Description

About Glen Ivy:

We pride ourselves on being everyone’s resort. A destination like no other. Whatever you come for: a day with friends or family, a wellness escape, top therapeutic treatments, healthy food or our beautiful pools and lush landscape, the team at Glen Ivy^® guarantees to make your day special, seamless and above all unforgettable.

Benefits/Perks at Glen Ivy:

• Resort privileges- employees get in for free!
• Friends and Family Resort rate
• 50% off services
• 30% off retail
• Birthday gift card
• 12 weeks of summer giveaways
• Paid sick time
• 1.5 pay on select holidays
• Medical/Dental/Vision/Life insurance (FT/PT only)
• 401k benefits

Hours of operation:

• Monday-Sunday 9am-5pm (November- April)
• Monday - Thursday 9am-5pm and Friday-Sunday 9am-9pm (May-October)

Please note that employees will be scheduled prior to and after opening/closing operating hours

Position Details:

The Coordinator is responsible for day to day operations of the guest service department, treatment buildings and/or bath house desk. They are to hold the Coordinator position to a high standard. There is a high expectation that Coordinators will meet or exceed goals pertaining to metrics measurements, to include cross selling, up-sales and same day service sales. As with all employees of Glen Ivy Hot Springs, Coordinators will embrace all standards and expectations set forth by Glen Ivy Hot Springs. Coordinators must be able to flow with, embrace, adapt and implement change.

-- Position Qualification Requirements --

Experience: Impeccable guest service skills, strong basic computer skills, successful cash handling skills. Customer Service; proven success at guest interaction and employee relations. Good common sense and some spa/salon experience preferred. Retail and inventory control knowledge a plus. Proven success in meeting sales goals.

Essential Duties:

• Sell, discuss, and book all services, promotions, programs and products.
• Make eye contact with each guest and give them the “Glen Ivy Welcome”
• Provide each guest upon leaving with a sincere “thank you” for visiting.
• Ask each guest to put a card on file for their convenience.
• Properly fill in and update each guest profile.
• Inspire a memorable, meaningful and enjoyable experience in everyone, every day.
• Maintain the essential E 3’s: Engage Everyone, Every time.
• Take payment and correctly give change as necessary.
• Share your knowledge of the property and offerings for the day with guests.
• Participate in all booking contest, retail contest and service contest.
• Proficient in Resort Suite scheduling system.
• Cash Handling.
• Communicate professionally and effectively.
• Strong computer skills.
• Friendliness and strong customer service skills.
• Ability to successfully multi-task in an organized and complete manner while maintaining a consistent and clear attitude of service.
• Ability and willingness to take ownership of assigned responsibilities and job duties.
• Proper telephone etiquette.
• Ability to purposefully communicate with teammates, supervisors and leaders. Must be a team player and be able to build positive relationships.
• Consistently project a personable, approachable, welcoming presence.
• Accountable for the success of Team and individual metrics goals.
• Must have a professional appearance.
• Problem solving and the ability to foresee potential problems and create solutions to ensure each guest a Quality Experience.
• Maintain High Touch, High Visibility interaction with both internal and external guest.
• When in buildings, engage all guests entering with the “Glen Ivy Welcome: and all waiting guest in pleasant and warm dialogue.
• Must have intimate knowledge of services offered, products, Resort grounds, guest programs and events and the history of Glen Ivy to effectively communicate to guest.
• Handle guest concerns, comments and questions with grace, professionalism and warmth. Capable of navigating through POS system to solve issues or problems.
• Check-in guest and schedule any additional treatments or services and direct them to the proper buildings or area.
• Be ready and proactive in answering any guest questions or concerns.
• Be ready and prepared to go above and beyond each guest expectations. Deliver with genuine warmth and friendliness.
• Inspire memorable, meaningful and enjoyable in everyone, every day.
• Monitor customer satisfaction with surveys, focus groups and comments cards.
• Consistent and daily communication with leadership.
• Communicate with Guest Services Manager and Guest Services Lead when necessary to complete or resolve tasks, guest issues, service provider’s issues or service schedules.
• Attend, engage and contribute to all staff meetings as scheduled.
• Follow all company standards and expectations, procedures and safety requirements.
• Arrive to work on-time and adhere to assigned schedule.
• Assist in implementing new protocols and procedures.
• Perform daily cleaning and maintenance duties for Guest Services and other needed areas.
• Perform temperature checks for guests checking in.
• Fully complete all assigned and unassigned opening, closing and daily administrative, operational and procedural duties.
• Responsible of performing other duties, task and projects at the direction of the Guest Services Manager.
• Work dual positions across property as assigned or scheduled.
• Maintain appropriate decorum, appearance and professionalism at all times.
• Provide all departing guest a fond farewell and thank them for their visit.
• Utilize time when guests are in treatments or nobody is checking in to complete tasks as assigned and ensure work stations are neat, cleaned and organized.
• All other duties as assigned by the Director of Operations.
• Take and successfully pass all certifications as required.
• Complete all assessments and sales classes as required.
• Assisting guests at the Front Desk of Bath House
• Assist Hosts when needed
• Complete Robe Rentals for Guests
• Appropriately handle lost and found items

Qualifications

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with this job. While this job description is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g., emergencies, changes in workload, rush jobs or technological advances.)