Spa Coordinator

The Spa Coordinator is the welcoming face and organizational backbone of our spa. This pivotal role ensures the smooth and efficient daily operations of the spa by managing appointments, providing exceptional customer service, and supporting the spa team. The ideal candidate is a highly organized, detail-oriented individual with outstanding communication and interpersonal skills, a passion for wellness, and a commitment to creating a serene and positive environment for our guests.

Essential Functions:

• Guest Reception and Check-In/Out: Warmly greet guests upon arrival, efficiently manage the check-in process, verify appointment details, and guide them to the appropriate areas. Accurately process payments, schedule follow-up appointments, and handle guest inquiries and concerns with professionalism and grace.
• Appointment Scheduling and Management: Skillfully manage the spa's appointment book, both online and via phone, ensuring optimal scheduling to maximize therapist utilization and guest satisfaction. Confirm appointments, manage cancellations and rescheduling requests, and maintain accurate appointment records.
• Telephone and Email Communication: Answer phone calls promptly and courteously, providing information about spa services, pricing, and availability. Respond to email inquiries in a timely and professional manner, ensuring clear and accurate communication.
• Point of Sale (POS) System Management: Proficiently operate the spa's POS system for processing transactions, generating reports, and managing retail sales. Maintain accuracy in all financial transactions and end-of-day reconciliation.
• Maintaining a Clean and Organized Spa Environment: Ensure the reception area, retail displays, and common guest areas are clean, tidy, and presentable at all times, contributing to a relaxing and welcoming atmosphere.
• Inventory Management: Assist with monitoring and maintaining adequate inventory levels of retail products and spa supplies. Notify the Spa Manager when stock is low and assist with receiving and organizing deliveries.
• Liaison Between Guests and Therapists: Act as a point of contact between guests and service providers, relaying important information and ensuring smooth transitions between appointments.
• Handling Guest Feedback and Concerns: Listen empathetically to guest feedback and address minor concerns directly. Escalate more complex issues to the Spa Manager with detailed information.

Other Tasks:

• Assist with the preparation of treatment rooms as needed.
• Promote spa services and retail products to guests.
• Assist with marketing initiatives and special events.
• Maintain knowledge of current spa treatments, services, and promotions.
• Perform other administrative and clerical duties as assigned by the Spa Manager.

Core Competencies:

• Customer Focus: Demonstrates a genuine desire to understand and meet the needs of guests, consistently providing exceptional service.
• Communication Skills: Possesses excellent verbal and written communication skills, with the ability to interact professionally and courteously with guests and colleagues.   
• Organizational Skills: Exhibits strong organizational and time-management abilities, with a keen attention to detail and the capacity to prioritize tasks effectively.
• Problem-Solving Skills: Demonstrates the ability to identify and resolve issues calmly and efficiently.
• Professionalism: Maintains a professional appearance and demeanor at all times, representing the spa in a positive light.
• Teamwork: Works collaboratively with colleagues to achieve common goals and contribute to a positive team environment.
• Adaptability: Remains flexible and adaptable to changing priorities and demands in a fast-paced environment.
• Attention to Detail: Pays close attention to accuracy and completeness in all tasks.

Qualifications:

• High school diploma or equivalent required; Associate's or Bachelor's degree in hospitality or a related field preferred. 
• Minimum of one year of experience in a customer service role, preferably in a spa, salon, hospitality, or retail environment.
• Proficiency in basic computer applications, including scheduling software and point-of-sale systems.
• Excellent telephone etiquette.
• Ability to handle cash and process payments accurately.
• Knowledge of spa services and products is a plus.
• CPR certification may be required.

DEI and ESG:

We are committed to Diversity, Equity, and Inclusion. It starts with a culture of acceptance and continues with the hard work of going beyond lip service. It includes outreach and education, and most importantly action. You can feel proud to know you are joining a company which understands the importance of its responsibility and the decisions we make have been and will continue to be the greater environmental and societal impact in mind.