JOB OVERVIEW:
Check-in spa guests courteously and efficiently; process all payments according to established spa requirements. Provide information and assistance to all guests and visitors.
REPORTS TO: Spa Supervisor, Spa Manager/Director.
SUPERVISES:
WORK ENVIRONMENT:
Spa front desk, office.
Job involves working:
- under variable temperature conditions (or extreme heat or cold).
- under variable noise levels.
- outdoors/indoors.
- around fumes and/or odor hazards.
- around dust and/or mite hazards.
- around chemicals.
KEY RELATIONSHIPS:
Internal: Staff in Spa, Fitness Center, Pool, Food and Beverage, PBX, Reservations, Front Desk, Laundry, Housekeeping, Accounting and Engineering.
External: Hotel guests/visitors, Spa members.
ESSENTIAL JOB FUNCTIONS
- Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
- Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
- Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
- Maintain positive guest relations at all times.
- Resolve guest complaints, ensuring guest satisfaction.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
- Maintain complete knowledge at all times of:
a) all spa/hotel features/services, hours of operation.
b) all rates, special packages and promotions.
c) availability status for any given day.
d) scheduled daily group activities.
e) Products/merchandise
- Open Spa for business
- Pick up and count contract bank.
- Set up and maintain reception desk.
- Access all functions and maintain security of computer/point of sale system.
- Maintain log book/memo board.
- Maintain locker key inventory and log.
- Update notes and guest history in computer system.
- Greet guests at entrance.
- Make appointments.
- Confirm treatment availability.
- Book treatments.
- Book spa services packages in computer.
- Process VIP reservations.
- Book standing appointments.
- Enter guest reservations into system.
- Advise of cancellation policy.
- Guarantee status.
- Change reservation.
- Monitor employee spa use.
- Handle guest special requests.
- Process cancellations.
- Process complimentary spa treatments.
- Process no shows.
- Check in guests at spa desk.
- Establish method of payment.
- Process medical releases, as needed.
- Validate parking tickets.
- Thank the guest.
- Call no shows.
- Monitor guest request hotline.
- Monitor guest comment cards.
- Maintain reception area.
- Handle emergency procedures.
- Check-in, check-out videos/books to staff.
- Handle lost and found items.
- Sell merchandise.
- Follow loss prevention procedures.
- Processes merchandise returns.
- Ship guest purchases.
- Process voids.
- Make change.
- Initiate guest check out.
- Handle disputed charges.
- Process payment. Process payment for cash, memberships, room charge, credit card, check, travelers check, gift certificate, city ledger, coupon, comps, A&G, employee discounts.
- Issue gift certificate.
- Depart guest.
- Follow closing procedures.
- Check out with Supervisor.
SECONDARY JOB FUNCTIONS
- Assist with Reservations calls. Handle all Reservation calls after p.m.; process, record and follow up any details relative to such.
- Provide Concierge service when no Concierge is available.
- Assist in other Spa areas as assigned.
- Provide guest spa tours.
- Legibly document maintenance needs on work orders and submit to Manager.
QUALIFICATIONS
Essential:
High school graduate or equivalent vocational training certificate.
Compute basic arithmetic.
Fluency in English both verbally and non-verbally.
Provide legible communication and directions.
Ability to:
perform job functions with attention to detail, speed and accuracy.
prioritize and organize.
be a clear thinker, remaining calm and resolving problems using good judgement.
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 hotel data.
Ability to input and access information in the property management system/computers/point of sales system.
Desirable:
- Some college or training in Hospitality Industry.
- Previous experience as Front Desk Agent.
- Previous cashiering experience.
- Fluency in a foreign language, preferably .
- Ability to suggestively sell.
- Certification in CPR.
- Previous guest relations training.