Spa Front Desk Receptionist

Spa Receptionists play a key role as part of the resort's indoor service team. Spa Receptionists serve an important guest-facing role in representing the resort’s standards in the hospitality and safety of our guests.

Spa Receptionists are cross trained in all inside Guest Services including retail operations and housekeeping and may be assigned shifts in other Indoor Guest Service roles or to support other property operations teams as assigned or directed. The best job fit is for individuals who enjoy helping people, problem-solving, working in a team environment, working independently, working indoors, and delivering exceptional guest customer service and service recovery.

Support channels and tools include the use of radios, phones, email, and online collaboration and support. The position is responsible for the reception area at the spa and providing exceptional customer service.

Duties include greeting all guests, answering phone calls, assisting guests with questions regarding spa services and products, booking all spa appointments, checking the guests into the computer system, and proceeding with the transaction. The Spa Receptionist also assists Massage Therapists and Estheticians in preparations for guest arrival and room turnover.

Standard minimum requirements for all Durango Hot Springs Resort and Spa (DHSRS) employees are as follows:

• The desire to provide excellent service to DHSRS guests, DHSRS team members, vendors and partners (includes food truck operators and their employees).
• The desire and behaviors to be a team player—to support, serve and be a participating member of the DHSRS team.
• Excellent communication skills, oral and written.
• Strong inter-personal skills, team advocacy and guest advocacy skills.
• Must be willing and available to work varying hours and or schedules including days, nights, holidays, and weekends.
• May be required to stand for long periods. Some activities require heavy lifting and physical activity persistently throughout shift.
• Skills, willingness and fit to operate and continually improve DHSRS operations, products and services and contribute to the overall goals for service to Soaking Guests, Spa Guests, Partners and resort operations as required.
• High school diploma, college degree and or experience equivalent.

TASKS AND COMPETENCIES:

Indoor Operations: Accurately book, change and cancel spa appointments. Acknowledge and greet everyone who enters and leaves spa facilities. Provide detailed descriptions of treatments, products, facility features, and hours of operation. Utilize computers with skill and proficiency. Maintain a cash bank. Answer the phone promptly and use the guest’s name throughout the phone conversation. Retrieve and return voicemails. Actively promote soaking, memberships, services, and retail, as well as programs, promotions, and/or discounts available. Maintain eye contact when addressing external and internal guests. Handle guests’ questions and concerns professionally and courteously. Provide accurate, appropriate, and immediate responses to all requests by guests, ensuring complete guest satisfaction. Maintain a clean, safe, fully stocked, and well-organized work area. Develop the ability to work without constant direct supervision and remain at assigned post for extended periods. Maintain a positive attitude and contribute toward a quality work environment. Regularly attend, participate in, and support training and staff meetings. Assist in all areas of operation as requested by management. Communicate with management all occurrences involving staff or guests in the spa that require attention.

Property Upkeep- Responsible for the oversight and proper use of the resorts’ Spa areas, Trimble Club lobby and indoor facilities. Responsible for assisting in housekeeping or retail operations. Assists with any task as requested by upper management/supervisor.

Customer Service- Displays excellent customer service by responding to all questions and inquiries regarding the property. Has a good general knowledge of spa services, hot springs amenities, history and future construction projects. Always maintains professionalism even while dealing with behavioral issues. Contributes to providing a world-class spa and soaking experience.

Safety- Monitor guest traffic through walking paths, showers and other potentially slippery area. Keeps an eye on all soaking tubs and family side swimming areas. Is familiar with emergency procedures and where to find emergency resources. Addresses inappropriate behavior (people under the influence, people running, climbing on rocks, children's toys, etc.).

Prerequisites

Education:

Four Year College Degree Preferred.

Experience:

At least two years' related experience required.

Skills:

Language: Ability to read, write and comprehend instructions, correspondence, and memos. Ability to effectively present information in one-on-one or group situations to guests, partners, affiliates and other employees.

Interpersonal Skills: Ability to recognize stress and attitude in all forms of interpersonal communication verbal, listening, written and non-verbal communication. Effective communication skills that result in mutual understanding and build healthy working relationships and performance outcomes.

Leadership Skills: Ability to communicate well and clearly, positively motivate team members, handle and delegate responsibilities, listen to feedback, serve as an example of exemplary behaviors, and have the flexibility to solve problems

Mathematical: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to count, use a calculator and a spreadsheet.

Reasoning Ability: Ability to apply commonsense understanding and good judgement to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving multiple variables in standardized situations. Ability to apply experience, judgement and training to handling exceptions.

Computer Skills: Must have good command and understanding of computers and standard software: word processing, spreadsheet, presentation, email etc.

Phone Skills: Ability to communicate effectively and use the phone effectively to accomplish goals for both inbound and outbound calls.

Physical:

Requires smiling, standing, walking, bending, reaching, sitting, grasping, repetitive motions; ability to climb, balance, stoop, kneel, talk and hear and ability to lift up to fifty pounds. Ability to see clearly at close range or far distance. Requires peripheral vision, depth perception, and the ability to adjust focus with or without corrective lenses.

Certifications

TIPS and ServSafe Certifications and training will be required as a condition of hire to be completed within an agreed upon time.

CPR training and certification will be a condition of hire to be completed within an agreed upon time.

Success Factors

• Ability to communicate
• Ability to fully commit to roles and responsibilities
• Ability to work with intensity and urgency
• Ability to accept Stewardship responsibilities
• Ability to analyze and project expected consequences of business decisions
• Be authentic and honest
• Be consistent
• Ability to support, train, mentor and coach
• Ability to constructively deal with conflict
• Ability to plan and ability to define end states
• High level of emotional intelligence
• Strong interpersonal skills
• Ability to manage task and relationships

Job Types: Full-time, Part-time

Pay: $15.00 - $16.00 per hour

Benefits:

• Employee discount
• Flexible schedule
• Paid time off

Shift:

• Day shift
• Evening shift

Ability to commute/relocate:

• Durango, CO 81301: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

Salary : $15 - $16