Lead Receptionist

**Lead Receptionist Job Description - Glow Skincare Co.**

**234 Princess Street Kingston Ontario**

**Employment Status: Full Time Monday to Friday**

**Reports to: General Manager and/or Owner**

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Job Description and Summary: The Lead Receptionist is responsible for overseeing the day-to-day activities for the reception area and reception staff. They would also be responsible for placing product orders with suppliers and maintaining the inventory management system for Glow Skincare.

General Receptionist's responsibilities include the greeting of all guests, answering phone calls, assisting guests with questions regarding spa services and products, booking all appointments, checking the guest into the computer system and charging for services performed. Additionally, the Spa Receptionist assists with transitional cleaning of the spa and relaxation area as needed.
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Position Requirements:

- Must be detail-oriented and be able to multi-task.
- Ability to be efficient and productive in a luxury, fast-paced environment.
- Must have enthusiasm and possess excellent customer service skills.
- Must possess basic math skills.
- Enjoy working with people and possess a friendly and outgoing personality.
- Excellent communication, listening and computer skills.
- Must be a team player.

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Duties and Responsibilities:

- Be on time for shift and maintain consistent, regular attendance record.
- Monitor and evaluate employee performance and areas for improvement.
- Provide training and oversee the orientation of new employees
- Properly open and close spa each day according to Standard Operating Procedures.
- Complete daily cash count and documentation.
- Organize and carry out regular staff meetings to maintain communication standards.
- Accurately book, change and cancel spa appointments.
- Acknowledge and greet everyone who enters and leaves the spa.
- Ensure that the check-in, check-out and payment process is handled in accordance with company policy.
- Provide callers and guests with detailed descriptions of spa treatments, packages, services, and hours of operation.
- Utilize spa computers with skill and proficiency; document guest information in electronic record as directed.
- Answer the phone promptly and use the guest’s name throughout the phone conversation; operate phone system accurately and efficiently.
- Actively promote the spa, treatments, services, sessions and retail, as well as programs, promotions and/or discounts available.
- Maintain eye contact when addressing external and internal guests; develop professional and personalized relationship with regular guests.
- Handle guests’ questions and concerns promptly, professionally and courteously.
- Maintain complete confidentiality in all guest matters in accordance with company policy.
- Provide accurate, appropriate, and immediate responses to all requests by guests, ensuring complete guest satisfaction.
- Maintain a clean; safe, fully stocked and well-organized work area.
- Ensure adequate stock of supplies and equipment; inform management when stock is low.
- Must be able to work without constant direct supervision and remain at assigned post for extended periods of time.
- Maintain a positive attitude and contribute toward a quality work environment.
- Regularly attend, participate in and support training and staff meetings for the spa.
- Assist in all areas of spa operation as requested by management.
- Communicate to management any and all occurrences involving staff or guests in the spa that require attention.

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Skills and Abilities:

- Minimum of 1 year of experience as a manager / supervisor in a similar role
- Minimum of 1 year of experience as a Front Desk personnel or as Customer Service representative with proven sales OR
- Minimum of 1 year of employment within a hotel environment or Spa
- Knowledge of Fresha booking system is an asset
- Ability to provide coaching and mentoring to reception staff.

Preference given to those with a diploma in Office Administration*

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Extended health care
- Vision care

Schedule:

- 8 hour shift
- Day shift