Deliver a warm, polished and service‑focused welcome to all guests, members and colleagues
Maintain full knowledge of spa services, treatments and promotions to confidently support guest enquiries
Operate telephones professionally, ensuring all calls are answered promptly with friendly, accurate and helpful responses
Manage guest arrivals and departures efficiently, creating a seamless and memorable first and last impression
Keep the front‑of‑house area immaculate, tidy and styled to a luxury 5‑star standard at all times
Handle guest concerns with genuine care, resolving where possible before escalating to management
Complete daily checklists thoroughly and ensure smooth, detailed handovers between shifts
Maximise guest value by promoting spa services, treatments and retail opportunities appropriately
Provide accurate information and assistance to guests and visitors, ensuring their needs are fully met
Follow correct cash‑handling, float and safe procedures in line with company standards
Build confidence in the Jonas booking system and use it effectively for reservations and guest management
Carry out front‑of‑house administrative tasks with accuracy and attention to detail
Support management by undertaking additional duties when required
Follow all procedures for accident reporting, maintenance issues, fire safety and emergency evacuation
Adhere to all Health & Safety regulations while on the premises
Complete all documentation accurately and in accordance with departmental SOPs
Maintain the company dress code and consistently present a professional, polished appearance
