Spa Concierge

Job Type


Part-time

Description

Position Summary

The Spa Concierge works to maintain the Spa's five star standards. This position requires consistent adherence to policies and procedures of the department as outlined in the Biltmore Standard Operating Procedures (BSOP'S).

Responsibilities

• Support company's philosophy and company culture through the use of "The Biltmore Legend" on a daily basis to ensure guest satisfaction.
• Support the Spa Director's goals and relate guest feedback.
• Ensure that the reception area is always tidy, clean, and fully stocked at all times.
• Follow all company and department standards and procedures, as well as all standards as part of the leading hotels affiliation.
• Ensure that a high standard of service is maintained throughout the spa, as seen in BSOP's.
• Assist in the operations of all spa departments as required:
• Front Desk
• Spa Retail Area
• Relaxation & Locker Areas
• Prep Area
• Sales & Marketing
• Spa Suite
• Report any dysfunctional equipment to Spa MOD.
• Maintain inventory of supplies for the operations of the spa reception as per the inventory calendar.
• Attend daily, weekly, and monthly spa meetings as well as all training courses deemed necessary/mandatory.
• Assist with various demonstrations, events, and trainings.
• Maintain a high standard of appearance and personal hygiene in accordance with the employee handbook and spa specific grooming guidelines.
• Act as a first impression, ensuring a warm and friendly welcome to all guests at all times. Greet all guests upon their arrival, give new guests tours of property and offer return guests proper recognition. Aim to give guests the best possible service and make each guest feel important. The interest of each guest is of paramount importance.
• Oversee incoming and outgoing faxes, following up when necessary.
• Answer/address all correspondence in a timely manner, including emails and voicemails.
• Handle guest comments and concerns in a timely and appropriate manner, consulting a member of the leadership team when necessary.
• Use the guest name appropriately and communicate it to spa colleagues and managers so that they can use it as well.
• Communicate other necessary guest information with colleagues (i.e.: Birthdays, Anniversaries, Special requests.)
• Guide guests through the booking process offering a personalized experience and customized recommendations by sharing their knowledge of spa services with the guest.
• Proactively record guest preferences and anticipate needs, offering assistance with any reservation even if it doesn't pertain to the Spa.
• Transition guests through a seamless journey throughout the day.
• Show a professional attitude at all times, particularly with regard to punctuality, appearance, and general manner.
• Organize appointment schedules to maximize use of time and profitability while ensuring that the guests' needs are of first importance. Recognizing the importance of "sales" in every aspect of their role and be responsible for achieving sales targets as set by the Spa Supervisor.
• Perform opening and closing duties.
• Understand the spa software, all treatments offered in the spa, and all retail products.
• Prepare gift certificates & gift packaging.
• Stay up to date on current spa trends.
• Other duties as assigned.

Requirements

Experience and Education Required

• Education

High School Degree and/or GED is required

• Experience

Minimum one year hotel, spa, or hospitality experience preferred

Skills Required

• Must be able to:
• Speak, read, write and understand the English language.
• Compute accurate mathematical calculations.
• Provide legible communication and directions.
• Perform job functions with attention to detail, speed and accuracy.
• Prioritize and organize.
• Think clearly, remaining calm and resolving problems using sound judgment.
• Follow directions thoroughly.
• Understand guest's service needs.
• Work cohesively with co-workers as part of a team.
• Work with minimal supervision.
• Maintain confidentiality of guest information and pertinent resort data.
• Use a computer keyboard and possess basic typing skills.
• Possess moderate to advanced computer skills.
• Work in a dynamic and constantly changing environment.
• Adept to multitasking.

Physical Demands

• Must be able to:
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 20 pounds without assistance
• Stand, sit, or walk for an extended period of time or for an entire work shift
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping
• Use, carry, and operate all necessary office equipment using finger dexterity.
• Communicate with employees, managers, subordinates and guests through verbal communication, hearing ability, and visual acuity.
• Visually look at a computer for extended periods of time.
• Adapt to moderate temperatures in the hotel as thermostat is controlled by hotel environmental systems. Most work tasks are performed indoors.

Success Criteria

• Team Player
• Demonstrates co-operation within the team and with other departments
• Listens carefully and works well with others
• Has a positive influence on others in the team and clearly enjoys working with people
• Guest Focused
• Anticipates guests' needs and is sensitive to people from all cultures
• Has a natural, warm smile and a friendly and passionate approach
• Demonstrates confident, helpful and genuine behavior with internal and external guests
• Delivers their Best
• Has energy and sense of urgency for his/her work
• Resourceful, makes things happen and looks for ways to work more efficiently
• Always looks their best and acts appropriately (e.g. approaching guests, body language)
• Composed
• Able to stay calm under pressure
• Demonstrates maturity and ability to cope with the unexpected
• Never lets personal feelings interfere with delivering the highest standards
• Trustworthy and responsible
• Excellent records of attendance and punctuality
• Is reliable and demonstrates the ability to work without supervision
• Demonstrates a high level of personal integrity, honesty and trust
• Time Management
• Uses his/her time effectively and efficiently; values time, concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities
• Makes decisions in a timely manner
• Listening
• Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees

Licenses or Certifications

• N/A

Standard Specifications

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. This job description reflects the job content at the time of writing and will be subject to periodic change in light of changing operational and environmental requirements. Such changes will be discussed with the job holder and the job description amended accordingly. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

Due to the nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel which may include overtime, weekends and holidays. The employee will carry out any other duties as are within the scope, spirit and purpose of the job as requested by the line manager or Head of Department/Division.

The employee will actively follow The Biltmore Hotel policies including Equal Opportunities policies and will maintain an awareness and observation of Fire and Health & Safety Regulations.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

Grooming

All employees must maintain a neat, clean and well-groomed appearance per Biltmore Hotel standards.