Lush Spa Receptionist

Description

Are you passionate about providing exceptional customer service and creating truly memorable experiences? Do you thrive in a fast-paced environment and love interacting with people? If so, we'd love for you to join our team as a Lush Spa Receptionist!

Job Overview

As a Lush Spa Receptionist, you are the face of the spa, creating a warm and welcoming atmosphere for every guest. You'll be responsible for providing outstanding customer service, managing bookings, and supporting the spa team in delivering an unforgettable experience. You'll also play a key role in building relationships with customers and promoting the spa within the local community.

Receptionists play an integral role in keeping the spa running smoothly behind the scenes. Requiring individuals to be organised and able to follow processes and procedures. You will need to be proactive in navigating the digital landscape, staying up to date with the latest systems, cross checking sales data is accounted for correctly. Each day spa takings will need to be shared and communicated with management to enable the cashing up process to be correct.

Key Responsibilities

Responsibilities

Customer Service

Deliver exceptional 5-star customer service, ensuring every guest feels valued and cared for.

Being Spa Ambassadors on the shop floor, and adding to the spa sales and productivity.

Meet and greet customers on the shop floor, introducing them to the spa and its offerings.

Answer customer inquiries with enthusiasm and knowledge, providing accurate information about treatments and products.

Handle customer feedback and complaints with professionalism and empathy.

Consistently participate in daily staff check-ins to identify potential spa sales opportunities and enhance revenue generation.

Deliver and host spa & shop parties, bathing experiences and spa events.

Regularly monitor and respond to online reviews ie Trip Advisor & google reviews.

Support the success in spa retail including stock management of products and selling spa products.

Booking Management

Manage the spa booking system, ensuring accurate scheduling and efficient customer flow. Including single, double and party bookings.

Answer phone calls and emails promptly and professionally, handling booking inquiries and confirmations.

Maximise booking capacity through effective scheduling, utilisation of the booking system and 3rd party platforms.

Sales & Promotion

Actively promote spa treatments and products to customers, upselling add-on treatments and retail items.

Encourage party bookings and special events, highlighting the unique experiences offered by the spa.

Build relationships with local businesses and spa ambassadors to generate referrals and promote the spa within the community.

Communicate daily/weekly walk in opportunities with management and sales teams

Team Support

Support the spa team in maintaining a clean and organised spa environment.

Assist with daily tasks such as opening and closing the spa, room turnovers & set up, dry ice & laundry as and when is needed to ensure the smooth running of treatments.

Be responsible for administrative tasks, such as data entry and running reports.

Generate spa product orders and oversee stock management.

Provide training to new spa team members on reception procedures and customer service protocols.

Co-ordinate and schedule training treatments with the spa manager.

Arrange cover for therapist sickness, communicate and co-ordinate changes to customers and management accordingly.

Responsible for calculating and forecasting laundry for the spa, as well returning all stock to make the central stock holding system work as efficiently as possible.

Handling dry ice when needed for room set up (dry ice training required)

Payments & Third Party Redemptions

As part of the booking process you will be responsible for taking payments, deposits and refunds across the platforms used (Spa Breaks, Virgin, Buy A Gift, Saleor app bookings).

Building Loyalty

Build strong customer relationships and encourage repeat bookings through personalised engagement.

Use guest feedback and preferences to tailor recommendations and ensure a high-standard of service.

Skills And Experience

Essential Skills and Experience

Excellent customer service skills with a passion for creating positive experiences.

Strong communication and interpersonal skills, with the ability to build rapport with customers and report back to management.

Proficient in using booking systems and handling phone calls and emails professionally.

Organised and efficient, with the ability to manage multiple tasks and prioritise effectively.

A genuine interest in Lush products and values.

Previous experience in a spa or customer-facing role is a plus.

Benefits

• Holiday allowance
• 50% discount on Lush products and spa treatments
• Profit-based bonus
• Complimentary spa treatment *
• Pension scheme
• Paid day off for your birthday *
• Cycle to work scheme
• Discounted rail and bus season tickets
• Employee assistance programme

6 months full pay for parental leave (primary caregiver)*

Financial childcare support on return to work*

Flexible working

qualifying period & hours required

About Lush Since establishing in 1995 in Poole, Dorset, Lush has been driven by innovation and its ethics.

Creators of pioneering beauty products such as the fizzing bath bomb, shower jellies and solid shampoo bars, we place emphasis on fresh ingredients like organic fruits and vegetables, fight against animal testing and combat over-packaging by developing products that can be sold naked to the customer without any packaging.

We currently operate in 52 countries with 928 global shops. Through our separate business divisions we invent, manufacture and sell our handmade products direct to our customers through our own shops and online. The fact that we make all our products by hand is something we are really rather proud of!

Lush is 10% Employee Owned since 2017 and our people are the heart and soul of our business.

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