Guest Service Ambassador

Job Description

Job Description

COMPANY OVERVIEW

Trilogy Spa Holdings is a professional spa management company dedicated to creating and operating the most innovative, service-centric, and performance-optimized branded spas in the hospitality industry. We currently operate spas in Arizona, California, Colorado, Florida, Hawaii, Nevada, New York, Puerto Rico, and Texas, where there is an enormous opportunity for growth for passionate individuals.

Trilogy inspires those who provide, “Flawless service: Every Guest, Every day.”

We pride ourselves on creating a culture where employees feel valued, appreciated and take pride in coming to work. As such, desired candidates seek to be a Partner at Trilogy, not merely an employee. If you are driven to succeed and proud to serve others, we want you as part of our team!

JOB SUMMARY
The Guest Service Ambassador (GSA) is responsible for welcoming guests and providing comprehensive and professional guidance on all spa services, treatments, packages, and retail products to create a seamless luxury spa experience. The GSA is responsible for scheduling and booking of appointments by phone and in person, as well as retail sales, payment processing and checking in and checking out of all guests in a professional manner. Also exceeds expectations by assisting guests throughout their spa visit and maintaining a clean facility environment, including the spa, locker rooms, and reception area. Effectively communicates with guests to understand their needs and areas of concern, while maintaining a high level of customer service standards.

  ESSENTIAL FUNCTIONS

• Adhere to TRILOGY’s “Flawless Service, Every Guest, Every Day” philosophy and Spa policy and procedures.
• Anticipate guest needs and uphold Spa and TRILOGY’s service standards for guest service, including FORBES 5 Star criteria.
• Interact cooperatively and professionally with guests and spa team, demonstrating respect, sensitivity, and attentiveness, following all company guidelines.
• Greet guests warmly, providing tours of the facility and informing guests of available spa services and amenities, using professional verbiage and etiquette.
• Responsible for booking and confirming all spa appointments accurately and professionally, based on guest preferences.
• Provide guests with thorough descriptions and guidance on all spa services, treatments and retail products and spa amenities.
• Manage guest check-in and check-out processes, ensuring accuracy and guest confidentiality.
• Promote, sell, and up-sell spa services, packages, and retail products to guests.
• Responsible for all aspects of cleaning the spa facility, lounges, and retail area throughout the day, including, but not limited to:
  • Thoroughly clean sinks, toilets, urinals, mirrors, glass, countertops, walls, vents, windowsills, equipment and floors throughout the spa/fitness center.
  • Pick-up and return loose equipment to designated area throughout the day.
  • Mop, scrub, wax, shampoo and spot clean carpeting and floors.
  • Empty trashcans and dispose bulk garbage in designated bins throughout the day.
  • Clean and maintain all fixtures, woodwork, walls, and windows, as well as additional parking lot cleanup, as needed.
  • Vacuum throughout the day, moving furniture and equipment, as needed.
  • Dispose of all soiled laundry in designated bins throughout the day.
  • Ensure all fixtures and equipment are in working order, reporting any deficiencies.
• Communicate guest complaints or any maintenance issues to Spa Management. 
• Comply with and maintain safety, sanitation, and disinfection standards, properly clean and sanitize products, rooms, tools and equipment, following TRILOGY and State Governing Boards requirements and guidelines.
• Daily set up of food and beverage stations, replenishing and maintaining Spa pantry and snack display, as needed.
• Manage inventory and stocking of all spa lockers, including linens, robes, and locker room amenities.
• Provide customer service to guests, including information about hotel services, activities, and directing guests to other areas of the hotel.
• Complete all necessary opening and closing duties.
• Perform other duties as assigned.
• Attend mandatory vendor and company training sessions, as scheduled by Spa Management.

REQUIRED EDUCATION AND PREFERRED EXPERIENCE

• Must have a High School diploma or equivalent, or any other combination of education, training and experience that provides the required knowledge, skills and capabilities.
• At least 1-3 years’ experience in customer service, spa, hospitality, sales and/or retail.
• At least 1 year of luxury retail sales experience.
• Ability to learn, maintain knowledge of, and explain all spa and salon treatments and product benefits to guests.
• Must be sales-driven, and have a customer service-oriented personality, as position requires making spa/product recommendations and selling of products and services. 
• Must be polished, professional, and have a strong command of both written and verbal English.
• Must possess excellent communication skills and phone etiquette.
• Must be organized, proactive, and possess a strong attention to detail. 
• Basic computer software skills, including Microsoft Office.
• Previous experience with Booker, Book4Time, Spa Soft preferred. 

BENEFITS/PERKS

• Medical, Dental and Vision (FTE only)
• 401K Matching
• PTO – Paid/Holiday Time Off
• VTO – Voluntary Time Off
• Discounts on Retail Products and Spa Services

COMPENSATION: $19.00 hourly + Gratuity Pool + Retail Commission 

The hourly pay range for this role is $19.00 - $22.00 . This rate is only applicable for jobs to be performed at  Sisley Spa at The Ritz-Carlton, Marina Del Rey . Pay ranges may vary based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.