JOB OVERVIEW:

Check-in spa guests courteously and efficiently; process all payments according to established spa requirements.  Provide information and assistance to all guests and visitors.

REPORTS TO:           Spa Supervisor, Spa Manager/Director.

SUPERVISES:

WORK ENVIRONMENT:

Spa front desk, office.

Job involves working:

• under variable temperature conditions (or extreme heat or cold).
• under variable noise levels.
• outdoors/indoors.
• around fumes and/or odor hazards.
• around dust and/or mite hazards.
• around chemicals.

KEY RELATIONSHIPS:

Internal:                      Staff in Spa, Fitness Center, Pool, Food and Beverage, PBX, Reservations, Front Desk, Laundry, Housekeeping, Accounting and Engineering.

External:                    Hotel guests/visitors, Spa members.

ESSENTIAL JOB FUNCTIONS

1. Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
2. Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.
3. Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
4. Maintain positive guest relations at all times.
5. Resolve guest complaints, ensuring guest satisfaction.
6. Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
7. Maintain complete knowledge at all times of:

   a)    all spa/hotel features/services, hours of operation.

   b)    all rates, special packages and promotions.

   c)     availability status for any given day.

   d)    scheduled daily group activities.

   e)    Products/merchandise

8. Open Spa for business
9. Pick up and count contract bank.
10. Set up and maintain reception desk.
11. Access all functions and maintain security of computer/point of sale system.
12. Maintain log book/memo board.
13. Maintain locker key inventory and log.
14. Update notes and guest history in computer system.
15. Greet guests at entrance.
16. Make appointments.
17. Confirm treatment availability.
18. Book treatments.
19. Book spa services packages in computer.
20. Process VIP reservations.
21. Book standing appointments.
22. Enter guest reservations into system.
23. Advise of cancellation policy.
24. Guarantee status.
25. Change reservation.
26. Monitor employee spa use.
27. Handle guest special requests.
28. Process cancellations.
29. Process complimentary spa treatments.
30. Process no shows.
31. Check in guests at spa desk.
32. Establish method of payment.
33. Process medical releases, as needed.
34. Validate parking tickets.
35. Thank the guest.
36. Call no shows.
37. Monitor guest request hotline.
38. Monitor guest comment cards.
39. Maintain reception area.
40. Handle emergency procedures.
41. Check-in, check-out videos/books to staff.
42. Handle lost and found items.
43. Sell merchandise.
44. Follow loss prevention procedures.
45. Processes merchandise returns.
46. Ship guest purchases.
47. Process voids.
48. Make change.
49. Initiate guest check out.
50. Handle disputed charges.
51. Process payment.  Process payment for cash, memberships, room charge, credit card, check, travelers check, gift certificate, city ledger, coupon, comps, A&G, employee discounts.
52. Issue gift certificate.
53. Depart guest.
54. Follow closing procedures.
55. Check out with Supervisor.

SECONDARY JOB FUNCTIONS

1. Assist with Reservations calls.  Handle all Reservation calls after       p.m.; process, record and follow up any details relative to such.
2. Provide Concierge service when no Concierge is available.
3. Assist in other Spa areas as assigned.
4. Provide guest spa tours.
5. Legibly document maintenance needs on work orders and submit to Manager.