Hostess/Back Up Therapist - Constantia, Cape Town

Spa Hostess / Backup Therapist - Constantia Cape Town - R12240 a month CTC Role Purpose The Spa Hostess / Backup Therapist serves as the first point of contact for guests, providing a warm welcome and excellent customer service while supporting the sm...

Key Responsibilities Guest Service and Reception ▪ Welcome guests warmly and ensure they feel comfortable and valued. ▪ Manage guest check-in and check-out procedures accurately and efficiently. ▪ Manage spa appointments, including making, confirming, amending, and rescheduling bookings. ▪ Answer incoming telephone calls and respond to email and other guest enquiries professionally. ▪ Provide guests with accurate information regarding treatments, services, packages, facilities, and availability. ▪ Process guest payments and transactions accurately while maintaining confidentiality. Spa Operations Support ▪ Maintain a clean, organised, professional, and welcoming reception and waiting area. ▪ Coordinate effectively with therapists and management to ensure the smooth flow of daily spa operations. ▪ Assist with managing treatment schedules and minimising guest waiting times. ▪ Assist with monitoring stock levels and ensuring products, equipment, and supplies are available when required. ▪ Maintain accurate and up to date guest records, including treatment history, preferences, and special requests. Backup Therapist Responsibilities ▪ Provide professional spa and beauty treatments when required and within the scope of qualifications and experience. ▪ Perform treatments such as Swedish massage, deep tissue massage, body scrubs, facials, and other treatments for which the employee is appropriately trained and qualified. ▪ Consult with guests to understand their requirements and customise treatments accordingly. ▪ Maintain consistently high standards of treatment quality, hygiene, professionalism, and guest care. ▪ Prepare treatment rooms and equipment before treatments and ensure rooms are appropriately cleaned and reset afterwards. ▪ Provide guests with appropriate aftercare advice following treatments. ▪ Maintain and develop technical knowledge of treatments, products, techniques, and industry standards. Guest Experience and Satisfaction ▪ Ensure guests receive a professional, seamless, and memorable experience from arrival through to departure. ▪ Proactively identify and address guest needs, concerns, and feedback. ▪ Escort guests to and from treatment areas and other relevant spa or hospitality facilities where required. ▪ Explain available treatments, products, packages, and services to guests. ▪ Recommend suitable treatments, products, or upgrades based on guest requirements. ▪ Check in with guests during and after their experience to ensure satisfaction. Communication and Team Coordination ▪ Work collaboratively with reception staff, therapists, management, and other relevant team members. ▪ Communicate appointment changes, treatment requirements, guest preferences, and special requests clearly and promptly. ▪ Assist the team in managing last minute bookings, schedule changes, cancellations, and unexpected guest requests. ▪ Maintain a flexible and professional approach during busy periods and operational challenges. Accountability and Professionalism ▪ Maintain high standards of professionalism and customer service at all times. ▪ Represent the spa positively through professional conduct, appearance, communication, and service delivery. ▪ Maintain strict confidentiality regarding guest information, personal details, treatment records, and transactions. ▪ Follow all applicable spa policies, procedures, health and safety requirements, and hygiene standards. ▪ Take ownership of operational issues and guest concerns and ensure they are addressed promptly. Continuous Improvement and Development ▪ Encourage and respond positively to guest feedback. ▪ Identify opportunities to improve guest service and the efficiency of spa operations. ▪ Participate in relevant training, workshops, and professional development activities. ▪ Keep up to date with developments, trends, treatments, products, and techniques within the spa and beauty industry. Key Competencies ▪ Excellent customer service skills. ▪ Strong verbal and written communication skills. ▪ Professional and welcoming manner. ▪ Strong organisational and administrative skills. ▪ Attention to detail and accuracy. ▪ Ability to manage bookings and guest enquiries efficiently. ▪ Strong interpersonal and relationship building skills. ▪ Ability to work effectively as part of a team. ▪ Flexible and adaptable approach to changing operational requirements. ▪ Ability to remain calm and professional under pressure. ▪ Strong knowledge of spa and beauty treatments. ▪ High standards of personal presentation, hygiene, and professionalism. ▪ Commitment to guest satisfaction and service excellence. Working Relationships Internal: Spa management, therapists, reception staff, and other relevant departments. External: Guests, suppliers, service providers, and other relevant stakeholders.