Spa Front Desk Agent

SUMMARY:

The Spa Front Desk Associate is responsible for the reception area at the Spa, including the greeting of all guests, answering phone calls, assisting guests with questions regarding spa services and products, booking appointments, checking guest into the computer system, charging for services performed and selling retail. Additionally may be required to assist with cleaning/stocking of sauna, private event room, locker rooms, relaxation rooms and spa reception area.

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/or 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 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

· Maintain a spa desk bank

· 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

· Compose and email a Nightly Report to management.

· 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

· 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.

· Finds covers for uncovered appointments when needed

· Handles no-show guests

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

· Upsells treatments to the guests.

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

· Signs out cash bank and verify it is at designated amount.

· Sells gift certificates.

· Assists in the fulfillment of online orders.

· Coordinates orders with inhouse Restaurants and Room Service as needed.

· Reports any Spa Maintenance issues to Management.

· 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
• 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 stand at post for 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 up to 8 hours in length and rotate.

Benefit Conditions:

• Waiting period may apply

This Company Describes Its Culture as:

• Stable -- traditional, stable, strong processes
• People-oriented -- supportive and fairness-focused
• Team-oriented -- cooperative and collaborative

COVID-19 Precaution(s):

• Remote interview process
• Personal protective equipment provided or required
• Plastic shield at work stations
• Temperature screenings
• Social distancing guidelines in place
• Sanitizing, disinfecting, or cleaning procedures in place

Communication method(s) used:

• Email
• Phone
• In person

Work Remotely

• No

Job Type: Part-time

Benefits:

• Employee discount
• Health insurance

Shift:

• Day shift
• Evening shift

Weekly day range:

• Weekends as needed

Work Location: In person