Guest Services Coordinator

HOUSTONIAN CAMPUS LLC•Houston, TX

2d•Onsite

About The Position

Responsible for scheduling spa services, meeting and greeting every guest that enters the facility in the manner trained by The Spa. Direct all efforts toward guest satisfaction, the achievement and maintenance of The Spa standards and profit maximization. This role is critical to maintaining the luxury standard and reputation of The Houstonian Hotel, Club & Spa while upholding the highest levels of discretion and professionalism.

Requirements

3–5 years of experience in guest services roles, spa experience preferred.
High School Diploma or GED preferred.
Must speak fluent English.
Must be proficient in basic functionality of Microsoft Word and Excel and able to learn Spa Software program.
Prior Spa experience is ideal. Prior experience in a customer-oriented atmosphere, preferably a hospitality field.
Must be able to deal with people in a professional manner under pressure.
Must be flexible in work scheduling.
Confidentiality with co-workers and clients regarding ANY in-house practices is a must.
Professional appearance.
Attending all Houstonian training classes offered upon hire.
Follow all aspects of job safety.
The Spa functions 12-16 hours per day, 7 days a week, 365 days per year. All employees must realize this fact and be aware that at times it may be necessary to change an associate from their usual shift as business needs change.
At times, due to lack of business, it may be necessary to reduce work hours.
The Spa is currently open to guests from 8:00 AM to 6:00 PM Sunday through Wednesday and from 8:00 AM to 7:00 PM Thursday through Saturday. This may change based on business needs.
Report to work on time for your scheduled shifts.
Weekend work schedules are a part of this position.
Must be dignified: treat people at all times with courtesy and respect. Trustworthy: be completely honest in all interactions with others. Accountable: stand behind the work you do. Friendly: show compassion and respect.
TABC Certification is required for this position.
Must be able to meet the following minimum physical requirements for at least an eight-hour shift: • Physical Stamina: Physical requirements of this position include having the ability to: sit for extended periods of time, stand and walk for extended periods of time, see and read a computer screen and printed matter with or without vision aids, enter data into a computer, operate standard office equipment, use a telephone, hear and understand at normal levels and on the telephone, speak so that others may understand at normal levels and on the telephone. Must be able to push, pull and lift and carry 20 lbs.• Hearing / Speech: Must be able to effectively engage in one-on-one communication with guests, members, and customers and use a 2-way radio to communicate clearly and accurately with co-workers. • Vision: Must be able to accurately read instructions, reports, and log sheets. Must be able to work with computers and PDAs in varying light conditions.• Literacy: Must be able to produce, read and understand reports, including security, incident and police reports. Must be able to analyze and process written information from a variety of sources and effectively communicate content of reports.• Chemicals/Agents: Must be able to work safely with chemicals according to SDS sheets and all applicable laws, codes and regulatory requirements.

Responsibilities

Adhere to all standard policies and procedures.
Proficient computer skills, including but not limited to Microsoft Word, PowerPoint, Excel, and Outlook.
Perform all guest activities in a cordial, efficient and professional manner, at all times maintaining a commitment to guest satisfaction.
Maintain a cooperative, team-like attitude in working with management and fellow associates in all Houstonian departments. Help achieve our common goals of maximizing guest satisfaction and profit margins.
Maintain a positive attitude towards co-workers and the job being performed.
Report to work on time in a properly cleaned and pressed uniform. Hygiene is key in this environment due to the close proximity working with the clients. Employee scent should always remain neutral.
Adhere to a professional relationship with clients of The Spa. Discussion of internal matters of any sort with clients is not permitted.
Reports and documents any observed or known safety hazards, conditions or unsafe practices and procedures to management immediately.
Schedule all spa services (via telephone and in person) in an efficient manner to maximize associate productivity.
Promote and sell all spa services using direct questioning and listening to the needs of each guest.
Promote and sell all retail items via telephone and in person.
Always maintain work area in a neat and clean manner. This includes front desk, lobby area, reservations office, concierge desk and work folders.
Participate in maintaining neatness of service waiting areas including Front Lobby, Tranquility room and Relaxation room.
Participate in maintaining and on-going organization of the retail areas of the Front Lobby.
Meet and greet each guest as they enter The Spa. Verify the guest’s schedule and orient the guest to the spa facilities and other amenities, obtain payment method upon exit.
Be fluent and knowledgeable about spa services, prices, facilities and other campus activities.
Oversee a guest’s visit to the Spa. Specific tasks may include giving tours of the spa, answering questions, and escorting the guest to the specific areas.
Work towards meeting the needs and wants of the guest during their stay.
Always assist in maintaining the appearance and cleanliness of the locker rooms and all spa public areas.
Inform managers of ways to improve overall operation of the spa, your working experience and the comfort of our guests.
Assist other departments whenever necessary (and available).
Attend all training sessions, learning new techniques to be used in the performance of the job.
Perform any reasonable tasks assigned by a supervisor or manager.
Attend all staff meetings.
Clock in and out at every shift.
Report and turn in to management any lost and found items.
Report any maintenance problems throughout the spa to management.
Support fellow staff members by noticing how they are feeling and providing compassion.
Must maintain client and spa business confidentiality/privacy at all times.
Other duties as assigned.