Guest Services Representative

Job Description

Job Description

 

Position Guest Services

Reporting Relationship Guest Services Manager

FLSA Status Non-Exempt  

 

Position Summary:  

The 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. 

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Core Responsibilities : 

• Properly open and close spa each day according to Standard Operating Procedures.
• Accurately book, change and cancel spa appointments
• Acknowledge and greet everyone who enters and leaves spa facilities
• Ensure that locker room and relaxation area are clean and stocked for the flow of in-coming and out-going guests
• Ensure 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 assets
• Provide detailed descriptions of spa treatments, packages, services, facility features, and hours of operation
• Utilize spa computers with skill and proficiency; document guest information in electronic record as directed
• Answer the phone promptly and use the guest’s name throughout the phone conversation; operate phone system accurately and efficiently
• Actively promote the spa, treatments, services, sessions, and retail, as well as programs, promotions and/or discounts available
• Maintain eye contact when addressing external and internal guests; develop professional and personalized relationships with regular guests
• Handle guests’ questions and concerns promptly, professionally, and courteously
• Maintain 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 satisfaction
• Maintain a clean, safe, fully stocked, and well-organized work area
• Ensure adequate stock of supplies and equipment; inform management when stock is low
• Develop the ability to work without constant direct supervision and remain at assigned post for extended periods of time
• Maintain a positive attitude and contribute toward a quality work environment
• Regularly attend, participate in, and support training and staff meetings for the spa
• Assist in all areas of spa operation as requested by management.
• Report and return any guest properties found 
• Assist with laundry
• Perform other duties as assigned

 

Knowledge, Skills, and Competencies: 

 

• High work ethic and self-initiative 
• Multi-tasking and attention to detail
• Ability to be efficient and productive in a fast-paced environment
• Must 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 positive
• Well-groomed and professional appearance
• Regular attendance according to established guidelines
• May be required to work varying schedules to reflect the business needs of the property

 

Physical Requirements: 

 

• Quickly, thoroughly, and efficiently perform all duties assigned
• Sit, stand, and walk for varying lengths of time, often long periods of time
• Bend, stoop, squat and stretch to fulfill cleaning requirements 
• Lift approximately thirty (30) pounds of equipment or supplies, using safe lifting techniques