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
• 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.

Last updated : 2024-05-03