Job Description

We are searching for outstanding individuals to join our dynamic, passionate and fun team. We are looking for The Best of the Best - could this be you?!

As an award-winning employer, we will invest in you; supporting your personal growth with training and development paths and we'll celebrate and reward your success along the way!

Read on, it just keeps getting better...

In return for your hard work and commitment we offer:

This role is to cover a period of maternity leave. Enhanced pay. Service Charge (Tronc) earn up to an additional 3,000 per year Company sick pay for up to 4 weeks A range of discounts including 50% off spa days and dining, not to mention preferential room rates for employees and family (subject to availability of course) Annual party, family fun days, award dinners - we love to celebrate! Up to 30 days annual leave, increasing with length of service Complimentary overnight stay for you and a guest (including dinner, bed and breakfast with spa) when you complete a three month probation FREE food and drink; The Green Room is our team's dedicated space to chill out, when not 'on stage' looking after our guests. You'll find a range of hot and cold food options with different areas to relax, catch up with your 'co-stars' or watch TV. Investment in personal growth through Apprenticeship, Training Courses and Development Programmes. Can't wait until pay day? Wage Stream allows you to pay yourself when you need it! Hospitality Rewards include FREE Employee Assistance Programme from Day 1 Local discounts on gym memberships Complimentary counselling sessions to support mental health Wellbeing App with a range of support such as podcasts, fitness videos, recipes

AND MUCH MORE...........

CORE VALUES

Our Core Values shape our company culture and impact our business strategy. They help us create a purpose, improve team cohesion and create a sense of commitment in the workplace.

Empathy

Caring and understanding about another person's perspective or circumstance

Collaboration

Working as a team, listening and supporting each other to reach our collective goal

Drive

The desire to achieve high standards at all times and keep going, no matter what challenges we encounter/face

Trust

Honest, reliable and accountable do what we say we'll do

Passion

A love for doing what we do, and doing it with positivity and enthusiasm.

JOB SUMMARY

Responsible for the day-to-day administrative operations of the Spa Reception, creating a smooth check-in and out process, maximising all service and retail opportunities. You will be responsible for the delivery of an outstanding guest experience for guests and members, facilitating a personalised, professional, warm and consistent service whilst ensuring the effective operation, development and profitability of the Spa.

Key Responsibilities:

Provide the highest level of service to guests at all times Checking in/out of spa guests using Maestro System Resolve guest complaints seeking support if necessary in order to resolve the complaint to the guest's complete satisfaction. Provide the highest level of service to guests at all times, leading by example and motivating peers at all times. Efficient and friendly Checking in/out of spa guests using Maestro System Ensuring Procedures are been followed and assisting the Reception supervisor in checking these are been completed. Conducting Daily Duty Management shifts Attend Weekly 5 star catering meetings. Taking reservations for spa bookings and classes. Ensure all members of the team are logging guest challenges. Ensure all payments are posted correctly and folios balance, checking if any outstanding balances need to be cleared. Ensure all gift vouchers are logged and posted correctly. To assist Reservations with any overflow phone calls ensuring the best service for our guests. Ensure all booking details are correctly completed for Spa, including profiles and market segment. Updating the data on profile if needed. To ensure a smooth and friendly services is give to our members. Ensure confirmation emails are sent for all bookings and that checks are completed to the correct detail. Telephone duties include answering the switchboard, taking messages, emailing messages through use of Outlook. Responsible for keeping the Email inbox clean and responded. Showing guests the facilities and dealing with questions and queries as required. To carry out spa checks, and other administration duties as per request by the Spa Services Manager. Monitoring the Fire Board and responding to any abnormalities in accordance with company policy and procedure. Check the spa regularly to make sure that the areas are to Rudding Park's expected standards of Excellence. Clear up if needed and report any maintenance/decorator faults. Assist with any other duties for the Spa Services Manager. Attend daily meeting s with accounts to resolve cashing up and payment issues, reporting back to the Spa Services Manager any anomalies. To attend any product training ensuring continuous professional development and raise any training needs to the Spa Services Manager. To ensure that all health and safety procedures are adhered to and these procedures are followed. Accident and hazards must be recorded and reported immediately. Ensure correct cashing up and banking procedures are followed at all times. To ensure all guest feedback and data is logged correctly.

Retailing & Upsell:


To ensure that sales tools (consultation forms, brochures and samples) are
effectively utilised at all times to facilitate the sales process.
To be completely knowledgeable about all retail products and Spa Services and make suggestions for improvement. To actively up-sell spa treatments and products

Working Relationships/Communication:


To interact and communicate effectively with all team members of the spa and all members of the hotel team. To attend and partake fully in all departmental meetings ensuring effective team communication. Assist in providing departmental orientation to newly recruited staff. To make sure any positive and/or negative guest feedback is communicated to the manager as quickly as possible.

About You:

Attention to detail Excellent organisation skills A good level of computer literacy and database knowledge of booking systems, as well as experience working with excel Ability to work cohesively alongside the reception and wider spa team Ability to confidently identify and promote all available business opportunities Qualified Therapist to a minimum of NVQ Level two an advantage Previous guest service experience in a guest-facing role.

GENERAL

Be responsible for Health and Safety as an individual and also to work colleagues, guests and the business reporting concerns through the Health and Safety processes and procedures Ensure Continuous Professional Development of self, including attending required training courses and seeking means of developing within the business Promote continuous improvement in the level of quality and guest care provided by the business and make proposals/suggestions where applicable. Respect colleagues and the working environment at all times. Ensure high standards of dress and self-presentation within the working environment Undertake any other duties commensurate within the position for which you are qualified At all times to represent Rudding Park in a professional and positive manner To ensure all guests are greeted on arrival to the Spa with a warm, welcoming and friendly manner, ensuring you introduce yourself to the guest. To establish a strong guest service ethos, objectively evaluated through client feed-back. To ensure all guests are greeted on arrival to the Spa with a warm, welcoming and friendly manner, ensuring you introduce yourself to the guest. To ensure all guest registration forms are completed. To notify the Spa Manager immediately of any guest complaints whilst trying to resolve the issue to the guest's complete satisfaction. To ensure that the standard and care protocols as established in the Standard Operational Procedures Manuals are maintained at all times. To ensure the guests comfort and well-being is priority at all times. To maintain a standard of excellence in terms of the visual presentation of the spa. To report all maintenance faults to your Manager, Duty Manager or Maintenance Manager. To ensure the highest standards of cleanliness and hygiene at all times throughout the spa areas. To adhere to The Spa dress code and be professionally presented at all times. Ensure that all safety precautions and spa rules are observed by team members, members and spa clients to ensure yours and their safety at all times whilst using the spa.

About Rudding Park

A privately-owned luxury hotel, Rudding Park has 90 bedrooms and suites, a destination spa, two restaurants and a kitchen garden, private cinema, two golf courses and meetings and events venue. Set in 300 acres of landscaped gardens and woodland, Rudding Park is one of the most beautiful Harrogate hotels.



Rudding Park features the first Roof Top Spa in the UK and offers an extensive range hydrotherapy and thermal experiences. We offer an extensive range of treatments and guests can discover the Escape Zone - a peaceful and serene space to relax following a treatment. The Spa also offers an indoor swimming pool using natural waters from the grounds of Rudding Park, a Juniper Log Sauna, Rasul for traditional Moorish mud treatments, Retail Therapy, Hair Studio, Nail and Beauty Studio.