Store and Spa Receptionist

About Lush

At Lush, creators of the original bath bomb, we uphold values beyond cosmetics, aiming to give back more than we take. Our family-run, partially employee-owned company is committed to ethical business practices, including opposing animal testing and promoting sustainability. As a certified Living Wage employer in the UK, we prioritize our people and strive to demonstrate that capitalism can drive positive change.

Role Overview

We seek an outstanding individual to join our team in London as a permanent Spa Receptionist at our Covent Garden location. This role demands a passionate commitment to delivering an exceptional spa experience, providing excellent customer service rated at 5-star levels. Responsibilities encompass managing bookings via phone, email, and face-to-face interactions, coordinating therapist appointments, handling communications from previous days, and organizing in-store event and party reservations. You will play a key role in maintaining smooth spa operations, including supporting delivery, upholding health and safety, and preparing rooms—all with comprehensive training provided.

Responsibilities

• Provide welcoming and attentive 5-star customer service to spa guests, ensuring they feel valued.
• Greet customers on the shop floor and introduce them to spa offerings.
• Respond accurately and enthusiastically to customer queries about treatments and products.
• Professionally handle customer feedback and complaints.
• Participate in daily team check-ins to identify spa sales opportunities and improve revenues.
• Organize and host spa parties and events.
• Monitor and respond to online reviews on platforms like TripAdvisor and Google.
• Manage spa scheduling systems to optimize appointment bookings and client flow.
• Answer booking inquiries via phone and email promptly and professionally.
• Promote spa treatments, upsell additional services, and encourage event bookings.
• Establish relationships with local businesses and ambassadors to generate referrals.
• Communicate daily walk-in opportunities to management and sales teams.
• Support spa team in maintaining a clean, organized environment, including opening/closing duties, room setup, handling dry ice and laundry as needed.
• Assist with administration such as data entry, stock control, and reporting.
• Train new spa staff on reception protocols and customer service standards.
• Coordinate and schedule training treatments alongside the spa manager.
• Forecast and manage laundry requirements and central stock returns for efficiency.
• Develop strong customer relationships to encourage repeat visits and personalize experiences.
• Gather and utilize customer feedback to tailor services and promote upcoming offers.

Requirements

• Exceptional customer service skills across phone, email, and face-to-face communications.
• Effective verbal and written communication abilities for teamwork and handovers.
• Attention to detail to align client needs with therapist availability and ensure accurate bookings.
• Strong prioritization skills to manage time-sensitive tasks efficiently.
• Flexibility to support additional duties such as booking parties, charity events, and assisting on the shop floor.
• Availability to work flexible hours including weekdays, weekends, and evenings, with a minimum of one weekend day per week.

Benefits

• 25 days of annual leave plus bank holidays.
• Six months full pay parental leave for primary caregivers.
• Enhanced paternity leave.
• Employee bonus schemes.
• Birthday day off during the week.
• Holiday purchase scheme.
• 50% discount on Lush products and spa treatments.
• Cycle-to-work program.
• Discounted rail and bus season tickets.
• Access to an employee assistance program.
• Financial childcare support upon returning to work.
• Employee ownership of 10% shares, encouraging involvement in company ethics and sharing in success.
• Participation in support groups, film nights, yoga, meditation, and more.

Additional Information

The position requires five-day availability including full weekend flexibility and entails working 24-32 hours weekly. The application deadline is 30th July, with interviews scheduled promptly based on availability. The expected start date is the week commencing 3rd August.

Diversity and inclusion are integral to Lush’s values; we strive to represent worldwide communities and welcome diverse perspectives.