Store and Spa Receptionist in London

Diversity matters. We are building a brand that represents the people of the world. It’s what you do that counts, and we are always looking to expand perspectives and voices to shape our future. We see you, we celebrate you, we want you!

Who we are: You might know us as the inventors of the bath bomb, but there’s more to this great-smelling, partly employee-owned, family-run company than pioneering cosmetics. We believe our business should put more back into the world than it takes and demonstrate that capitalism can be a force for good. The Living Wage Foundation’s statement 'a hard day's work deserves a fair day's pay' is one that we are proud to commit to in the UK. As an accredited Living Wage employer, we put our people first and fight cruel practices like animal testing, promote regeneration, and show that it is what’s inside that counts - whether that’s an ingredient in a product, or the minerals in a smartphone.

The role: We are on the lookout for an exceptional candidate to join our team as a permanent spa receptionist. The Spa Receptionists at Lush Covent Garden will exhibit a strong passion for providing an exceptional Lush Spa experience. They consistently deliver top-notch customer service, earning 5-star ratings when assisting clients with bookings through phone, email, and in-person interactions on the shop floor. There is a strong focus on teamwork for this role as you will be managing bookings for therapists as well as picking up communications from previous days. These roles will also involve managing event and party reservations within the store, utilising their excellent communication skills to keep all management teams well-informed about the day-to-day store activities. As part of their role, they also contribute significantly to the spa operations by supporting delivery, ensuring health and safety standards, and arranging room setups, with full training provided. Working in our spa environment provides an invaluable opportunity to gain hands-on experience in these areas, enhancing your skills and knowledge. In summary, our Spa Receptionists are the logistical core of our spa and their roles are essential to the success of the spa.

Key Information:

• Hours available: 5 days availability and must include full weekend flexibility / 24-32 hours
• Application Deadline: 30th July
• Interview Date: ASAP - depending on availability
• Start Date: W/C 3rd August

Key Responsibilities:

• Customer Service: Deliver exceptional 5-star customer service, ensuring every guest feels valued and cared for. Meet and greet customers on the shop floor, introducing them to the spa and its offerings. Answer customer inquiries with enthusiasm and knowledge, providing accurate information about treatments and products. Handle customer feedback and complaints with professionalism and empathy. Consistently participate in daily staff check-ins to identify potential spa sales opportunities and enhance revenue generation. Deliver and host spa parties and spa events. Regularly monitor and respond to online reviews.
• Booking Management: Manage the spa booking system, ensuring accurate scheduling and efficient customer flow. Answer phone calls and emails promptly and professionally, handling booking inquiries and confirmations. Maximise booking capacity through effective scheduling and utilisation of the booking system.
• Sales & Promotion: Actively promote spa treatments and products to customers, upselling add-on treatments and retail items. Encourage party bookings and special events, highlighting the unique experiences offered by the spa. Build relationships with local businesses and spa ambassadors to generate referrals and promote the spa within the community. Communicate daily walk-in opportunities with management and sales teams.
• Team Support: Support the spa team in maintaining a clean and organised spa environment. Supporting with daily tasks such as opening and closing the spa, room turnovers & set up, dry ice & laundry as and when is needed to ensure the smooth running of treatments. Assist with administrative tasks, such as data entry, stock management, and reporting. Provide training to new spa team members on reception procedures and customer service protocols. Co-ordinate and schedule training treatments with the spa manager. Responsible for calculating and forecasting laundry for the spa, as well returning all stock to make the central stock holding system work as efficiently as possible.
• Building Loyalty: Cultivate strong relationships with customers, encouraging repeat bookings and fostering loyalty. Gather customer feedback and preferences to personalise their experience and ensure their needs are met. Proactively engage with customers, offering tailored recommendations and promoting upcoming events.

Skills, Knowledge and Expertise:

• Exceptional customer service: Delivered both over the phone, via email and in person.
• Teamwork & Communication: Ability to clearly communicate work to colleagues, verbally and in written handovers.
• Attention to detail: Ability to accommodate needs of both client and therapist to ensure appointments are booked correctly.
• Prioritisation: Ability to prioritise workload, identify most time-sensitive tasks and complete these in a timely manner.
• Flexibility: Whilst the main duties of this role are spa reception, there will be other duties such as booking birthday parties and charity events, as well as sometimes being required to be on our shop floor, so a willingness to dive into other roles and support the team is a must. This role involves weekday, weekend and evening work. We are able to offer a flexible range of hours and days from 3-5 days a week but do need at least one day of availability at the weekend.

Benefits:

• 25 days holiday plus bank holidays
• 6 months’ full pay for parental leave (primary caregiver)
• Enhanced paternity leave
• Bonus scheme
• Day off for weekday birthdays
• Holiday purchase scheme
• 50% discount on Lush products and spa treatments
• Cycle to work scheme
• Discounted rail and bus season tickets
• Employee assistance programme
• Financial childcare support on return to work
• We’re 10% Employee Owned - all colleagues play a role in protecting our ethics, our independence, contributing ideas for the future and share in the rewards of success when the company is doing well.
• Support groups, film nights, yoga, meditation sessions and much more.