Description

POSITION PURPOSE

Perform in a pleasant, professional, and efficient manner, a combination of duties related mainly to spa guests’ needs. Welcomes the spa guest in a warm, friendly manner. Is familiar with all spa treatments. Proactively communicates with the guest over the phone in a friendly and courteous manner and describes all services in detail. Registration and checkout.

ESSENTIAL RESPONSIBILITIES

• Greet and welcome guests upon arrival.
• Execute the registration and checkout process at the Spa.
• Provides a positive, professional appearance and demeanor to our guests.
• Accept payment for guests’ accounts both at the time of registration and at checkout.
• Manages the spa reservation system to ensure seamless service to all guests.
• Answers the phone in a friendly and courteous manner.
• Carefully listens to guests and ensures services requested are reserved and scheduled.
• Confirms all reservations according to established policy.
• Serves as guest liaison with treatment providers to ensure the guest is aware of the service process.
• Follow the proper steps to make a treatment reservation.
• Seeks the opportunity to up-sell and recommends other hotel outlets to our guest.
• Ensures the highest levels of organization within the reception and the retail areas.
• Manages the reservation system and updates reservation schedules on a regular basis.
• Ensure all retail products are well displayed for the guests.
• Supports the spa director and helps with projects and inventories.
• Follow all safety and emergency procedures.
• Undertakes other responsibilities as directed by supervisor.
• Review current day’s reservations. Check all special treatment requests.
• Attend all scheduled training, departmental and hotel meetings.
• Practice safe work habits and ensure safe work practices to avoid injury to self and others.
• Ensure all privacy and security protocols are followed as well as departmental and company procedures.
• Confer and cooperate with other departments to ensure coordination of guest needs.
• Maintain an extensive knowledge of the hotel, its services, and facilities. Along with a general knowledge of the city where the hotel is located and its attractions.
• Maintain spa reception cleanliness and organized.
• All other duties assigned by manager or supervisor.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:

• Assist with any guest inquiry.
• Follow all company and safety and security policies and procedures.
• Report maintenance problems, safety hazards, accidents, or injuries.
• Perform other reasonable job duties as requested by direct and indirect supervisors.

PHYSICAL DEMANDS

• Environmental conditions are inside, a job is considered inside if staff spends approximately 75 percent or more of the time inside. Temperature is moderate and controlled by hotel environmental systems.
• Must be able to exert well-paced ability to maneuver between functions occurring simultaneously.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, and hearing ability and visual acuity.
• Hearing, smelling, and visual ability to observe and distinguish product quality and detect signs of emergency situations.
• Talking and hearing occur continuously in the process of communicating with other staff, guests, and supervisors.
• Must be able to bend, stoop, squat and stretch to fulfill cleaning tasks occasionally.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, filing cabinets, and other office equipment as needed.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:

• Must be available to work mornings, evenings, weekends and holidays.
• Must possess excellent communication and customer service skills.
• Must be friendly, professional, and patient.
• Must be detail oriented with outstanding organizational and communication skills.
• Must possess basic computer skills.
• Must possess basic computational ability.
• Ability to work well both independently and within a team. Strong attention to details and ability to multi-task.
• Experience with retail sales, spa products and services is preferred.
• Experience with scheduling appointments and using booking software is preferred.
• Must be detail oriented with outstanding organizational and communication skills.
• Must possess basic computer skills.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy and collect accurate information to resolve conflicts.
• Self-driven and able to work independently.
• Exceptionally strong in issue resolution and proven analytical skills with a strong attention to detail.

EDUCATION

High school or equivalent education required.

EXPERIENCE

• Experience in the hospitality industry preferred.
• Experience in a front desk or customer service role preferred.

LICENSES OR CERTIFICATIONS

• N/A

GROOMING

All Staff Members must maintain a neat, clean and well-groomed appearance per Azul Hospitality standards. Refer to the property specific required grooming and uniform standards policy.

ATTENDANCE

Regular attendance in conformance with the standards which may be established by Azul Hospitality, from time to time, is essential to the successful performance of this position. Staff with irregular attendance / tardiness will be subject to disciplinary action, up to and including termination of employment. Upon employment, all staff is required to fully comply with Azul Hospitality rules and regulations for the safe and effective operation of the hotel’s facilities. Staff members who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality industry, staff members may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required. This job description is not an exclusive or exhaustive list of all job functions that a staff member in this position may be asked to perform from time to time.

Qualifications