Brackenridge Country Retreat & Spa is home to a beautiful day spa complete with a fully equipped gym and indoor 20m lap pool.  Featuring 4 treatment rooms including a couples’ suite, manicure/pedicure area, retail zone, relaxation lounge and outdoor sun terrace, the Spa offers a variety of massage, facial and specialised body treatments as well as waxing, mani/pedi, wedding make-ups and more.

Our team continues to grow and we are looking for a Spa Receptionist/Administrator for 2 days per week (Sundays and Mondays) 8.30am to 5.30pm, who pride themselves on their professionalism, the quality of the customer experience and who enjoy working in a friendly, team environment.

This role is the first point of contact for our valuable guests, therefore customer service skills are essential as are solid administration skills and sound decision making.

Brackenridge rewards staff with a generous hourly rate, commission on retail spa sales, complimentary gym membership, product and treatment discounts.

TO APPLY:   Email spaadmin@brackenridge.co.nz with “Job Application – Spa Receptionist Weekend” in the subject line.

 

Job Description – Spa Receptionist/Administrator

 

Reports To: Spa Manager

Contract Type: Part time, Sundays and Mondays with leave cover from time to time

Function of role: The Spa Receptionist/Administrator role provides a first point of contact for all Brackenridge Spa and Gym guests. It provides full reception services for the Spa and ensures that all guests receive outstanding levels of customer service before, during and after their visits. The role also assists with spa and gym administration and any other tasks as reasonably requested by the Spa Manager.

KEY TASKS

Reception

  • Incoming phone calls
  • Welcoming guests as the first point of contact
  • Timely booking system
  • Customer liaison by email and at the desk
  • Retail products – tidy displays & adequate stock levels and testers
  • Spa paperwork: applications, consultation forms, sales sheets and gym packs etc. printed and ready for guest arrivals
  • Monitor noise levels and foot traffic particularly in the swimming pool
  • Preparation of food and beverage requirements and lounge refreshment station
  • Update Spa Therapist rosters on Timely in and liaison with the Senior Spa Therapist and Spa Manager, as required
  • Rolling of towels for the pool

Administration

  • Manage appointment bookings and therapist columns in Timely, co-ordinated scheduling
  • Prepare recipient lists for surveys; enter into company share files
  • Monitor and acknowledge guest reviews* (including booking.com/expedia/facebook), escalate if required
  • Maintain excel s/s of feedback ( + & -)   send to General Manager
  • Enter spa sales into Quickbooks
  • Pool/gym membership renewals, reminders & monthly reports of membership details
  • Reconcile daily takings
  • Birthday messages to guests
  • Database updates
  • Membership databases

Quality Control & Maintenance

  • Pool and Gym; ensuring guests enter and exit easily, issue response
  • Record all maintenance jobs in the ‘Maintenance Book’
  • Record any incidents or near misses in the ‘Incident Register’
  • Monitor & report queries/ complaints on gym whiteboard
  • Monitor gym equipment for cleanliness and any required maintenance
  • Lounge and kitchen maintenance; firewood stocked, fireplace lit
  • Keep lounge presentable, candles lit kitchen & bathroom supplies and floors cleaned
  • Rubbish bins emptied and clean
  • Kitchen kept tidy, daily dishwasher load/unload
  • ICT Protégé system codes – create, maintain and cancel expired codes

Marketing Support

  • Regular Social media posts on Facebook and Instagram
  • SMS messages to customers about last minute offers
  • Review treatments bookable online
  • Review website content

Competencies & Experience

  • High level of technical proficiency – admin experience; spread sheet/ database, diary management
  • High level of attention to detail, accurate data entry
  • Service/hospitality experience (2 years +)
  • Administration experience (2 years +)

Behavioural attributes/ skills

  • Excellent interpersonal skills, self- aware
  • Active listener
  • Demonstrates initiative & adheres to processes
  • Excellent time management
  • Maintains a calm demeanour under pressure & prioritise conflicting demands