To ensure a warm and welcoming environment for all guests, manage front desk operations efficiently, and actively drive spa sales and membership conversions while maintaining a high standard of customer service and professionalism.
Key Responsibilities:Guest Relations:
Greet all clients in a friendly, professional, and timely manner.
Understand client needs and preferences to ensure personalized service.
Handle check-in and check-out procedures with accuracy.
Respond to client inquiries, concerns, and feedback, ensuring prompt resolution.
Maintain a clean, welcoming reception area that reflects the spa's brand and values.
Manage appointment scheduling, client confirmations, and follow-ups.
Sales and Revenue:
Promote spa services, therapies, packages, and retail products effectively.
Convert walk-in and enquiry calls into bookings and sales.
Meet or exceed assigned monthly sales targets (including service up-selling and product sales).
Cross-sell membership packages and loyalty programs.
Track and report daily sales, leads, and conversion metrics to management.
Customer Database & Retention:
Maintain and update customer records in the spa software/CRM.
Implement follow-up calls/emails/messages to encourage repeat visits and referrals.
Actively contribute to customer retention initiatives, such as loyalty points or referral programs.
Operations & Coordination:
Coordinate with therapists and housekeeping for smooth daily operations.
Ensure therapists are aware of their bookings and client preferences.
Support Spa Manager in inventory tracking and front-desk supplies.
Maintain confidentiality and compliance with health & hygiene standards.
Skills & Qualifications:
Bachelor's degree or diploma in hospitality, wellness, or related field.
1-3 years of experience in guest relations/front office/sales in a spa, salon, or hotel.
Excellent communication and interpersonal skills.
Sales-driven mindset with a track record of meeting revenue targets.
Knowledge of spa services, treatments, and wellness concepts is a plus.