Spa - Spa Concierge PT

Position Summary

Responsible for all facets of guest movement throughout the Spa. Coordinates and

schedules all types of use and services for the spa, salon, fitness center, recreation

areas, and other related spa facilities. Greets guests, guides them around facilities,

schedules appointments, processes payments and provides information about

amenities. Assist with overall communication in the Spa, Salon, recreation and Fitness

area.

Duties & Responsibilities

Primary Responsibilities/Essential Functions

• Receives and responds to inquiries regarding spa services and amenities.
  
  

Maintains current knowledge of all Spa and Salon services including treatments,

spa amenities, staff abilities, fitness classes, hours of operations, spa retail, etc.

Takes messages for guests and staff and delivers in a timely manner. Promotes

additional treatments to ensure guest satisfaction and increase profitability.

Conducts tours of the Spa facility if needed. Answers questions about amenities

found throughout property.

• Schedules Spa, Salon and fitness appointments for guests and distributes
  
  

workload to increase productivity and reduce downtime. Works closely with

group coordinators to ensure appointments are correctly and efficiently booked.

Confirms appointments.

• Welcomes and escort guests to appropriate waiting areas, and/or lounge to
  
  

prepare for services. Assists guests with purchasing retail products. Promotes

retail sales. Restocks all retail merchandise and guest supplies throughout the

spa. Explains function of fitness equipment and spa facilities to guests.

• Assists Spa management with daily administrative activities such as making sure
  
  

payroll cards are complete and responding to any issues/questions from Spa

Staff. Completes Required Spa Paperwork. Informs Management About Any

issues regarding guest concerns or incidents. Notifies Spa management about

facility, staff, guest, or supply needs and upcoming events. Attends required

meetings.

• Monitors guest areas of Spa to ensure locker areas, fitness center, reception
  
  

areas, treatment rooms, etc. are kept neat, orderly, clean, and well stocked. Acts

as a liaison to coordinate the efforts of Housekeeping, Engineering, Front Office,

etc. (i.e. spa facilities/equipment in need of maintenance, VIP, special requests,

etc.) Ensures retail displays are interesting and free of debris. Retrieves and

restocks all operational items and guest amenities.

• Opens and closes facility in accordance with Spa policies and procedures.
  
  

Reconciles and balances daily sales at close of shift and runs any required

reports. Maintains Spa records by entering required room and guest account

Spa Coordinator Template Final 5-25-16.docx

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data into systems. Performs all guest accounting functions according to hotel

procedure to ensure all guest and house accounts are completed and accurate.

Collects related revenue by entering services and charges, computing bills and

obtaining payments.

• Resolves guest complaints within scope of authority, otherwise refers the matter
  
  

to management. Notifies supervisor and/or Security of all unusual events,

circumstances, missing items, or alleged theft.

• Notifies management of any problems resulting from guest complaints,
  
  

intoxication or disruptive behavior

• Must wear non-slip, oil-resistant shoes. Follows all safety policies and
  
  

procedures. Reports potential safety issues to manager whenever observed and

takes immediate action to resolve in emergency situations. OSHA laws require

the use of Personal Protective Equipment (PPE) when performing work duties

that have the potential of risk to your health or safety. Team members will be

trained in the proper use and care of assigned PPE if applicable. The hotel

provides the required PPE. Team member has responsibility to report defective,

damaged or lost PPE or equipment that does not fit properly to their Manager.

Maintains strict compliance with hotel's Hazardous Material (HAZMAT) program

and familiarizes self with current MSDS.

• Reporting to work as scheduled (on time and on regular basis) is an essential
  
  

function of the job.

Other Responsibilities/Supportive Functions

• Assists with preparation for department meetings. Reviews VIP lists and follows
  
  

up on any issues/complaints of prior day. Compiles statistics and prepares

reports as requested.

• Notifies management of unsafe conditions, needed maintenance of any rooms or
  
  

equipment and any accidents.

Note: This job description is not intended to be all-inclusive. Team Members may perform other related

duties as required to meet the ongoing needs of the organization. Management reserves the right to add,

modify, change or rescind work assignments and to make reasonable accommodations as needed.

Qualifications (relevant Experience, Education And Training)

• No formal education required.
• 6 mos. prior sales, guest relations and/or spa experience desired.
• Basic knowledge of spas, luxury hotel service standards, guest relations and
  
  

etiquette desired.

• Current First Aid and CPR certification desired.
• Must have excellent customer service/communication skills to work with guests
  
  

of various social, cultural, economic and educational backgrounds for the

purpose of resolving problems/complaints and providing a high level of guest

satisfaction.

• Requires ability to perform basic math skills such as addition, subtraction,
  
  

multiplication and division.

• Requires attention to detail. Must be able to solve problems and remain calm
  
  

and alert if dealing with difficult guest, during busy activity periods or in an

emergency situation.

• Requires ability to learn and use telephone and computer systems used at the
  
  

hotel. Requires good working knowledge of Microsoft Office. Requires ability to

explain spa and hotel amenities of interest to guests

• Ability to read and interpret documents such as safety rules, operating and
  
  

maintenance instructions, and procedure manuals. Must be able to speak, read,

write and understand English to understand instructions, safety rules, and

communicate with guests.

• Able to work independently with minimal guidance and as part of a team.
• Due to the cyclical nature of the hospitality industry, team members may be
  
  

required to work varying schedules to reflect the business needs of the hotel.

Work schedules will include working on holidays, weekends and alternate shifts.

• Must maintain a clean appearance and professional demeanor.
• Completes all required training as scheduled.
  
  

Special Skills & Abilities/Mental And Physical Demands

While performing the duties of the job the team member regularly sits for sustained

periods of time and stands and walks frequently when performing functions of the job.

Works at a quick pace. The team member frequently grasps objects. The team member

regularly reaches by extending hand(s) and arm(s) in any direction while performing the

essential functions of the job. The team member occasionally stoops and crouches. The

team member frequently talks when communicating with guests and staff. The team

member frequently needs to hear voices while interacting with guests and staff. Balance

is often required to prevent falling when walking, standing while moving or carrying

supplies or equipment. The team member occasionally pushes and pulls carts and

equipment. Lifting is occasionally required when performing housekeeping duties. Exerts

up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or

up to 10 pounds of force constantly to move objects such as carts, furniture and linens.

The team member is required to have close visual acuity to perform the job such as

working on computer and detecting if cleanliness meets standards. The team member is

required to have visual acuity to determine the accuracy, neatness, and thoroughness of

the work assigned.

The team member is subject to environmental conditions found working inside and

outside. The team member is subject to hazards which includes proximity to moving

mechanical parts, electrical current, or exposure to cleaning chemicals. The team

member is occasionally subject to atmospheric condition such as fumes, odors, or dusts.

(To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed above are representative of the knowledge, skills, and/or abilities required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential

functions.

I hereby acknowledge that I have read and understand the content of this job

description. I understand the Company at its discretion may revise the job description

from time to time in the future. I understand and agree that nothing in this job

description should be construed as a contract of employment, and that employment with

this Company is at-will meaning that the terms of employment may be changed with or

without notice, with or without cause, including, but not limited to termination, demotion,

promotion, transfer, compensation, benefits, duties and location of work