Spa Concierge

Spa Concierge

The Spa Concierge is responsible for greeting all guests, answering calls, assisting with guest inquiries, booking appointments, checking guests in for their scheduled services, appropriately billing for services received and completing the payment transaction, and cross-selling retail products. Duties will also include giving tours of the facility, maintaining the cleanliness of the facility, ensuring appointments begin and end as scheduled, assisting guests inside the spa, serving refreshments, and continuous stocking and preparation for guest needs on the female side of the spa.

Position Responsibilities:

• Assists guests with reservations and check-in process in a courteous and polite manner
• Accurately books, changes, and cancels cooking reservations and spa appointments; Assists guests with payment of services and retail items in an efficient and timely manner
• Ensures 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
• Maintains spa facility by performing necessary housekeeping duties (picking up towels, cups, shower & bathroom area, vanity area and all surrounding areas); Upholds spa decor by maintaining the set-up and cleanliness of the area
• Conducts facility tours and describes the cooking school and spa amenities to all guests entering
• Properly opens and closes each shift according to Standard Operating Procedures
• Responds to guest requests, complaints or inquiries professionally, courteously and promptly; Provides accurate, appropriate and immediate responses to all requests by guests, ensures complete guest satisfaction; Ensures a maximum level of guest service and satisfaction is achieved and maintained
• Develops ability to work without constant direct supervision and remains at assigned post for extended periods of time; Performs preparation work, properly clean and restock women's spa as required
• Regularly attends, participates in and supports training and staff meetings for the spa
• Cross-trains and assists in all areas of the spa operation, including locker room and fitness center as requested
• Answers the phone promptly; Operates phone system accurately and efficiently; Provides beverage service
• Ensures a maximum level of guest service and satisfaction are achieved and maintained; Assists in making guests aware of scheduled treatment times to warrant timely arrival and departure times
• Prepares shift cash report, balances payments and disbursements with computer totals, prepares the drop envelope for shift end and balancing of accounts
• Maintains a clean, safe, fully stocked, and well organized area
• Works in an environment where guests may be in a state of undress; Maintains strict confidentiality regarding guest information
• Other duties and responsibilities as assigned

Minimum Employment Requirements:

• Must be eighteen (18) years of age or older; proof of authorization/eligibility to work in the United States.
• High School diploma or GED required or currently enrolled and successfully complete a GED program within 6 months from start date as a condition of continued employment- required
• Ability to communicate effectively in a positive/upbeat fashion utilizing English; both in oral and written form.
• Interpersonal skills with focused attention on guest needs to deal effectively with all business contacts.
• Maintain a professional, neat and well-groomed appearance adhering to Wind Creek appearance standards.
• Maintain consistent adherence to Wind Creek customer service standards.
• Must be able to work varied shifts, including weekends and holidays.

Specific Position Requirements:

• Must be able to work on the FEMALE side of the spa- required
• Must successfully pass job interview, including a guest service audition
• Excellent written and verbal communication and listening skills; Must be able to comprehend instructions furnished in oral, written, or diagram form; must pass skills test- required
• Must be able to type 20 words per minute using a computer; must pass skills test- required
• Must be able to operate standard office equipment phones, computers, etc.
• Demonstrate all aspects of hospitality, professionalism, prompt and courteous service, positive demeanor in stressful situations, and attention to detail at all times
• Able to receive the various services that are offered on the spa menu and be a model for training new therapists when requested
• Must have enthusiasm and possess excellent customer service skills; Enjoy working with people and possess a friendly personality; Be a team player
• Must be able to lift, pull, push, and/or carry items weighing in excess of 25 pounds
• Must be able to work effectively in a fast paced, high volume environment; Ability to portray a calm and composed demeanor under stress
• Willing to work odd and irregular hours including nights, weekends, and holidays
• Willing to travel and participate in training as recommended or required
• Physical ability to access all areas of the property.
• Ability to withstand prolonged standing, stretching, bending and kneeling without restriction, work indoors, outdoors and be exposed to various environmental factors such as, but not limited to CRT fatigue, noise, dust, cigarette smoke.
• Ability to work in a fast-paced, busy, and somewhat stressful environment and maintain physical stamina, proper mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines.
• Ability to lift or carry a minimum of 20 pounds, unassisted, in the performance of specific tasks assigned.
• Ability to work with others, communicate well, receive direction; review your own work.