Guest Services Representative

Position Guest ServicesThe Guest Services is responsible for the reception area at the spa. Includes the greeting of all guests, answering phone calls, assisting guests with questions regarding spa and Bistro services, products, booking all appointments, checking the guest into the computer system, and charging for services performed. Additionally, assists with transitional cleaning of the locker room and relaxation area as needed. Be familiar with the establishment's layout, understand the in-house operations to facilitate guests' appointments, and to make recommendations. Be professional and pleasant in challenging situations and take responsibility for the satisfaction of guests from arrival to departure.Core ResponsibilitiesProperly open and close spa each day according to Standard Operating Procedures.Accurately book, change and cancel spa appointmentsAcknowledge and greet everyone who enters and leaves spa facilitiesEnsure that locker room and relaxation area are clean and stocked for the flow of in-coming and out-going guestsEnsure that the check-in and payment process is handled in accordance with company policy by processing cash, credit card and credit transactions accurately thus protecting the company's assetsProvide detailed descriptions of spa treatments, packages, services, facility features, and hours of operationUtilize spa computers with skill and proficiency; document guest information in electronic record as directedAnswer the phone promptly and use the guest's name throughout the phone conversation; operate phone system accurately and efficientlyActively promote the spa, treatments, services, sessions, and retail, as well as programs, promotions and/or discounts availableMaintain eye contact when addressing external and internal guests; develop professional and personalized relationships with regular guestsHandle guests' questions and concerns promptly, professionally, and courteouslyMaintain complete confidentiality in all guest matters in accordance with company policy.Provide accurate, appropriate, and immediate responses to all requests by guests, ensuring complete guest satisfactionMaintain a clean, safe, fully stocked, and well-organized work areaEnsure adequate stock of supplies and equipment; inform management when stock is lowDevelop the ability to work without constant direct supervision and remain at assigned post for extended periods of timeMaintain a positive attitude and contribute toward a quality work environmentRegularly attend, participate in, and support training and staff meetings for the spaAssist in all areas of spa operation as requested by management.Report and return any guest properties foundAssist with laundryPerform other duties as assignedKnowledge, Skills, and CompetenciesHigh work ethic and self-initiativeMulti-tasking and attention to detailAbility to be efficient and productive in a fast-paced environmentMust have the enthusiasm and possess excellent customer service skills.Must possess basic math and money handling skills.Enjoy working with people and possess a friendly and outgoing personality.Excellent communication, listening and computer skills.Team player and positiveWell-groomed and professional appearanceRegular attendance according to established guidelinesMay be required to work varying schedules to reflect the business needs of the propertyPhysical RequirementsQuickly, thoroughly, and efficiently perform all duties assignedSit, stand, and walk for varying lengths of time, often long periods of timeBend, stoop, squat and stretch to fulfill cleaning requirementsLift approximately thirty (30) pounds of equipment or supplies, using safe lifting techniques Bergamos Retreat