What are the responsibilities and job description for the Guest Services Coordinator position at Houstonian Hotel, Club and Spa?
MAJOR FUNCTIONS:
Responsible for scheduling spa services, meeting and greeting every guest that enters the facility in the manner trained by The Spa. Direct all efforts toward guest satisfaction, the achievement and maintenance of The Spa standards and profit maximization.
GENERAL RESPONSIBILITIES:
- Adhere to all standard policies and procedures.
- Perform all guest activities in a cordial, efficient and professional manner, at all times maintaining a commitment to guest satisfaction.
- Maintain a cooperative, team-like attitude in working with management and fellow associates in all Houstonian departments. Help achieve our common goals of maximizing guest satisfaction and profit margins.
- Maintain a positive attitude towards co-workers and the job being performed.
- Report to work on time in a properly cleaned and pressed uniform. Hygiene is key in this environment due to the close proximity working with the clients. Employee scent should always remain neutral.
- Adhere to a professional relationship with clients of The Spa. Discussion of internal matters of any sort with clients is not permitted.
- Reports and documents any observed or known safety hazards, conditions or unsafe practices and procedures to management immediately.
SPECIFIC RESPONSIBILITIES:
- Schedule all spa services (via telephone and in person) in an efficient manner to maximize associate productivity.
- Promote and sell all spa services using direct questioning and listening to the needs of each guest.
- Promote and sell all retail items via telephone and in person.
- Always maintain work area in a neat and clean manner. This includes front desk, lobby area, reservations office, concierge desk and work folders.
- Participate in maintaining neatness of service waiting areas including Front Lobby, Tranquility room and Relaxation room.
- Participate in maintaining and on-going organization of the retail areas of the Front Lobby.
- Meet and greet each guest as they enter The Spa. Verify the guest’s schedule, and orient the guest to the spa facilities and other amenities, obtain payment method upon exit.
- Be fluent and knowledgeable about spa services, prices, facilities and other campus activities.
- Oversee a guest’s visit to the Spa. Specific tasks may include giving tours of the spa, answering questions, and escorting the guest to the specific areas.
- Work towards meeting the needs and wants of the guest during their stay.
- Always assist in maintaining the appearance and cleanliness of the locker rooms and all spa public areas.
- Inform managers of ways to improve overall operation of the spa, your working experience and the comfort of our guests.
- Assist other departments whenever necessary (and available).
- Attend all training sessions, learning new techniques to be used in the performance of the job.
- Perform any reasonable tasks assigned by a supervisor or manager.
- Attend all staff meetings.
- Clock in and out at every shift.
- Report and turn in to management any lost and found items.
- Report any maintenance problems throughout the spa to management.
- Support fellow staff members by noticing how they are feeling and providing compassion.
- Must maintain client and spa business confidentiality/privacy at all times.
WORK SCHEDULE:
- The Spa functions 12-16 hours per day, 7 days a week, 365 days per year. All employees must realize this fact and be aware that at times it may be necessary to change an associate from their usual shift as business needs change.
- At times due to lack of business, it may be necessary to reduce work hours.
- The Spa is currently open to guests from 8:00 AM to 6:00 PM Monday through Wednesday and from 8:00 AM to 8:00 PM Thursday through Sunday. This may change based on business needs.
- Report to work on time for your scheduled shifts.
- Weekend work schedules are a part of this position.
PREREQUISITES:
- Must speak fluent English.
- TABC certification is required for this position.
- Must be proficient in basic functionality of Microsoft Word and Excel and able to learn Spa Software program.
- Prior Spa experience is ideal. Prior experience in a customer-oriented atmosphere, preferably a hospitality field.
- Must be able to deal with people in a professional manner under pressure.
- Must be flexible in work scheduling.
- Must be able to perform some strenuous physical labor (lifting boxes).
- Confidentiality with co-workers and clients regarding ANY in-house practices is a must.
- Professional appearance.
- Must be dignified: treat people at all times with courtesy and respect.
trustworthy: be completely honest in all interactions with others.
accountable: stand behind the work you do.
friendly: show compassion and respect.
SAFETY AWARENESS:
- Attending all Houstonian training classes offered upon hire.
- Follow all aspects of job safety.
- Understand that the job may require bending, stooping, and lifting of materials up to 20 pounds.
SPA PHILOSOPHY:
When hired by the Spa at The Houstonian and upon completion of a training program, you will join a select group of professional men and women who are dedicated to providing the finest service in the spa industry. You may be required to work weekends, holidays and irregular hours. You will be confronted with a great variety of people with an equal variety of needs. You will have to think on your feet, keep smiling and make sure our guests want to return to the Spa at The Houstonian.
Most importantly, adapt to the theory of “If it is not in my job description it does not mean I am not responsible for it.”
The Houstonian Hotel, Club & Spa is an Equal Opportunity Employer. We are committed to creating an inclusive and diverse workplace where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by law. We encourage individuals of all backgrounds to apply. To access the ‘EEO is The Law’ information poster please visit https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf
Skills
Required- TABC certfication
