Spa Receptionist

Title: Spa Receptionist

Reports to: Spa Manager

Position Type: Part-Time, Non-exempt

Job Summary:

As a member of the Hacienda Spa team, this role is integral in representing the Los Poblanos brand and our unique well-being model. This position will enrich the guest experience by connecting guests to our historic property and organic farm through spa and wellness services. This position is responsible for welcoming guests to the spa, making them feel comfortable, and providing them with the highest standards of hospitality and professionalism. This position will support the spa operation by greeting guests, answering phone calls, accurately and efficiently booking spa and wellness appointments, responding to guest inquiries, possessing expert knowledge of spa treatments and products, and properly utilizing spa software to process transactions and maintain accurate guest records and preferences.

Why you'll love it here:
At Los Poblanos, you will discover more than just a job. Join a team that values your contributions, fosters innovation and provides competitive salaries and benefits. Work in one of New Mexico's most inspiring natural and historic settings while taking your career to the next level. Rooted in our mission to preserve this extraordinary property, our core values embrace community, hospitality, empathy, excellence, respect and stewardship—driving an unforgettable guest and employee experience. There are many opportunities to learn, grow and lead with the dynamic teams at our award-winning restaurant, boutique inn, serene spa, stunning event spaces and organic farm. Dive into hand-made artisan products at our production facility and retail locations or go behind the bar at our vibrant tasting rooms in downtown Albuquerque and Santa Fe.

Duties & Responsibilities:

• Uphold all service standards for booking treatment reservations, checking guests in for treatments, and checking out guests after treatments
• Answer phone calls promptly and professionally
• Document, communicate, and execute guest requests seamlessly
• Provide facility tours with thorough knowledge of spa offerings and property history
• Ability and knowledge to act as a retail consultant as needed
• Maintain active knowledge of all guest offerings property wide
• Engaging guests to understand their needs and educate them on options that best meet them
• Develop professional and personalized relationships with repeat guests
• Handle guests’ questions and concerns promptly, professionally, and courteously
• Walk spa facilities frequently to ensure appropriate cleanliness, with special attention to the front desk area
• Complete daily assigned checklists and job duties with a sense of urgency
• Strive to create a personalized experience for every guest
• Develop an ability to work without constant direct supervision
• Communicate effectively with service providers and spa attendants
• Regularly attend and participate in spa trainings and meetings
• Communicate effectively between departments and within the department to ensure team(s) operate with a full understanding of guests and possible issues
• Maintain a positive attitude and work within the culture established by Los Poblanos
• Be on time for scheduled shifts and uphold a good attendance record
• Assist in all areas of spa operation as requested by management

Essential Job Functions:

• Uphold all service standards for booking treatment reservations, checking guests in for treatments, and checking out guests after treatments
• Properly open and close the spa each day according to standard operating procedures
• Provide detailed and accurate descriptions of spa treatments, packages, wellness programming, and general property information
• Utilize spa software with skill and proficiency to ensure accurate guest records and tracking of guest preferences
• Act as a positive role model and ambassador for Los Poblanos and the Hacienda Spa
• Maintain accurate and up-to-date knowledge of the property, products, and services available throughout the business
• Share historical and cultural information about Los Poblanos with guests when appropriate
• Demonstrate respect, sensitivity, and concern for guests' needs professionally and pleasantly
• Collaboration and partnering – Identifies opportunities and takes action to build relationships between individuals, teams, and departments to help achieve business goals
• Communicate to management all occurrences involving staff or quests that require immediate attention

• At least 3 years of Customer Service experience
• Experience working in a high-end resort urban day spa environment preferred
• Available to work varying shifts such as nights, weekends, and holidays
• Professionalism, strong customer service skills, and well-developed organization and computer skills are necessary
• Detail-oriented and with the ability to multi-task
• Ability to be efficient and productive in a fast-paced environment
• Excellent communication, listening, and computer skills
• Must possess a cooperative and positive attitude
• Must be able to interact professionally and with sensitivity to the needs of the guests and co-workers
• A passion for well-being and understanding of Los Poblanos values

Preferred:

• At least 3 years of customer service experience, including experience working in a high-end resort or urban day spa environment

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.