Overview: Responsible for portraying a welcoming, professional demeanor and providing exemplary customer service to guests and staff ensuring the guest experience from walking through the door through checking out is exceptional.
Responsibilities:
- Open and Close the facility ensuring product is secure and doors are locked.
- Initial contact for spa guests check in/check out, greet guests in a welcoming fashion
- Manage, book & update appointment schedules disseminating correct information to guest regarding services as well as provide schedule updates to technicians in a timely fashion and follow through and detailed documentation of appointments
- Provide professional guest centered customer service by answering spa, resort and staff related inquiries about services, appointments, scheduling , and other activities including resolving guest issues and providing manager’s updates
- Accurate billing out guests; recording data; maintaining an accurate bank providing accurate financial/accounting reports daily
- Assist with facility cleanliness and safety, check all areas for clean floors/carpet, check bathroom areas for clean sink area, check shower areas for cleanliness straighten up inventory rooms and dispose of empty boxes, put dirty towels in the hamper and take to laundry pick up area
- Perform administrative tasks: perform accurate daily closing accounting
- Assist with retail/wholesale purchasing, tracking, and inventory
- Assists with group bookings and Central Reservation question
- Handle high volume of telephone calls with guests and central reservations with accuracy
- Upsell spa products and actively engage guests with retail products acting as a salesperson
- Performs duties to include: escorting guests to locker room, stocking amenities, providing locker combination instructions, guest slippers and robes, write orders to for new product (fruit, teas, etc) prior to running out, clean and stock slippers, stock and fold towels and ensure quiet room is tidy
- Engage in appropriate “small talk” with guests
- Report areas in need of repair immediately to supervisors/managers
- Address safety issues immediately; bring to attention of management
- Back up for supervisor during absences
- Performs other duties as assigned by management
Qualifications:
- Must maintain confidentiality of guests under HIPPA
- Must be reliable, responsible, organized and punctual
- Must maintain high standards of personal and facility neatness with professional presentation
- Must be at least 18 years of age
- Computer skills mathematical and cash handling skills required
- Proficiency in Microsoft Word and Microsoft Excel
- Excellent interpersonal communication skills both on the phone and in person
- Must possess the ability to multi-task in a high volume retail environment
- Must be able to sit / stand for up to an 8 hour shift with the ability to lift 25 pounds or more and go up/down stairs and walk throughout the day
- Ability to work well with little direct supervision as well as in a team environment.
- Position requires flexible availability with ability to work days, nights, weekends, holidays as required
- Retail sales experience a plus
- High school diploma, required
- 2 years customer service in a professional hospitality atmosphere; with computer use, retail sales and purchasing experience, required
- Spa or Hotel booking experience preferred
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Last updated on Jun 21, 2024