Guest Services Manitou Springs, Colorado

Front Desk / Reception Staff Job Description

Department : Guest Services / Hospitality

Non-Exempt

Company Overview

SunWater Spa, is a unique and modern soaking pool facility, with a focus on the healing arts, Manitou mineral water therapies, spirituality, and local history in Manitou Springs, CO.

A newly-opened 6,000 sq ft day spa, with a 3,000 sq ft sister building, SunWater Spa is nestled in the beautiful Rocky Mountains, at the base of Pikes Peak, with a strong mineral springs component.

Job Summary :

This position reports directly to the Front Desk Assistant Manager and / or Spa Operations Director. The Front Desk / Reception Agent is responsible for all front desk / receptionist duties listed and identified below.

Duties and Responsibilities :

• Upholds the established protocols and procedures of the company, including those added / modified as needed.
• Coordinate with teammates to ensure a Guest Service Staff member is always present at the desk.
• Greet all guests entering the spa and acknowledge their departures with an appropriate closing.
• Assist guests with questions regarding all spa amenities, including but not limited to spa services, classes, events, soaking, saunas, policies, procedures, and products.
• Answer phones and incoming emails for all spa business.
• Assist guests in a friendly and courteous manner.
• Accurately book, change, and cancel spa appointments, packages, and services.
• Utilize the spas waitlist and effectively transfer guests to the appointment schedule when possible.
• Check guests into the spa computer system and appropriately charge for services performed and / or retail sales.
• Properly open and close the spa according to Standard Operating Procedures, ensuring all opening and closing duties are completed.
• Effectively be able to handle customer complaints and escalations. Report any and all complaints to the Shift Leader, Assistant Manager or the Spa Operations Director immediately.
• Report issues and offer solutions to the Spa Operations Director regarding guest services / reception policies, procedures and protocols..
• Monitor the 1st floor pool area, including but not limited to : organizing pool props, removing excess water from floors, cleaning doors, disposing trash, collecting dirty laundry (if applicable), and assisting customers as needed.
• Maintain cleanliness and operation of Infrared and Traditional Saunas, including but not limited to : keeping water filled, preheating saunas, monitoring temperatures, cleaning doors, scheduling sessions, and educating guests as needed.
• Coordinate and manage time effectively to ensure guests are brought to their scheduled therapies on time. Collaborate with Spa Floater(s), Shift Leader and Therapists as necessary..
• Actively educate guests on the spa, treatments, services, retail products, memberships, promotional packages and / or discounts available.
• Communicate to spa leadership any issues involving staff, guests or facility operations which require attention.
• Maintain a clean, safe, fully stocked, and well organized spa environment. Including changing rooms, yoga spaces, retail area, Brain Room, janitors closets, employee lockers, lobby areas, pool area, hallways and saunas.
• Manage the cash drawer throughout guest interactions.
• Navigate computers, spa software, and phone lines with skill and proficiency.
• Assist with or perform other duties as assigned by the staff Supervisor or senior management team.

Position Requirements :

• Must have excellent attention to detail and organization skills.
• Work effectively on a team as well as individually.
• Must have high integrity and be honest.
• Flexible availability including nights and weekends.
• Point of sales systems proficiency, MindBody preferred.
• Must be able to effectively and professionally perform job tasks in fast-paced conditions.
• Enjoy working with people and possess a friendly and outgoing personality.
• Must have excellent communication skills.
• Must have the ability to multitask.
• Must have enthusiasm and possess excellent customer service skills.
• Must possess basic math and money handling skills.

Education and Experience Requirements :

• 3 years of customer service experience preferred.
• High school diploma or equivalent preferred.
• Comfortable using a computer with efficiency.
• Customer relations skills.
• Experience with MindBody POS preferred.

Physical Requirements :

• Must be able to stand or sit for extended periods of time (position dependent).
• Must be able to reach, kneel and bend multiple times a day.
• Ability to lift, push and pull up to 50 lbs. (when necessary).
• Walking up and down stairs multiple times a day.
• Must be able to perform cleaning, wiping, sweeping and mopping motions throughout the day.
• Ability and willingness to follow all company, local and Federal guidelines regarding Covid-19 including face mask and social distancing requirements, vaccines and testing as required.
• Ability and willingness to follow thorough hand washing requirements
• Ability and willingness to follow all disinfectant requirements for spa service areas
• Note : All duties and requirements stated above are essential job functions. This job description in no way states or implies that these are the only duties to be performed by the staff occupying this position.

Staff members may be required to perform other job-related duties by their supervisor.