Spa Receptionist

Role Overview

Spa Receptionist at Accor's Mondrian Doha, located in Doha. This role is the front-facing hub of the spa, managing guest interactions, treatment bookings, retail sales, and operational excellence across multiple spa facilities on the property.

Company Overview

Mondrian Doha is a high-energy lifestyle hotel featuring food and nightlife venues spread across eight different locations on the property, operating under the Accor brand.

Role Purpose

To deliver exceptional guest experiences at spa reception by managing bookings, providing personalized consultations, processing transactions, maintaining facility standards, and actively promoting spa services and retail offerings.

Key Responsibilities

Guest Relations & Service

• Answer the phone promptly and use the guest's name throughout the phone conversation.
• Acknowledge and greet everyone who enters and leaves spa facilities.
• Maintain eye contact when addressing external and internal guests.
• Handle guests' questions and concerns professionally and courteously.
• Provide accurate, appropriate and immediate responses to all requests by guests, ensuring complete guest satisfaction.
• Be an example to staff of personalized service, positive attitude and professionalism.
• Maintain a positive attitude and contribute toward a quality work environment.

Bookings & Scheduling

• Schedule tours, spa day packages, treatments and personal training.
• Schedule bookings for the members and guests to the required standard.
• Carry out spa tours and spa consultations with guests and members, giving personalized advice and promote facilities, treatments and products.
• Provide pre and post treatment advice for clients when booking appointments.
• State important contraindications when booking appointments.
• Manage cancellation bookings and waiting list for members and guests.

Client Records & Systems

• Ensure that all new clients fill in a spa consultation card and keep this record updated with current information on the Spa Soft system.
• Record all the necessary information in the spa Book4Time computer system.
• Record member and guest comments.
• Keep correct records for member and guest visits, treatments and purchases.
• Utilize spa computers with skill and proficiency.

Retail & Sales

• Responsible for the sale of gift vouchers and their redemption.
• Achieve retail sales targets.
• Actively promote the spa, treatments, services, sessions and retail, as well as programs, promotions and/or discounts available.
• Responsible for all retail stock security.

Financial Management

• Process bill payments and receipts.
• Maintain a Spa Desk Bank.
• Responsible for all daily takings and usage reports.

Facility Maintenance & Operations

• Ensure that all spa reception areas are maintained to high standards of cleanliness.
• Ensure that all equipment is serviced as part of a preventative maintenance program.
• Maintain a clean, safe, fully stocked and well organized work area.
• Properly open and close spa each day according to Standard Operating Procedures.
• Be on time for your shift.
• Remain at assigned post for extended periods of time.

Promotions & Displays

• Assist during spa promotions and events.
• Ensure all displays are changed regularly.

Reporting & Compliance

• Monitor usage of the facilities and type of usage.
• Communicate to management any and all occurrences involving staff or guests in the spa that require attention.
• Record usage reports.

Staff Development & Training

• Attend spa staff meetings.
• Regularly attend, participate in and support training and staff meetings for the spa.
• Attend required training courses and seminars.
• Develop ability to work without constant direct supervision.

Operational Support

• Assist in all areas of spa operation as requested by management.

Skills & Competencies

• Proficient use of spa computer systems, including Spa Soft and Book4Time.
• Strong phone etiquette and verbal communication.
• Ability to provide personalized guest consultations.
• Retail sales and promotion skills.
• Cash handling and financial processing.
• Attention to detail for record-keeping and client information management.
• Ability to work independently and remain focused for extended periods.
• Positive attitude and professional demeanor.
• Multitasking and organizational capability.