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 well.
• Treat members, guests & employees with fairness, integrity, positivity and consistency.
• Delivers a strong & consistent work ethic.
• Attends trainings and meetings as scheduled.
• Inspires greatness.

Daily Operations

• Act as support system to our Spa Manager/Director & staff.
• Independently handle difficult service situations as they occur, and demonstrate excellent communication and problem solving abilities with solid judgment.
• Ensures a positive client experience at all contact points.
• Administrative 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/Director.
• Promptly answer all incoming calls in a professional and concise manner, to ensure booking accuracy. Returning calls as needed for appointment changes and/or cancellations.
• Retail product sales required, to include staying abreast of products offered by manager-provided and self-education.
• Strong communication and teamwork with the Spa staff, establishing and maintaining the confidence of the staff.
• Thorough understanding of the opening and closing procedures.
• Thorough understanding of our operating system, and proactively communicate challenges and/or enhancements with supervisor.
• Thorough understanding and support of our online booking system, through both the client and employee perspectives, as well as of our booking and cancellation requirements.
• Non-member bookings must obtain a credit card on file during the booking process. 
• Answer all inquiries for Spa.
• Processing of credit cards and gift cards.
• Maintain employee bank and full responsibility of own cash handling and reconciliations.
• Offer clients beverage, robes, sandals, and any other comfort needs.
• Upkeep 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 towels.
• Strong communication with management for stock replenishment.
• Strong 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 presence.
• Follows dress code guidelines as outlined by Human Resources, to include wearing the name tag on the front right chest.
• Greets all clients with a prompt, warm, and professional welcome.
• Remains positive at all times.
• Cell phones and food is not permitted in view behind the desk.
• Personal issues should never be discussed with clients or co-workers while in the Spa, and should be redirected when/if necessary.
• Personal 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 start.
• Time clock use is required for shift start, breaks, and shift end.
• Email 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 service.
• Phone 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 stylist.
• Appointments should be confirmed with the client immediately upon booking to ensure accuracy.
• Appointment distribution must be handled fairly throughout the Spa.
• Cash handling and personal employee bank must be reconciled upon each shift.
• Communicate with co-worker when stepping away from the desk is necessary.
• Cell use is not permitted while on shift, in the Spa.
• Food should not be consumed while in the Spa. Our Place is provided for breaks.
• Ensure no employee other than the Manager/Director and Receptionists are behind the front desk.
• Clear communication with service provider on any appointment bookings, changes and/or cancellations.
• Attend meetings and trainings as communicated by the Spa Manager/Director.

Requirements

• Standing, sitting, smiling and communicating for sustained periods of time.
• Frequent lifting up to 25 pounds.
• Movement with fingers, hands, wrists and arms.
• Ability to grasp and reach, sometimes above shoulder level.
• Ability to stoop, kneel and crouch.

Qualifications

• Experience with working in a luxury, upscale environment with strong hospitality focus preferred.
• Ability to multitask, works well under pressure, and able to work in a fast paced environment.
• Ability to work weekends and be flexible with schedules.
• Exceptional organizational, written and oral communication skills.
• Ability to problem-solve on the spot.
• Must be able to sell Spa/Salon retail products.
• Microsoft Office Suite.
• Ability to type efficiently and adapt to comprehensive computer programs.
• Minimum three months’ Salon/Spa experience preferred, or comparable service environment.

Benefits

Time Off & Retirement

• Paid Time Off
• 401(k) with company match up to 3%
• Value Sharing (Profit sharing)
• Holiday Bonus
• Paid Parental Leave

Health & Wellness:

• Comprehensive health, vision, and dental insurance
• HSA and FSA enrollment options
• Short- & Long-Term Disability options
• Life Insurance: Basic coverage equivalent to annual income, with voluntary options for additional coverage
• Long-Term Care options: Coverage up to 50% of annual income
• Accident and Critical Illness Insurance
• EAP (Employee Assistance Program)
• Pet Insurance through MetLife

Employee Perks:

• Free workout privileges
• Employee discounts in the Pro Shop, Spa & Salon services and in the Market
• Parking and transit benefits (pre-tax deduction)
• Access to Tickets at Work discounts
• Tuition reimbursement

East Bank Club is an Equal Opportunity Employer and drug/smoke-free workplace.