Spa Concierge (Front Desk)

San Manuel Band of Mission Indians • Highland, CA

11d • Onsite

About The Position

Reporting to the Supervisor Spa & Concierge, the Spa Concierge Specialist is an outgoing, motivated individual capable of adapting to change in a fast past service driven environment. Demonstrates passion for people; encouraging and inspiring guests to elevate their health and beauty, while creating a memorable Best in Class experiences. Responsible for providing Best in Class in-person and phone contact service with guests at the Spa’s front desk and retail boutique. Working in a merchandise-selling environment, operational retail and service excellence, and meeting or exceeding Department financial goals. Responsible for providing a clean and safe environment for all patrons, team members and vendors, while safeguarding enterprise assets and guaranteeing departmental integrity.

Requirements

• High School Diploma or GED required.
• Minimum of three (3) years’ experience in guest services required; must have worked directly with guests.
• Ability to communicate effectively with guests, team members and management, both verbally and in writing a must.
• Handling of multiple payment tenders with accuracy is necessary
• Intermediate proficiency in Microsoft Outlook, Word and Excel is necessary.
• Must possess outstanding communication and interpersonal skills.
• Must be able to provide a genuine and sincere service experience in a friendly and professional manner.
• Must have demonstrated ability exercising utmost discretion with confidential information including, but not limited to: personal and or health information from customers.
• Must actively listen to provide optimal service tailored to guest requests.
• Ability to multi-task in a fast-paced, high demand environment required.
• Must have experience working under pressure while meeting deadlines and goals.
• Must be comfortable working in both spa and casino environment.
• Must be comfortable with sitting and standing for long hours.
• Ability to maintain a positive and professional demeanor under challenging situations.
• Must be able to work a flexible schedule including weekends and holidays.
• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.

Nice To Haves

• Previous experience in a Spa, Front Desk or Retail environment preferred.

Responsibilities

• Initiates and connects in-person and by phone contact with guests to ensure all reservations for Spa service, pool rentals, day pass, and special events are executed with highest level of guest service; with a sense of urgency with each guest.
• Assists guests with booking changes, and inquiries regarding reservations.
• Conducts guest database profile research to identify special requests and guide guest to appropriate Therapist or service to meet their needs.
• Manages VIP arrivals; communicates to designated personnel for escort and delivery of amenities.
• Communicates effectively to guests in a high volume call setting.
• Suggests promotions and special event participation pertaining to guest’s specific Casino offers as well as Spa specialty promotions.
• Ensures guest database information is updated and accurate at all times; verifies addresses, phone numbers, email and preferences.
• Responsible for Point of Sales transactions and confirms accuracy of all Point of Sales activities while properly handling multiple forms of tender.
• Responsible to close out Point of Sale at end of each shift.
• Communicates variance issues and submits discrepancies to Accounting in designated period.
• Assists Spa Concierge team to achieve financial goals and KPI’s.
• Models Best in Class standards at highest level and works alongside Spa and Retail front desk teams while delivering operational excellence.
• Assists with visual merchandising and must be well versed in different services offered at Spa facility to be able to provide accurate information to guests.
• Models and improves store operations to optimize productivity and ensures compliance with all policies and procedures, visual merchandising standards and product flow efficiency to create elevated guest experiences.
• Assists with maintaining cleanliness, health and safety of all Spa facilities, front desk, retail, fitness area and dispensary for professional Spa products.
• Champions and manages strong loyalty wellness membership program.
• Performs other duties as assigned to support the efficient operation of the department.

Benefits

• Total Rewards package of monetary, benefits and development rewards to individuals who meet and exceed specific goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED