What are the responsibilities and job description for the Cowshed Spa Coordinator position at Soho House & Co.?

The Role...

At Soho House the Spa Coordinator is responsible for ensuring the highest level of member and guest satisfaction for spa customers by greeting customers, handling correspondence, answering customer inquiries, escorting guests to treatment areas, promoting spa services, and ensuring the operation run smoothly.

A successful Spa Coordinator is experienced in providing elevated guest experience and customer service by be extremely organization and process driven.

Main Duties...

Ensure every member is welcomed by name (if local) and guest is welcomed with open arms and in a hospitable manner, directed or escorted to desired spa / beauty treatment
Answer high-volume phone lines and calls for general inquiries, coordinate bookings, re-scheduling, confirmations and relay messages for members / guests among other inquiries
Well-versed on standard Q&A regarding amenities, spa treatments, hours of operation and amenity availability / pricing
Adhere to health and safety policy (I.e. IIPP, worker's comp procedures, and allergy procedures) is always followed as well as implement, monitor and enforce compliance with all Company policies, procedures, and standards and local, state, and federal law as applicable
Anticipate, identify and ensure all guests needs are being met and confident to problem solve in real-time to ensure any risks or concerns are addressed and action items have been set
Assist guests by checking / retrieving their coats and / or items they left with the bell person
Build relationships with members and guests and communicate and red flags and positive feedback to management to assess
Influence a fun and positive atmosphere by being approachable and professional
Daily management of retail area and cashier duties and processing of retail sales as well as upsell treatments and services as well as retail items to elevate spa experience(s)
Recording and keeping clear and accurate records of all queries, complaints, lost property and repairs and ensuring the information is delegated to, and resolved by, the relevant department

Required Skills / Qualifications

Minimum of 2 years' experience in a similar role within retail, customer service, beauty, health and / or wellness

Must have experience answering high-volume phone lines and answering inquiries professionally, timely and to the best of your abilities as well as coordinating, scheduling appointments and collecting payment for service

Knowledge of safeguarding and health and safety matters

Strong communication and people skills, organized, detail oriented, customer service driven and technology savvy

Flexible schedule and ability to work nights, weekends and holiday's (when applicable)

Ability to multitask and work in a fast-paced and demanding environment

Physical Requirements

Must be able to seize, grasp, turn and hold objects with hands.

Must be able to work on your feet for at least 8 hours.

Fast paced movements are required to go from one part of the club to others.

Must be able to move, pull, carry, or lift at least 20 pounds.

Occasionally kneel, bend, crouch and climb as required.

Why work with us...

Soho House offers competitive compensation packages that feature global benefits and perks. Whether you're seeking entry-level employment or a new opportunity to expand your profession, we offer training to develop the technical and managerial skills necessary to enhance your career.

Health Care 401K : Full time employees are eligible for full benefits; Medical, Dental & Vision as well as Retirement fund with a 2% match

Paid Time Off : Full- Time Employees have sick day's vacation days

Career Development : Soho House can progress your career domestically or internationally as well as managerially or technically

Soho Impact : Empowering the Soho House Community to make positive change, through mentoring, apprenticeship, local outreach and sustainability

Learning & Development : An extensive range of internally and externally run courses are available for all employees.

Cookhouse & House Tonic : Celebrating our passion for food and drink. Check out our monthly calendars and get involved in trips, training's and events. Available to all.

Team Events : From fitness sessions to cinema screenings and art classes, each month we hold a series of fun events which you can sign up to.

Team Meal : Whilst on duty in our Houses & Restaurants you will be provided with a substantial meal free of charge.

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