SPA Receptionist Intern

POSITION: Spa Sales, Reservations and Marketing Manager Intern

DEPARTMENT: Spa

PLACE OF WORK: Bvlgari Hotel Milan

PURPOSE OF THE ROLE

The Spa Intern will be trained in Sales & Reservations, Duty Management and Spa Marketing support.
The role is responsible for maximizing the revenue of the Spa through effective scheduling, yield
management, sales initiatives and targeted marketing activities.

As an Ambassador for the Spa, this role ensures outstanding five-star guest relations, delivering Spa
and hotel brand standards while contributing to revenue growth, guest retention and brand positioning
through marketing support.

REPORTING TO: Spa Director

SALES & REVENUE GENERATION

Maximise revenue of treatments and programmes through effective scheduling, yield
management and cross sales. Contribute to the team's overall targets and strive to achieve personal targets and goals as set
out by the Spa Management team. Maintain a sound treatment and retail knowledge with the ability to accurately describe benefits
and prices. Upsell current spa promotions/programmes whilst ensuring uptake is recorded accurately. Actively recommend products and provide further consultation to guests to ensure that sales
are closed on product recommendations made by the therapists. Encourage clients to return by recommending ongoing treatment programmes and inviting
guests to rebook. Responsible for all billing procedures at the reception desk and the correct reconciliation of
funds at the close of each shift and at the end of the day's work.

MARKETING & BUSINESS DEVELOPMENT

Support the Spa Director in implementing marketing initiatives aligned with the Spa's revenue
and positioning strategy. Monitor booking patterns, occupancy levels and guest behavior to identify opportunities for
targeted promotions and revenue optimization. Assist in the development of tailored offers and packages aimed at stimulating demand and
enhancing overall booking performance Contribute to upselling and cross-selling strategies by identifying opportunities to enhance the
guest journey and increase average spend. Maintain accurate guest profiles and support CRM activities by recording preferences,
behaviours and purchase history to enable personalised marketing. Assist in the creation and execution of guest communication touchpoints (pre-arrival, post-visit
follow-up, rebooking encouragement). Support retail strategy by promoting products, contributing to product storytelling and
monitoring sales performance. Collaborate with other hotel departments (. Front Office, Concierge, Sales) to promote Spa
services and maximise internal referral opportunities. Provide feedback and insights on guest trends, competitor activities and market opportunities. Support the implementation and tracking of marketing initiatives, ensuring alignment with brand
standards.

GUEST RELATIONS

Maintain the highest standard of guest service by following Bvlgari Spa Milan protocols and
displaying genuine care and attention to detail. Conduct spa tours for all guests, VIPs and prospective clients. Act as an Ambassador for the
Spa at all times. Consistently record guest preferences, accurately updating guest profiles and communicating
any relevant information to colleagues. Ensure confidentiality at all times including data protection, medical details and any information
provided in confidence by the client. Report any guest complaints to the Duty Manager so that they can be handled promptly and
effectively.

RECEPTION STANDARDS / OPERATIONS

Organise scheduling of appointments to maximise use of time and profitability whilst ensuring
that the client's needs are of first importance. Obtain and accurately record all relevant guest information including contact details, and
requests/preferences. Prepare all guest correspondence and administration as per standard operating procedures and
ensure excellent presentation. Respond to all guest enquiries promptly and efficiently. Provide information on spa facilities during tours including benefits, utilization instructions and
health and safety. Maintain the cleanliness, presentation and organization of the reception area at all times. Ensure that adequate supplies of all public information material are available and are in
immaculate condition. Record and track turn-away business and repeat guests through the Book4Time software
system. Prepare the re