Spa Front Desk Agent

SUMMARY:

The Spa Front desk is responsible for welcoming all guests into the spa with a warm greeting and eye contact and full attention to the guest in front of you. Use the guests name throughout your contact. The candidate must be able to use a computer to check guests in for their spa experience and change or create new appointments, and in close out the guest’s folio. Provide a tour to all spa guests and ensure that guest knows where everything is. Must be able to answer questions about services and spa packages and the property in general. Must respond to any guest upset with empathy and engage a manager if needed to ensure a good result. Must be able to respond immediately to any accident, injury safety issue and contact a member of management. Must be able to arrive to work on time and stand for the entire shift.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

· Attends orientations required of all new hires

· Be on time for shift and maintain consistent, regular attendance record

· Properly open and close spa each day according to Standard Operating Procedures

· Accurately book, change and cancel spa appointments

· Acknowledge and greet everyone who enters and leaves spa facilities

· Ensure the locker room and relaxation area are clean and stocked for flow of in-coming and out-going guests

· Ensure that check-in and payment process is handled in accordance with the company policy

· Provide detailed descriptions of spa treatments, packages, services, facility features and hours of operation

· Utilize spa computers with skill and proficiency; document guest information in electronic record as directed

· Answer the phone promptly and use the guest’s name throughout the phone conversation; operate phone system accurately and efficiently.

· Actively promote the spa, treatments, services, sessions and retail, as well as programs, promotions and/or discounts available.

· Maintain eye contact when addressing external and internal guests; develop professional and personalized relationships with regular guests, ensuring complete guest satisfaction

· Maintain clean; safe, fully stocked and well-organized work area

· Ensure adequate stock of supplies and equipment; inform management when stock is low

· Develop ability to work without constant direct supervision and remain at assigned post for extended periods of time

· Maintain positive attitude and contribute toward a quality work environment

· Regularly attend, participate in and support training and staff meetings for the spa

· Ability to perform duties of the Retail Consultant as needed

· Assist in all areas of spa operation as requested by management

· Communicate to management any and all occurrences involving staff or guest in the spa that require attention.

· Balances the appointment book.

· Communicate callouts and lateness.

· Covers the uncovered appointments due to callouts, lateness or other scheduling errors.

· Covers uncovered body appointments when needed

· Handles no-show guests

· Communicates with Management, Therapists, Reservations and Dining Rooms regarding guest requests, needs, changes, or conversations of praise or dissatisfaction.

· Upsells treatments and fitness to the guests.

· Performs hourly walkthroughs of spa area, ensuring it is clean.

· Signs out keys for staff ensuring proper logging procedures are upheld.

· Sells gift certificates.

· Reports any Spa Maintenance issues to Engineering using the Work Order System.

· Ensures the proper handling and documentation for Lost & Found procedures.

· Conducts Spa tours to thoroughly acclimate guests to the Spa environment

· Assists in the Men’s and/or Ladies Locker Rooms and Prep Room as needed.

· Performs all other tasks as assigned by Management.

• QUALIFICATIONS:
• Must be detail-oriented and have ability to multi-task
• Ability to be efficient and productive in a fast –paced environment
• Must have enthusiasm and possess excellent customer service skills
• Must be able to prioritize

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• Enjoy working with people and possess a friendly and outgoing personality
• Excellent communication, listening and computer skills
• Must be a team player
• Must possess the ability to interpret such documents as staff schedules, meeting minutes, safety rules, policy and procedure manuals, standards and procedures, disciplinary notices, and performance reviews.

EDUCATION and/or EXPERIENCE:

• High School Diploma required.
• Guest Service experience necessary. Minimum of 1 year prior experience in hospitality, spa or related guest service required
• Computer facility required.

LANGUAGE SKILLS:

• Must be able to speak, read, and write in flawless English.
• Second language skills a plus.

MATHEMATICAL SKILLS:

• Must be able to add, subtract, divide, multiply and be proficient in the use of adding machines, calculators and learn EXCEL spread sheets.
• Must be able to understand and calculate using the metric, Fahrenheit and Celsius systems.

PHYSICAL DEMANDS:

• Must be able to read a computer monitor and type on an electronic keyboard while standing.
• Must be able to push, pull, tug, lift and carry 50lbs. at a time.
• Must be able to walk long distances between buildings.
• Must be able to stand at post for 6 to 8 hours per day.

WORK ENVIRONMENT:

• The environment is fast paced with a high volume of guest, employee, management and phone interactions.
• Must be able to work in an environment where guests may be scantily clad or disrobing for services.

AVAILABILITY:

• Must be able to work flexible hours including evenings, weekends, and holidays as business demands and without restrictions.
• Flexibility is essential. Shifts are 6 to 8 hours in length and rotate.

Job Types: Full-time, Part-time

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Work Location: In person