Spa Therapist

RBH; Chatham; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading hospitality company in Chatham is seeking dedicated spa staff who demonstrate exceptional customer service. Responsibilities include maintaining hygiene standards, training new team members, and ensuring guest satisfaction. This role is pivotal in delivering a welcoming atmosphere and maximizing service opportunities. A flexible approach is required to meet operational needs.

Responsibilities

• Handle guest enquiries and concerns with exceptional service.
• Collaborate with Spa Manager and team for effective coordination.
• Maintain treatment rooms to highest cleanliness standards.
• Provide training on guest interaction and product knowledge.
• Address guest complaints promptly and professionally.

Skills

Customer service skills

Team collaboration

Product knowledge

Hygiene standards

Guest interaction

Job description

Duties & Responsibilities

PEOPLE

• Demonstrate exceptional customer service skills in handling guest enquiries, requests, and concerns, consistently exceeding guest expectations.
• Collaborate closely with the Spa Manager and other team members to ensure effective communication and coordination within the spa and leisure department.
• Fostering a welcoming atmosphere at the spa area, embodying a culture of hospitality and professionalism.
• Provide guidance and support to new team members during their onboarding process, aiding in their understanding of company policies, procedures, and service standards.
• Participate actively in RBH's comprehensive induction program, completing assigned modules to uphold RBH standards and enhance professional development.
• To always maintain personal hygiene standards.

PROFIT

• To learn all product knowledge to aid in promoting products and services.
• To adhere to any sales initiatives all company sales initiatives to increase the upsell of sales opportunities.
• Maximise revenue opportunities by upselling hotel amenities, services, and the food & beverage options.

QUALITY

• Maintain all treatment rooms to the highest standard of cleanliness and hygiene in accordance to company standards.
• Support all members of the Team to achieve and maintain standards to the highest possible level in terms of respectful service, hygiene, and health & safety.
• To wear the correct uniform in good condition whilst on duty and to take care of your uniform when off-duty.
• Provide training to new spa team members with effective guest interaction, product knowledge, and support when managing guest queries.
• Address guest complaints and concerns promptly and professionally, seeking resolution to ensure guest satisfaction and loyalty.
• Liaise with other departments to fulfil guest requests and resolve issues effectively, maintaining open communication channels to ensure seamless guest experiences.
• Proactively anticipate guest needs and preferences, providing personalized recommendations and assistance to enhance their experience in the spa.
• Report any defects in equipment, damage or general wear and tear.

GENERAL

• Adhere strictly to company codes of conduct, policies, and procedures, maintaining integrity and professionalism in all guest and team interactions.
• Demonstrate a comprehensive understanding of health, hygiene, and safety protocols, ensuring adherence to all statutory requirements.
• Collaborate effectively with colleagues across departments to enhance guest satisfaction and contribute to revenue growth.
• To have a flexible attitude to handling additional tasks as directed by the Spa Manager to meet operational needs.
• To adhere to our Smile Training policy deadlines to ensure your health & safety.

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