Job Details
Summary:
This position is responsible for maintenance of the front desk concierge, setting service expectations and accounting procedures, and drives positive guest satisfaction with the Spa experience. This position is critical in driving both guest satisfaction and sales by having positive guest interactions at all touch points throughout the Spa treatment. Focuses on guest delighters and finishes with suggestive selling of retail products at the conclusion of the Spa visit.
Responsibilities
Adheres to policies, and delivers all responsibilities
Submits all paperwork and financial reporting, in accordance to White Lodging standards
Develops and maintains accurate department maintenance procedures and checklists through routine preventative maintenance and repair
Makes and oversees Spa reservations, maximizing sales opportunities
Maintains a monthly inventory of supplies and/or products, when applicable
Is knowledgeable about the Spa, its amenities, and the ranch in order to effectively communicate with guests
Greets each and every guest with a smile, using direct eye contact
Goes the extra mile for guests by offering to make reservations and offer ranch information
Uses time efficiently throughout shift by checking equipment, locker rooms, gift shop stocks, inventory, etc. Ensures there is adequate coverage when it is necessary to leave the Spa area
Helps ensure the Spa is only accessed by actual guests, and that it is safe and secure at all times
Informs co-worker(s) of pertinent information at the end of the shift, maintains and updates staff communication book
Makes reservations for spa services and ensures information is accurate and communicated timely to all stakeholders
Processes all payments in an accurate and timely manner
Receives payments for treatment, good and services and properly accounts for the money
Reconciles daily sales, deposits, and receipts, if applicable
Assists staff with lifting, storing, and movement of furniture and products to maintain the facility and prepare for special events
Communicates with all guests in a warm, friendly, courteous, and professional manner
Helps to monitor and maintain an accurate count of inventory (robes, foot wear, towels etc.) and ensures there is stock on hand for guests entering the Spa
Other Information
COMPETENCIES
Judgment/Decision Making
Experience
Integrity
Resourcefulness
Organization/Planning
Excellence
Independence
Stress Management
Adaptability
First Impression
Likability
Listening
Customer Focus
Team Player
Communications - Oral & Written
Coaching
Team Building
Energy
SKILLS
Customer service experience; preferably in Spa environment
Previous cash handling experience
Excellence in communication
Customer service skills and work ethic
Professional manner
Discretion and appearance
Excellent verbal and written skills with strong telephone etiquette
Energetic
Enthusiastic and motivational
Strong team player
EDUCATION/EXPERIENCE
High School Diploma or equivalent, Previous cash handling experience
WORKING CONDITIONS
Spa Receptionists must interact with guests throughout their shift, therefore communication skills are required including speaking, listening and writing. Additionally, significant standing is required for extended periods of time (up to 7-8 hours).
Additionally, this position requires bending, lifting, stooping, squatting, reaching, overhead lifting, pushing, and pulling of up to 25 lbs. on a regular basis.
Location Code: 9090