SunWater Spa

Job Title PM GUEST SERVICES Assistant Manager

Division/Department Guest Services

Reports To Guest Services Manager

FLSA Designation Exempt

Job Summary

The Guest Services Assistant Manager is responsible for effectively utilizing current systems, managing and resolving operational issues and responding to customer requests, group bookings and inquiries. Monitors overall shift workflow. The ideal candidate will possess excellent leadership, customer service and communication skills, as well as being able to effectively train current staff. This position will report directly to the Guest Services Manager.

Duties and Responsibilities:

• Available for nights and weekends, required.
• Assist in supervising guest services staff and ensure the highest level of customer service experience for all clients. 
• Assist in handling customer complaints or issues and refers to the Guest Services Manager.
• Ensures check-in and purchase process runs smoothly and guests are escorted to the correct rooms or tubs.
• Strives to continually improve guest and employee satisfaction.
• Familiar with all Spa protocols, policies and procedures and apply when necessary.
• Communicate to manager about any incidents that involve staff or guests.
• Creates and manages weekly schedules for Guest Services staff.
• Assist with the development and improvement in all areas of the Guest Services department.
• Be effective in employee and guest conflict resolution.
• Booking software proficiency preferred.
• Guest financial recovery: Refunds, MGR COMPs
• Informing guest services staff of Basecamp procedures and policies.
• Effectively communicate with guest services staff through Basecamp. 
• Assist Guest Services Manager with monthly staff meetings.
• Ability to act as manager on duty on shifts when Guest Services Manager or when extra support is needed.
• Ability to assist Guest Services Manager with training of new staff.
• Assist Guest Services Manager with performance evaluations for guest services staff
• Handle front desk/reception/floater duties when needed

Position Requirements

• • Excellent listening, verbal, written and interpersonal skills.
  • Knowledge of booking software, preferred.
  • Encourage and emphasis on teamwork.

• Customer service skills with the ability to remain sensitive and responsive to customers’ needs.

• Must be able to work efficiently and productively in a fast paced environment. 
• Enjoy working with people and possess a friendly and outgoing personality.
• Excellent communication, listening and computer skills.
• Physical stamina and mobility required.

Education and Experience

• 2 years experience in managing a team in a customer service role.

• Experience in the spa, wellness, or hospitality industry is preferred.
• Experience in the management of guest services and customer relations.
• Booking software proficiency preferred.
• Retail and product knowledge is a plus.

Physical Requirements

• • Ability to lift, push and pull required (usually about 30lbs).
  • Standing for long periods of time.
  • Walking up and down stairs.
  • Cleaning, sweeping and mopping motions.

• Ability and willingness to follow thorough hand washing requirements.
• Ability and willingness to follow all disinfectant requirements for spa service areas.

*Note: All duties and requirements stated above are essential job functions. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Staff members may be required to perform other job-related duties by their supervisor.

I acknowledge that I have read and understand the above duties and responsibilities and will adhere to them to the best of my ability. I understand that this list is not exhaustive and may vary or be changed at the discretion of the SunWater Spa management team.