Spa Front Desk/Attendant

The Spa Front Desk / Attendant is responsible for handling daily operations of the Spa by maintaining the cleanliness and organization of our spa facilities, handling client reservations, and assisting guests as needed by contributing to the overall guest experience and satisfaction

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The Spa Front Desk / Attendant shall strive to provide exceptional service to both internal and external guests at all times. They will be responsible for exemplifying the SCP’s Culture & Core Values.

The Spa Front Desk / Attendant is required to accurately record all hours of work using SCP’s timekeeping system. Accurately recording time is required to ensure that the Spa Front Desk / Attendant is paid for all hours worked as required by the wage and hour laws. Working “off the clock” is strictly prohibited. If any manager or supervisor directs you to or suggests that you should, perform work while not “on the clock,” you must notify the Regional Director of People Services immediately. Similarly, the Spa Front Desk / Attendant is not permitted to perform work after hours or from home without specific direction from their supervisor. In the event such work is authorized, all time spent working must be reported on the employee’s time record.

The Job

• Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
• Observing guest reactions and conferring frequently with team members to ensure guest satisfaction.
• Maintain positive guest relations at all times. Resolve guest complaints to over-the-moon satisfaction.
• Follow Hotel policies with lost and found items.
• Adhere to Hotel requirements for guest and team member accidents or injuries and in emergency situations.
• Continuously promote sanitation, safety, and security efforts.
• Encourage Social Media/5-star compliments or reviews on OTA’s.
• Embrace and exemplify the SCP Culture & Core Values in your work.
• Perform various clerical duties as needed, such as creating and updating client files, answering phones, scheduling appointments, and managing paperwork.
• Have knowledge of Microsoft Office/Google Suite and other computer basics to support work related to daily operations, check ins, and transaction processing.
• Maintain knowledge of all current spa services, retail products, and specials.
• Maintain knowledge of health and wellness benefits and contraindications.
• Promote spa specials and retail products by sharing professional knowledge.
• Provide orientation tours for guests as needed so that they are familiar with all aspects of the spa and have all questions answered to guest satisfaction.
• Monitor guest amenity usage and replenish supplies throughout the day as needed including towels, robes, toiletries, refreshments, and other offerings.
• Inspect, plan, and ensure that all materials and equipment are in complete readiness for guest usage related to locker rooms, saunas, hot tubs, and relaxation lounges.
• Follow established protocols for cleaning and sanitizing guest facilities including treatment rooms, salon stations, locker rooms, and lounges areas.
• Maintain a high level of professionalism in all aspects of the job especially in times where clients may be emotionally processing or feeling insecure about their bodies.
• Continuously promote a warm and inclusive spa environment for guests' of all different backgrounds, ethnicities, sexualities, and gender identities.
• Comply with state massage and cosmetology board regulations.
• Comply with all state and local safety and health regulations.
• Report any maintenance issues, safety hazards, or cleanliness concerns to the Spa Manager or designated supervisor promptly.
• Maintain complete confidentiality in all guest matters in accordance with Hotel policy.
• Other duties as assigned.

Job Requirements

• Must be a United States citizen or possess a valid work permit.
• Must be able to read, write, and speak English. Fluency in other languages is beneficial.
• Must be able to accurately follow instructions, both verbally and written.
• Ability to work a flexible schedule that may include evenings, weekends, and holidays.
• Must be able to work in a fast-paced environment with urgency and empathy.
• Outstanding coordination and multi-tasking abilities.
• Professional in appearance and demeanor.
• Ability to learn, understand, and work within POS, PMS, CRM, and other Hospitality-specific software systems.
• Must have general computer skills including Microsoft Office and Google Suite.
• Must have the ability to deal effectively and interact well with guests, vendors, and team members.
• Must have the ability to resolve problems and/or conflicts in a diplomatic and tactful manner.

Supervision

• Reports to the Spa Manager.

Education and Experience

• High school diploma or equivalent.
• Previous customer service experience preferred.
• Previous experience in a Spa environment preferred.
• Previous retail experience preferred.
• Administrative or reception experience is strongly preferred.

Working Conditions

• Must be able to lift, carry, push, pull 50 lbs.
• Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently, and squeezing & overhead reaching occasionally.
• Must be able to bend, squat, crawl, kneel, push, pull, walk on uneven surfaces on an occasional basis.
• While primarily an indoor job, must be able to walk outside in a variety of weather conditions (rain, wind, heat).
• Must be able to climb stairs occasionally, both indoors and outside in a variety of weather conditions (rain, wind, heat).
• Must be able to work in variable room temperatures.
• Noise level is usually moderate.