Lead Front of House

Who are we? 

Just like a comma in a sentence, a momentary pause. Comma is about taking a moment to breathe, regenerate, find calm and begin again. We understand lives are busy, we’re not here to cure the world, but rather understand the importance of design, smell, touch and all the things that make people feel alive. 

We exist for anyone looking for the sublime in stillness. 

The Role: 

We are looking for a dynamic, self motivated and experienced customer service specialist to join Comma in Byron Bay. This role will be the advocate for guests at Comma and requires strong interpersonal and time management skills with the ability to manage competing priorities. You will be responsible for ensuring high standards of customer service are met and upholding Comma values at all times. Reporting to management, this role will assist with supervising casual staff, ensuring diary optimisation and leading day to day operations. 

What you need: 

● Significant experience in a premium customer service environment (Hotel/Spa desirable) 

● Experience supervising staff and working independently with little supervision

● Proven ability to provide exceptional customer service to a high standard 

● Proven ability to manage guest complaints 

● Clear communication skills both written and verbal and strong interpersonal skills 

● Proven ability to use initiative and multitask in a busy environment, including prioritizing competing demands 

● Ability to work autonomously and as part of a team 

● Immaculate grooming and presentation 

● Strong attention to detail 

● Flexible availability to work across weekends (1 day per weekend is mandatory) 

● Experience with booking software & POS (desirable)

● Experience with Shopify (desirable)

Key Responsibilities: 

● Guest check in/out including bath house briefings 

● Diary optimisation and data entry 

● Maintaining Comma’s high standard of customer service and guest experience 

● Ensure all public and back of House areas are maintained to a high standard of cleanliness 

● Processing payments and rebooking clients 

● Management of administrative duties including answering phone and email enquiries

● Fulfilling retail sales, including online sales and voucher sales/redemptions 

● Bath house changeovers and general housekeeping duties 

● Managing client expectations and feedback on site 

● Support management to ensure each day runs to time and therapists are accurately briefed

● Ability to support FOH and Housekeeping staff including; managing staff timing, encouraging staff to work at a high standard.

● Support management through supervision of casual staff 

● Opening and closing responsibilities (shifts are 9:15am-6:30pm) 

● Identify areas of continuous improvement

● Managing online store; sales, updates, including packing and shipping vouchers or stock. 

What we offer: 

You will be an integral part of our core team. We’ll be here to support you with ongoing training and education. Comma offers ongoing professional development and training and growth opportunities within the business.