Spa Front Desk Agent

SUMMARY: 

The Spa Front Desk Agent is responsible for greeting guests, checking guests in, checking guests out, closing retail sales, scheduling next guest appointment, answering all incoming calls. Carefully looking at the schedule for each appointment booked to assure that therapists are allocated services in a fair manner, based on the services they are qualified to perform.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Greets guests and answers telephones.
• Schedules appointments for guests or, checks them in upon arrival.
• Answers guests' questions relating to Spa, Boutique, Hand and Foot Spa and Locker Rooms.
• Suggests add-ons or other services.
• Assigns lockers to guests.
• Assures each guest has filled out proper release forms and intake forms based on their scheduled services. Alerts therapists to any issues.  Assures therapists have proper paperwork prior to the beginning of the service.
• Assures that each guest profile is as complete as possible and has a cell phone, address and email address on file.
• Assures hourly that guests are checked out properly and so on.
• Watches guests waiting areas to assure guests are not forgotten 
• Refers guest problems or complaints to supervisor according to guest problem resolution policy.
• Contacts guests for payment in the event the guest did not check out upon departure. 
• Initiates reminder calls or reminders emails if needed.  
• Adheres to Four Winds Casinos standards for guest service
• Has a complete understanding of the Cloud-based software and must understand how to book appointments, cancel appointments, move appointments and so on.
• Must have a thorough understanding of the facilities policies relating to late-shows, cancelations, etc.  Must be able to clearly communicate this to each guest.
• Prepares all paperwork for the next day.  Prints schedule, etc.
• Communicates appointments to therapists when they are added when they are in an appointment 
• Performs other job-related duties as needed.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position.  They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified. The job duties referenced here may change from time to time.

Promotes the following within the department and among all employees:

• Creates an atmosphere of fun for all casino guests.
• Encourages mutual respect, dignity and integrity with all employees, by setting positive examples at all times.

QUALIFICATION REQUIREMENTS: 

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 general education degree (GED) preferred. Some college education preferred.  Previous spa/hotel experience preferred.  

SPECIAL QUALIFICATIONS:

Must be able to interact positively and professionally with a variety of people. Should understand the market and how to interact with sensitivity to guest needs. Must possess a positive and cooperative attitude, exercising reason. Must be friendly and outgoing and not uncomfortable with recommending products or closing retail sales for staff members. Proficient accuracy in Basic Computer Literacy required.

This position requires a LEVEL 4 Gaming License.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents.  Ability to respond to common inquiries from other employees or guests. 

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. 

REASONING ABILITY:

Ability to apply common sense reasoning to variety of situations.

PHYSICAL DEMANDS: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear.  The employee is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls.  The employee is occasionally required to reach with hands and arms, and to sit, climb or balance, and stoop, kneel, crouch or crawl.   

The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.  When on the casino floor, the noise level increases to loud.  A casino environment is typically smoky.