Spa Hostess / Backup Therapist - Constantia Cape Town

Introduction

Spa Hostess / Backup Therapist - Constantia Cape Town - R12240 a month CTC

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 smooth operation of the spa.

The role combines front-of-house and administrative responsibilities with hands-on therapy services when required. The successful candidate will manage bookings, guest enquiries, payments, guest records, and general reception duties, while also providing professional spa treatments during busy periods, staff shortages, or as operationally required.

This versatile role contributes to a seamless, professional, and enjoyable guest experience while supporting the wider spa team.

Duties & Responsibilities

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.

Desired Experience & Qualification

Minimum Education and Qualifications

Requirement Details

Minimum Education: Grade 12

Additional Qualifications: Somatology qualification, ITEC, SAAHA, CIDESCO, or equivalent

Minimum Experience: 2 to 3 years' experience in a Beauty Therapist or Spa Therapist capacity

Package & Remuneration

R12240 a month CTC