At The Johnstown Estate, we do warm, authentic welcomes particularly well, and constantly strive to deliver a polished service, guest comfort and excellence in everything we do. Our values of Passion,
Customer Focus, Teamwork and Integrity are always forefront in our minds as we passionately care about our guest experience and are committed to being the best in all we do. We are also committed to training and developing our team members and ensuring their journey with us inspires them each day.
Duties and Responsibilities of the Role:
- Manage incoming inquiries and reservation requests.
- Provide detailed information about spa treatments, packages, prices, availability, and special offers.
- Efficiently book appointments based on guest preferences and availability, ensuring accuracy and attention to detail.
- Deliver exceptional customer service by addressing guests' questions, concerns, and special requests promptly and professionally.
- Anticipate and fulfil guests' needs to ensure a personalized and memorable spa experience.
- Offer personalized recommendations for spa packages and treatments based on guests' preferences, needs, and budget.
- Upsell additional services and products to enhance the guest experience and increase revenue.
- Maintain an organized and up-to-date reservation system, ensuring accuracy and efficiency in managing bookings.
- Monitor and manage spa appointment schedules to optimize therapist availability and guest flow.
- Handle spa appointment cancellations and rescheduling requests with empathy and understanding.
- Follow the spa's cancellation policy and manage any associated charges or fees.
- Stay updated on the spa's services, treatments, and promotions to provide accurate and current information to guests.
Requirements for the role:
- Previous experience in a customer service role, preferably in a spa, hotel, or hospitality environment.
- Excellent communication and interpersonal skills to interact with guests and colleagues effectively.
- Strong organizational skills to manage multiple reservations and appointments efficiently.
- Knowledge of spa services and treatments is advantageous but not always required; willingness to learn is essential.
- Familiarity with reservation software or spa management systems.
- Ability to work flexible hours, including weekends and holidays, to accommodate spa operations