Job Details

Position Summary:

Helps guests and members understand the benefits of a regular massage, skin care and other treatments offered. Book appointments and services for guests. Establish relationships with members and guests to grow and retain a client base. Connect guests with retail products that improve, enhance, and extend the positive impact of the services they receive. Commission is compensated.

Duties & Responsibilities

Primary Responsibilities/Essential Functions:

1. Provide outstanding service to spa guests through greeting, guiding and providing information, appointment scheduling, directions, care and general aid to spa related circumstances.
2. Confirm and schedule appointments via phone and email. Provide literature requests via email, facsimile or mail when requested.
3. Ensure the highest quality of service to the Spa, aiding in gift certificate and retail sales, guest complaints and other duties and various tasks assigned by management.
4. Present and sell spa boutique items and drive retail sales.
5. Preform walk-through's in the relaxation area and straighten if necessary. Maintain cleanliness of Spa Reception area.
6. 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.
7. 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.
8. Reporting to work as scheduled (on time and on regular basis) is an essential function of the job.

1. May assist with the receiving, unboxing, stocking, pricing and display of store merchandise. May assist in conducting inventory and notifies manager of stock needs to maintain adequate merchandise supply levels.
2. Notifies management of unsafe conditions, needed maintenance of any equipment and any accidents.
3. 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.

1. Six months customer service or retail experience, preferably in a hotel/resort environment.
2. Possess a general knowledge of retail and cash handling procedures.
3. Requires ability to serve needs of guests through verbal face-to-face and telephone interactions. Contacts sometimes contain confidential/sensitive information so requires ability to use discretion. Must demonstrate positive attitude and professional demeanor. Requires strong communication and interpersonal skills and commitment to a high level of guest satisfaction.
4. Completes required training as scheduled.
5. Requires ability to perform basic math skills such as addition, subtraction, multiplication and division.
6. Requires ability to learn and use telephone, POS and other computer systems and equipment used at the hotel.
7. Strong attention to detail. Must be able to remain organized and handle multiple tasks and work under pressure of serving multiple guests at once.
8. 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.
9. 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.
10. Work schedules will include working on holidays, weekends and alternate shifts.
11. Must maintain a clean appearance and professional demeanor.