Spa Concierge

Position Objective

Responsible for greeting all guests that come to the Salon and Spa and assisting them with requests and services.  Establish exemplary guest service.  Assist guests with scheduling service appointments, payment transactions, up selling and maximizing the exposure of all spa services, selling of retail, give general information and promote the Salon and Spa facility to the highest level.   Ensure relaxation room, locker rooms, and all areas of the Spa are immaculate. 

Essential Job Functions

• Ensures that service standards are kept at a high level for guests by maintaining the standards set in Salamander Spa SOP’s and service standards, Salamander’s Vision Statement, Core Values and Brand Promises. 
• Maintain and demonstrate complete knowledge of:
  1. All resort features, services, hours of operation. 
  2. Salon and Spa Services.
  3. Scheduled daily group activities.
  4. All retail and professional products.
• Maintain complete knowledge and comply with hotel and departmental policies and procedures and SOP’s.
• Assist with Spa reservations and ensure all calls and emails are answered in a timely manner. 
• Greet each guest by name with a warm welcome and fond farewell.
• Display a courteous, polite, unpretentious, and helpful manner at all times.
• Promote and up-sell all services to achieve spa revenue target.
• Handle all guest complaints by following through to ensure guest satisfaction.
• Strive to achieve daily target through spa services and retail sales.
• Successfully complete all training/certification processes.
• Maintain supplies and secure after each shift.
• Provide service providers with an accurate daily schedule throughout shift.
• Legibly complete requisition for additional supplies/materials and submit to Spa Manager and/or Director.
• Assist with cleanliness of all spa areas including locker rooms.
• Attend all required meeting and training sessions.
• Obtain department keys and secure security of such.
• Access all functions of computer system in accordance with department specifications.
• Review in-house guest list and be familiar with guest names and locations.
• Up-sell services/treatments for the spa to customers. 
• Assist in sales of professional retail products.

Education/Experience

• High School diploma preferred.
• Must be 18 years of age or older. 
• Must have 2 years of guest services experience.

Requirements

• Knowledge of computers.
• Ability to compute basic mathematical computations.
• Ability to pleasantly communicate with proper grammar in English.
• Ability to provide legible communication.
• Previous cashiering experience.
• Previous experience in similar position.
• Retail experience.
• Ability to promote facility, Spa products and services.
• Ability to schedule various services for individuals and large groups utilizing spa reservations software system.
• Ability to focus attention on guest needs and provide aggressive hospitality.
• Ability to input and access date in a computer.
• Ability to perform job functions with minimal supervision.
• Ability to maintain confidentiality of all guest information and pertinent resort data.
• Ability to remain stationary at assigned post for extended periods of time. 
• Ability to prioritize, organize, follow up, and complete all assigned duties.
• Ability to promote positive relations with all individuals who approach the Spa desk.  
• Ability to focus attention on guest needs, remaining calm and courteous.
• Natural talent in persuasion and exactness.
• Ability to work cohesively with other departments and co-workers as part of a team.
• Flexibility in schedule.
• Ability to lift, bend, push, and lift 25 pounds up and down stairs.

Work Environment

• Must be able to work effectively in a stressful environment, communicate with others, effectively deal with customers and accept constructive criticism from supervisors.
• Must be able to change activity frequently and cope with interruptions.