Spa - Spa Concierge PT

Position SummaryResponsible for all facets of guest movement throughout the Spa. Coordinates andschedules all types of use and services for the spa, salon, fitness center, recreationareas, and other related spa facilities. Greets guests, guides them around facilities,schedules appointments, processes payments and provides information aboutamenities. Assist with overall communication in the Spa, Salon, recreation and Fitnessarea.Duties & ResponsibilitiesPrimary 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. Promotesadditional treatments to ensure guest satisfaction and increase profitability.Conducts tours of the Spa facility if needed. Answers questions about amenitiesfound throughout property. Schedules Spa, Salon and fitness appointments for guests and distributesworkload to increase productivity and reduce downtime. Works closely withgroup coordinators to ensure appointments are correctly and efficiently booked.Confirms appointments. Welcomes and escort guests to appropriate waiting areas, and/or lounge toprepare for services. Assists guests with purchasing retail products. Promotesretail sales. Restocks all retail merchandise and guest supplies throughout thespa. Explains function of fitness equipment and spa facilities to guests. Assists Spa management with daily administrative activities such as making surepayroll cards are complete and responding to any issues/questions from SpaStaff. Completes Required Spa Paperwork. Informs Management About Anyissues regarding guest concerns or incidents. Notifies Spa management aboutfacility, staff, guest, or supply needs and upcoming events. Attends requiredmeetings. Monitors guest areas of Spa to ensure locker areas, fitness center, receptionareas, treatment rooms, etc. are kept neat, orderly, clean, and well stocked. Actsas 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 andrestocks 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 requiredreports. Maintains Spa records by entering required room and guest accountSpa Coordinator Template Final 5-25-16.docxPage 2 of 4data into systems. Performs all guest accounting functions according to hotelprocedure to ensure all guest and house accounts are completed and accurate.Collects related revenue by entering services and charges, computing bills andobtaining payments. Resolves guest complaints within scope of authority, otherwise refers the matterto 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 andprocedures. Reports potential safety issues to manager whenever observed andtakes immediate action to resolve in emergency situations. OSHA laws requirethe use of Personal Protective Equipment (PPE) when performing work dutiesthat have the potential of risk to your health or safety. Team members will betrained in the proper use and care of assigned PPE if applicable. The hotelprovides 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) programand familiarizes self with current MSDS. Reporting to work as scheduled (on time and on regular basis) is an essentialfunction of the job.Other Responsibilities/Supportive Functions Assists with preparation for department meetings. Reviews VIP lists and followsup on any issues/complaints of prior day. Compiles statistics and preparesreports as requested. Notifies management of unsafe conditions, needed maintenance of any rooms orequipment and any accidents.Note: This job description is not intended to be all-inclusive. Team Members may perform other relatedduties 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 andetiquette desired. Current First Aid and CPR certification desired. Must have excellent customer service/communication skills to work with guestsof various social, cultural, economic and educational backgrounds for thepurpose of resolving problems/complaints and providing a high level of guestsatisfaction. 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 calmand alert if dealing with difficult guest, during busy activity periods or in anemergency situation. Requires ability to learn and use telephone and computer systems used at thehotel. Requires good working knowledge of Microsoft Office. Requires ability toexplain spa and hotel amenities of interest to guests Ability to read and interpret documents such as safety rules, operating andmaintenance instructions, and procedure manuals. Must be able to speak, read,write and understand English to understand instructions, safety rules, andcommunicate 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 berequired 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 DemandsWhile performing the duties of the job the team member regularly sits for sustainedperiods 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 memberregularly reaches by extending hand(s) and arm(s) in any direction while performing theessential functions of the job. The team member occasionally stoops and crouches. Theteam member frequently talks when communicating with guests and staff. The teammember frequently needs to hear voices while interacting with guests and staff. Balanceis often required to prevent falling when walking, standing while moving or carryingsupplies or equipment. The team member occasionally pushes and pulls carts andequipment. Lifting is occasionally required when performing housekeeping duties. Exertsup to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/orup 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 asworking on computer and detecting if cleanliness meets standards. The team member isrequired to have visual acuity to determine the accuracy, neatness, and thoroughness ofthe work assigned.The team member is subject to environmental conditions found working inside andoutside. The team member is subject to hazards which includes proximity to movingmechanical parts, electrical current, or exposure to cleaning chemicals. The teammember 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 essentialfunctions.I hereby acknowledge that I have read and understand the content of this jobdescription. I understand the Company at its discretion may revise the job descriptionfrom time to time in the future. I understand and agree that nothing in this jobdescription should be construed as a contract of employment, and that employment withthis Company is at-will meaning that the terms of employment may be changed with orwithout notice, with or without cause, including, but not limited to termination, demotion,promotion, transfer, compensation, benefits, duties and location of work