Responsable Accueil & Boutique Spa

About the role

The Spa Reception & Boutique Manager leads the front‑office experience at a luxury resort, ensuring seamless reservations, warm guest welcome, and efficient boutique operations. The role combines guest‑service excellence with team leadership and performance monitoring.

Key responsibilities

• Oversee reservation quality and verify accuracy of guest information.
• Ensure timely and accurate email and telephone responses from the team.
• Develop, document, and implement a comprehensive welcome protocol.
• Train wellness advisors and all spa staff on guest‑interaction standards.
• Monitor guest satisfaction scores and adherence to hotel procedures and LQA standards.
• Create and train staff on a complaint‑handling protocol; manage guest complaints and corrective actions.
• Optimize daily appointment schedules and evaluate satisfaction levels.
• Report client feedback on pricing, service quality, and overall experience to the Spa Director.
• Maintain and update operational procedures and protocols as needed.
• Ensure boutique presentation meets brand standards and that sales protocols are followed.

Required profile

• Bachelor’s degree (BAC+3) in Marketing, Sales or a related field.
• 2–3 years of managerial experience.
• At least 3 years of experience in wellness, boutique, or concierge services.
• Fluent in Arabic, French and English; additional language is a plus.

Required skills