Booking Management

• Manage the spa booking system, ensuring accurate scheduling and efficient customer flow. Including single, double and party bookings.
• Answer phone calls and emails promptly and professionally, handling booking inquiries and confirmations.
• Maximise booking capacity through effective scheduling, utilisation of the booking system and 3rd party platforms.

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/weekly walk in opportunities with management and sales teams

Team Support

• Support the spa team in maintaining a clean and organised spa environment.
• Assist 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.
• Be responsible for administrative tasks, such as data entry and running reports.
• Generate spa product orders and oversee stock management.
• Provide training to new spa team members on reception procedures and customer service protocols.
• Co-ordinate and schedule training treatments with the spa manager.
• Arrange cover for therapist sickness, communicate and co-ordinate changes to customers and management accordingly.
• 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.
• Handling dry ice when needed for room set up (dry ice training required)

Payments & Third Party Redemptions

• As part of the booking process you will be responsible for taking payments, deposits and refunds across the platforms used (Spa Breaks, Virgin, Buy A Gift, Saleor app bookings).

Building Loyalty

• Build strong customer relationships and encourage repeat bookings through personalised engagement.
• Use guest feedback and preferences to tailor recommendations and ensure a high-standard of service.

Skills, Knowledge and Expertise

Essential Skills and Experience

• Excellent customer service skills with a passion for creating positive experiences.
• Strong communication and interpersonal skills, with the ability to build rapport with customers.
• Proficient in using booking systems and handling phone calls and emails professionally.
• Organised and efficient, with the ability to manage multiple tasks and prioritise effectively.
• A genuine interest in Lush products and values.
• Previous experience in a spa or customer-facing role is a plus.

Benefits

• Holiday allowance
• 50% discount on Lush products and spa treatments
• Profit-based bonus
• Complimentary spa treatment*
• Pension scheme
• Paid day off for your birthday
• Cycle to work scheme
• Discounted rail and bus season tickets
• Employee assistance programme
• 6 months of full pay for parental leave (primary caregiver must qualify for SMP)*
• Enhanced paternity leave*
• There’s a big difference between "Flexible Working " (the legal minimum) and working flexibly. What that looks like varies from role to role and location to location. We actively welcome conversations about what working flexibly could mean and look like for you.
• 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.
• Access to employee-led Community Networks, including Disability and Chronic Illness, Family Support, Global Majority (Race and Ethnicity), LGBTQIA+, Menopause and Neurodiversity communities.
• Tailored gender affirming care*
• Qualifying period/hours required*

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