Spa Front Desk Clerk

PURPOSE AND PERFORMANCE GOALS

Greets all guests in a professional and courteous manner. Provides accurate and timely information and services. Responds to telephone and in-person inquiries regarding spa reservations, therapy descriptions, and guest concerns. Accurate input of spa appointments into the SMS system to ensure guest satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Greets and completes established check-in procedures for arriving spa guests on a daily basis, using computerized methods to insure guest satisfaction in the therapies requested.
• Perform guest check out at the Spa on a daily basis by following computer procedures in order to close guest accounts and insure accuracy. Correct any problems that may have been added to the folio to insure a satisfied guest at check-out.
• Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods in order to present the customer with timely and precise spa charges upon check-out and maintain accurate spa records.
• Answers inquires and accepts reservations, both in person and by telephone, by communicating spa therapy rates, appointment availability, and information by using suggestive selling techniques to sell spa therapies and spa merchandise, to increase appointments and revenue.
• Maintains good customer relations by answering questions and taking care of customer concerns in a timely and knowledgeable manner, in person and on the phone.
• Operates the telephone equipment by accepting incoming calls to schedule spa appointments and sending email confirmations while creating electronic intake forms to provide guests with timely and efficient service.
• Regularly schedule spa appointments following the established rotation guidelines to ensure fair and equal therapies between therapists.
• Schedules therapist breaks to coincide with maximum therapy room occupancy.
• Controls cash transactions at the Spa Front Desk and maintains complete responsibility for transactions during the shift.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Completes the shift check list to ensure accuracy of all aspects of the shift.
• Maintains the spa front desk logbook to enhance the department communication and communicates any problems to the next shift coming in and the supervisor.

SUPERVISORY RESPONSIBILITIES – Not applicable

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE

High school diploma or GED. One-year front desk or two years customer service experience; or an equivalent combination of education and experience preferred.

LANGUAGE SKILLS

Must be able to communicate clearly with guests, customers, supervisors, and fellow employees.

MATHEMATICAL SKILLS

Must be able to calculate amounts and apply basic addition, subtraction and multiplication.

REASONING ABILITY

Must be able to analyze routine data to make appropriate judgments regarding the process of guests checking in/out of the spa. Must be able to decide the timing of appointments to maximize therapy room occupancy to the fullest capacity.

CERTIFICATES, LICENSES, REGISTRATIONS – Not applicable

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Associates must be able to stand for extended periods of time. Use of hands, fingers, and arms is required. Job frequently requires standing, walking, bending, and crouching.

HOURS

Due to the business demands of the hospitality industry, and the fact that the Resort provides guest services 24 hours a day, 7 days a week, any employee may be required to work rotating shifts, including weekends, night shifts, and/or overtime. Also, depending on business demands, hours may be reduced at any time.

PAY SCALE

Starting at $15.00 p/hr.

FULL-TIME BENEFITS

• Medical

• Health Savings Account (HSA)

• Dental

• Vision

• Short-Term & Long-Term Disability

• Accident

• Critical Illness

• Hospital Indemnity

• Employer Paid Life AD&D

• 401k

• Employee Discounts & Amenity Usage Program