Spa Coordinator

Department:     Spa

Direct Report:  Director of Spa / Spa Supervisor

Purpose:           To ensure smooth daily operations and exceptional guest experience while acting as a vital link between management, staff, and guests. 

OVERVIEW:

An elegant coastal escape with a laid-back spirit, The Sanderling, located in Duck, North Carolina, is the region’s only full-service resort. With its unparalleled views of the Currituck Sound and the Atlantic Seaboard, the completely revitalized property is the new gold standard for Outer Banks vacationing. From its sophisticated redesigned guest rooms, suites and residences to its casual and elevated restaurants, wellness facilities and awe-inspiring grounds, The Sanderling offers guests more ways to relax and reconnect than ever before.

The primary responsibility of the Spa Coordinator is to ensure smooth operations and exceptional guest experience.  The right candidate will have a strong background in customer service with exceptional communication skills and phone etiquette. 

This role is seasonal from now until mid-October with the possibility of transferring to another department through off season.

JOB SUMMARY:

• Provide a warm introduction to spa guests
• Reserve and confirms spa appointments
• Understand the basics of the spa menu and products to communicate knowledgeably with guests
• Assist guests with use of lockers and amenities
• Execute the standard of the spa in the set-up of amenities and décor
• Complete hourly walkthrough and recovery of spa
• Addresses client needs, resolves complaints, and ensures high levels of guest satisfaction and retention
• Be diligent in maintaining condition, cleanliness, and maintenance of spa facility, treatment rooms, and back of house areas
• Ensure boutique and retail spaces are neat, organized, and fully stocked
• Attend all scheduled meetings and training sessions.
• Demonstrate a team-focused attitude and encourage collaboration.
• Understand and use safe work practices for all safety precautions including Emergency Evacuation Procedures, Violence in the Workplace, Accident Reporting, OSHA Compliance, and Bloodborne Pathogen Procedures.
• Comply with all policies as outlined in the Handbook, Property Supplement, or otherwise issued including time and attendance expectations, uniform and dress code standards, anti-harassment policy, and substances in the workplace.

ESSENTIAL FUNCTIONS OF THE JOB:

• Ability to move up and down stairs occasionally
• Ability to move quickly based on guest needs
• Ability to bend, stretch, and reach frequently, including above head
• Ability to visibly survey areas clearly and inspect visual details
• Ability to communicate and exchange information effectively
• Ability to read, write, speak, and understand basic English
• Ability to complete a satisfactory background check
• Ability to perform assigned tasks, operate equipment, and complete job duties in a safe manner
• Ability to work flexible hours based on business needs including midweek and weekend days

TECHNOLOGY AND EQUIPMENT USED:

• Computer
• Printer/Copier/Scanner
• Point of Sale Software/Ticket Printer
• Time Clock
• Basic Cleaning Chemicals & Tools (mop/bucket, broom/dust pan, vacuum, sanitizers and rags)

WORKING ENVIRONMENT:

• Work will primarily take place in a hotel resort and spa environment.

KEY SKILLS & EXPERIENCE REQUIRED:

• 2 years of experience in a guest facing customer service role, spa experience preferred but not required
• Must have experience in conflict resolution and de-escalation
• Available and willing to work flexible hours based on business needs including holidays, weekdays and weekends.
• Demonstrates strong communication, organizational, and problem-solving skills.
• Expresses sincere enthusiasm for the role and passion for providing the best customer experience possible
• Must know how to prioritize, delegate, and respond in a timely fashion
• Able to work under pressure, multi-task, and stay focused while maintaining hospitality
• Excellent verbal communication skills, a clear speaking voice, and the ability to maintain a professional and positive tone at all times
• Applicants must be neat, well-groomed, well-poised, and possess a pleasant voice and demeanor
• Must be able to establish a rapport with our guests and customers, dealing with them in a warm, friendly, and courteous manner at all times

No Job Description for a position can possibly include all duties which may be requested by guests or required by the hotel.  The objective of all positions is to effectively provide the services personally, or to immediately refer requests to the appropriate department manager.  The items listed above are a summary of the major responsibilities of the position that must be met by an employee to successfully perform the essential functions of the position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.