Spa Receptionist

Coventry Sports Foundation are looking for Spa receptionists to support the team on a cover basis at our tranquil Mana Spa, at the Wave Waterpark, which includes treatment rooms & heat experiences.

The Spa receptionist will be responsible for assisting with the day to day running of the reception desk and guest communications. You will welcome guests and answer all enquiries whilst observing set standards in terms of exemplary customer care. Ensuring bookings are made to maximize the business and aiming to provide all guests with the best possible service and a memorable experience.

The ideal candidate will have exceptional communication skills and the ability to build an instant rapport with our guests. You will also develop a complete and detailed knowledge of all treatments and services, plus any promotions that may be on offer at the time.

The successful applicants will be required to work days, early mornings, evenings and weekends; therefore a flexible attitude is essential.

To apply for this role, please send your CV to Recruitment at recruitment@cvlife.co.uk

Job Description

Reporting to: Spa Manager


Coventry Sports Foundation and Culture Coventry Trust are operating as CV Life, so that the scope of this Job Description as a CV Life document extends to cover the employment of employment contracts held with either Coventry Sports Foundation or Culture Coventry Trust.

Overall purpose and objective of the role:

To co-ordinate bookings, admissions and general enquiries as the first point of contact within Mana Spa.

Main duties of the role:

  1. Promote exceptional customer standards at all times with contact through email, telephone or face to face.
  2. To accept and process bookings for the various facilities within the guidelines of the relevant procedures.
  3. To constantly monitor activities alongside the scheduled bookings and inform staff as to treatments and changeover requirements.
  4. Preparing guest schedules for the next day’s arrivals, making sure the treatments booked are accurate and booked in a suitable time frame.
  5. Having knowledge of the type of treatments available and be able to give advice on treatment procedures and contra-indications. Use initiative when dealing with guests who have contra-indications to find suitable alternatives.
  6. Drive desk sales and achieve targets for promotions and treatment launches.
  7. Billing treatments accurately and on time, cross charging to Club members and ensuring required discounts and offers are applied.
  8. To reconcile the cash register and takings at the end of each shift.
  9. To ensure the appropriate levels of admittance to those sessions and classes that have limited availability.
  10. To process membership applications.
  11. To deal with all telephone enquiries using standard operating procedures and record messages on behalf of staff who are unable to take calls using internal e-mail system.
  12. To process the daily postal deliveries, ensuring that staff receive incoming mail promptly.
  13. Input memberships onto the computerized booking system and ensure that supplementary information is accurate and detailed
  14. To monitor and maintain the cleanliness and appearance of reception area at all times.
  15. To ensure that adequate levels of information leaflets are produced and displayed within the reception area.
  16. To attend training/refresher courses as are appropriate to maintain standards of good practice.
  17. To assist in emergency situations in accordance with the procedures detailed in CVLife’s Health & Safety policy.
  18. To attend any relevant meetings as appropriate.
  19. Maintaining good communication with therapists and attendants, informing therapists of any changes to the diary’s within good timings, and informing any attendants of any raised feedback from customers.
  20. Deal with complaints accordingly and pass on to Spa Manager when needed.

This Job Description is neither exhaustive nor exclusive and may be reviewed and updated depending upon operational requirements and staffing levels.

Responsibilities for all employees

  • To embrace and lead by example on the Company’s key values of PRIDE, PASSION and PERFORMANCE or those that might at any time be subsequently re-defined.
  • To undertake all duties and fully comply with all of the Company’s general standards and those relating to the specific requirements of the role.
  • To carry out tasks at a range of sites that are either operated or managed by the Companies / Trusts or where services are delivered by the Companies / Trusts
  • To be involved in any aspects or opportunities for sharing of good practice, expertise and responsibilities within the Companies / Trusts. To generally help promote the work and public image of the Companies / Trusts, always maintaining high standards of customer service and personal appearance.
  • To attend and fully engage with all internal training and development requirements and opportunities, and maintain such qualifications as required by the demands of the role.
  • To interact positively with customers adopting a friendly and professional approach at all times.
  • To support the Company’s commitment to providing a safe environment for children, young people ad vulnerable adults, ensuring awareness of the Company’s Safeguarding Policy, Procedures and Practice Guidance, and to be vigilant, reporting any safeguarding concerns without delay.
  • To comply with the General Data Protection Regulations when dealing with, maintaining, sharing and storing information.
  • To undertake other duties as specified, which are appropriate to the qualifications, experience and general level of the post.

Person Specification

Essential Personal Attributes

  • Friendly and approachable.
  • Self-motivated.
  • Flexible approach to work.
  • Supportive to others.Good listener.
  • Enthusiastic to assist others.
  • Interest in spa and wellness

Essential Knowledge and Experience

  • Working knowledge and experience within a reception environment.
  • Experience of cash handling.
  • Knowledge of Microsoft Excel and Word.

Essential Qualifications

  • First aid qualification.
  • Customer care certificate.

Essential Special Skills

  • Ability to work under pressure.
  • Ability to work as part of a team and under own supervision.
  • Excellent communication skills.
  • Excellent customer care skills.
  • Ability to handle customer complaints in an appropriate manner.
  • Good organisational skills.
  • Basic IT skills
  • Ability to identify and resolve problems in communication that may arise when dealing with  customers with special needs.
  • Decision making.

Special Circumstances

  • Ability to work unsociable hours including evenings, weekends, and Bank Holidays.
  • Ability to travel between sites.
  • Interest in working with underrepresented and disadvantaged community groups/individuals.
Job Reference WV80
Closing Date 31st May 2022
Department Wellbeing
Hours Zero
Salary Competitive
  • Great development opportunities
  • FREE health and fitness membership*
  • FREE health and fitness membership for a family member or friend*
  • FREE uniform for applicable roles
  • FREE training for applicable roles
  • DISCOUNTS on Centre activities*

(*not applicable to casual workers)

People from Black, Asian and Ethnically Diverse backgrounds, disabled, deaf and neurodivergent people are under-represented in our workforce, so we particularly encourage applications from candidates in these groups.