POSITION PURPOSE
The Spa Reception Supervisor supports Spa Management in maintaining the highest standards of professionalism, guest care, and operational excellence across all spa reception functions. This role provides daytoday leadership to the reception team, ensuring smooth operations, exceptional customer service, and adherence to all company standards. The Reception Team Lead motivates the team to achieve daily targets, maintains service consistency, oversees financial accuracy - including rectifying overs and unders and ensures the reception area operates efficiently.
KEY FUNCTIONS
Overview
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Guest satisfaction and service excellence - address any reception feedback on Revinate.
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Quality of service delivery.
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Completion of daily checklists and timely reporting to the Spa Management team.
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Support in achieving departmental objectives and maintaining operational standards.
Reception Duties:
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Handle all spa enquiries and convert them into confirmed bookings.
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Schedule reservations for spa services, monitor treatment availability, monitor massage quota and allocate therapists based on skill sets to maximize time, room occupancy, and profitability.
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Welcome guests warmly, answer enquiries with patience, and provide accurate information on treatments, services, and promotions.
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Coordinate guest consultation records with therapists.
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Ensure billing procedures are completed accurately and reconcile funds at the end of each shift and day.
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Complete daily procedures and checklists for the reception area and complete NFC Tags.
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Maintain a neat, clean, and professional appearance in line with Fota Collection standards
Leadership & Team Management
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Motivate and guide the reception team to meet daily targets and uphold service standards.
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Train, mentor, and support receptionists to ensure operational consistency and adherence to SOPs.
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Assist with planning, implementing, and signing off monthly and yearly training calendars.
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Ensure receptionists remain up to date with treatment knowledge, promotions, and procedural changes.
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Conduct monthly receptionist meetings, prepare agendas, and ensure minutes are distributed alongside Spa Management Team
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Monitor call statistics and support the team in achieving sales and service goals.
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Support the team and oversee the Spa Operations in the absence of the Spa Manager and Assistant Spa Manager.
- Training and conduct Master Classes for the Spa Reception Team, including all aspects of Bookings, Customer Care, Guest Journey, Retail Sales, Upselling, General Admin.
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Oversee the retail displays and stocking of same.
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Morning Briefings with Reception team and also with Spa Attendants & Therapists as requested by Spa Management.
Financial & Administrative Responsibilities
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Oversee and rectify spa overs and unders as communicated by the Accounts Department.
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Ensure accurate billing, POS usage, and endofday reconciliation.
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Maintain compliance with data protection standards, including daily removal of stored credit card details.
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Maintain stationery and par stock levels, communicating needs to the Spa Management.
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Assist with purchasing, receiving, and inventory reporting.
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Merge duplicate guest profiles and ensure correct formatting of guest contact details.
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Review weekly package bookings for accuracy and compliance.
Health, Safety & Compliance
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Conduct and supervise Health & Safety audits for the reception area, ensuring compliance with all relevant legislation.
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Ensure safe operation of equipment and adherence to The Fota Collection's policies and procedures.
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Maintain a neat, clean, and professional appearance always.
Customer Relations
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Assist in managing guest complaints, particularly those related to reception service, and support treatmentrelated complaint handling when the Spa Management is unavailable.
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Coordinate guest consultations where medical circumstances may affect treatment suitability.
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Ensure all clients receive exceptional care and a fivestar experience throughout their spa journey.
Other
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Merge duplicate guest profiles in the booking system.
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Ensure guest phone numbers are formatted correctly.
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Remove guests' credit card details daily for security compliance.
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Fill in the daily report and adhere to agreed reporting systems on time.
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Check tablepath daily and monitor massage quota.
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Utilize the booking screen effectively for scheduling and availability.
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Review packages weekly to ensure bookings are made correctly.
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Assist with administrative duties such as purchasing, receiving, and inventory reporting.
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Assist with special projects as needed.
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Comply with any reasonable request or amendment to the job role.
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Qualified therapist who covers reception shifts to perform treatments as required as outlined on the therapist care programme.
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Interact professionally with guests, members, and associates always.
Engineering & Maintenance
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Follow up on maintenance issues within the spa and ensure timely resolution.
Departmental Meetings
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Participate in daily 10am briefings within the hotel.
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Attend team and department meetings
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Any other committee meetings as required
Other:
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Regular attendance is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
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Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.
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Upon employment, all employees are required to fully comply with The Fota Collection rules and regulations for the safe and effective operation of the hotel's facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.
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All employees must maintain a neat, clean and well-groomed appearance per The Fota Collection standards.
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Assist with special projects as needed.
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To interact professionally with guests, members, and associates
SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:
Booking System Expertise: Strong understanding of the Trybe booking system, including creating appointments, performing check-ins, managing schedules, and troubleshooting.-
Comprehensive knowledge of spa treatments, services, and current promotions.
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Proficiency in POS software and billing/reconciliation procedures.
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Strong understanding of scheduling logic to optimize therapist time and room usage.
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Familiarity with privacy and data protection standards.
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Must be able to read and write to facilitate the communication process.
- Requires excellent communication skills, both verbal and written.
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Must possess basic computer skills.
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Ability to prepare and analyze data figures and reports prepared on and generated by computer.
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Must hold a Spa Therapist Treatment qualification eg ITEC, CIBTAC, CIDESCO
Physical Demands
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Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
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You must be able to lift up to 15 lbs. occasionally.
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Requires grasping, writing, standing, sitting, walking, repetitive motions, listening and hearing ability and visual acuity.
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Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
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Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
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Ability to work primarily with fingers to pick, pinch, type and carry out substantial movements (motions) of the wrists and hands as well.
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Frequent use of computer, phone, and POS equipment.
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Comfortable working in a calm, fragrance-rich environment.
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Ability to manage fluctuating pace during peak check-in times.
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Requires manual dexterity to use and operate all necessary equipment.
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Must have finger dexterity to be able to operate office equipment such as computers, printers, calculators, electric typewriters, FAX machines, photocopiers and other office equipment as needed.
QUALIFICATION STANDARDS AND EDUCATION
Strong communication and customer service skills.
Attention to detail and ability to multitask in a fast-paced environment.
Flexible availability, including weekends and holidays.
Leaving Certificate or equivalent education required.
ITEC and/or CIBTAC or equivalent qualified would be an advantage
Experience
The Spa Receptionist Supervisor will have 3 years + of experience working in a Spa and dealing with customer queries and complaints. They will support and mentor the reception team, ensuring quality, consistency, and service excellence.
