Description

Deliver quality service and maintain the overall appearance of the reception area in accordance with service criteria. Responsible for the initial introduction of the Spa & Fitness Center to members according to The Westmoor Club standards. Provide information about the Spa & Fitness Center and its services, treatments and concepts, as well as pricing, as requested. Understand all Spa services, treatments, classes offered, and be able to explain each in a clear, precise manner, as well as booking appointments. Maintain a brilliant smile and positive attitude even at times under the most trying circumstances. A thorough understanding of hospitality and service is a must.

In order to be considered for this position, we are looking for an individual who ideally has previous member/guest service in a luxury hotel or resort setting. The position of Spa Reception Concierge at The Westmoor Club is unique and challenging. While providing service to members, the Concierge is also providing a very important function for our fellow employees, Nantucket Island and the local area. Spa Reception Concierge assumes nothing from our members, promises them nothing, but gives his/her all and never says No! One must understand the answer is always Yes! Inherent in every question, there is an answer. His/her job is to find it in the most efficient and pleasant way possible. A Spa Reception Concierge is responsible for creating an atmosphere around his/her desk that welcomes our members and employees. Your function is to communicate with other members and team mates, satisfy a tremendous need for personal service and develop a true sense of community for him/her in the local area.

Primary Job Duties and Responsibilities:

1. Complete understanding of all spa services offered and market them appropriately
2. Schedule appointments, greet members upon arrival and help members through the process of checking in for a spa service through the final checking out and charging the member for the service
3. Provide a retail service
4. Be aware of and willing to help enforce the rules of the Club and Spa & Fitness Center in a professional and courteous manner and according to club policy
5. Help with the upkeep of the merchandise, fitness floor, and spa areas as needed throughout the day
6. This position requires excellent computer and phone skills, along with the ability to multitask
7. Must be people-oriented with a positive attitude, professional appearance, and strong public relations and service skills
8. Ability to work in a team environment is a must
9. Exceptional organizational skills are a must, as well as exceptional oral and written communication skills. Ability to communicate well in English
10. Must be a good listener and enjoy people; must understand and apply on a daily basis TWC Standards and 7 Principles
11. Must be outgoing, dependable, and self-motivated
12. Spa Desk Concierge must have a good lasting influence on our members’ impression of The Westmoor Club and Nantucket Island.
13. Spa Reception Concierge must apply patience, tact, understanding and resourcefulness in meeting the many and varied demands of our members. Spa Desk Concierge must have a good lasting influence on our members’ impression of The Westmoor Club and Nantucket Island.
14. Well organized and able to prioritize in a busy environment. Physically able to be on your feet for 8 hours per day.
15. Ability to multi-task with telephone, computer, and members who may be directly in front of you at reception area. A
16. Quick thinking, ability to give clear, concise directions (walking, driving, verbal), refer/recommend a wide variety of club activities and services as well as current information with local island area and all of its many facets.
17. Handle member and guest comments in a professional manner according to club policy. Refer any significant issues to the Spa Director. Use ideas, feedback and suggestions to continuously improve the services provided to members
18. Due to the cyclical nature of the hospitality and club industry, team members may be required to work varying schedules (including nights and weekends) to reflect the members’ needs of the club
19. Flexibility, understanding, and willingness to fill in for other positions as the need arises
20. Ability to participate in after closing merchandise inventory counts is also possible

Generally Applicable Competencies

1. Excellent communication skills with attention to detail.
2. Punctuality and dependability.
3. Adherence to all club policies, procedures, and rules contained in The Westmoor Club Employee Handbook.
4. Maintain productive relationships with other club personnel, working closely with your team.

Functional Competencies

1. Leadership/Integrity: Effectively communicates The Westmoor Club’s mission and purpose; builds trust among team mates and members.
2. Interpersonal Skills: Relates and strives to get along with fellow team mates; always willing to go the extra mile when helping another team mate achieve their best.
3. Productivity/Organization: Meets deadlines with special projects overseen by Spa Director; effective use of time, and handles multiple tasks simultaneously.

Qualifications

Knowledge and Skill Set Requirements

1. Basic knowledge of “spa”; basic knowledge of fitness and wellness
2. Basic computer skills including, but not limited to Excel, Word, Outlook, and Power Point.

Minimum Education/Prior Experience/ Qualifications Required

1. High School Diploma
2. Prior experience in Club environment a plus; prior experience in 5-star resort a plus; prior experience in fitness environment a plus.

Physical Requirements

1. Must be able to lift up to 25 pounds
2. Must be able to stand on feet for a minimum of 6 hours.

Standard Club Requirements:

Employees are expected to present a clean and neat appearance while on the job. Clothing is to be kept clean and pressed. Personal cleanliness is expected, including wearing deodorant, bathing and oral hygiene. Excessive make-up and jewelry is not permitted. Employees are expected to arrive to work on time and leave personal belongings at home or in a locker. Employees should conduct themselves in a professional and courteous manner when dealing with members, management and other staff.

Work Hours:

Full and Part time employees must work all scheduled shifts. We have a short three month season at the Westmoor Club and need every employee to be here 100% of the time that they were hired for. Requested days off will try to be honored by management but never guaranteed. If there is a scheduling need within the club, that takes priority. This includes Holiday’s, Mornings, Afternoons, Nights and Weekends. If an employee is sick they are expected to get their shift covered and speak directly to a manager for approval. All employee shift changes must be put in writing on a (shift change request form) and approved by a manager. We do understand that people get sick and things come up so please be flexible and helpful to other employees that may need a shift covered.

Nothing in this Job Description restricts The Westmoor Club’s right to assign or reassign duties and responsibilities to this position at any time. This position is at will, which means that it can be terminated by the employee holding the position or by The Westmoor Club at any time, with or without notice or cause.