional coverageLong-Term Care options: Coverage up to 50% of annual incomeAccident and Critical Illness InsuranceEAP (Employee Assistance Program)Pet Insurance through MetLife Employee Perks: Free workout privilegesEmployee discounts in the Pro Shop, Spa & Salon services and in the MarketParking and transit benefits (pre-tax deduction)Access to Tickets at Work discountsTuition reimbursement East Bank Club is an Equal Opportunity Employer and drug/smoke-free workplace.