Spa - Spa Concierge

Pacific Hospitality Group•Poipu, HI

34d•Onsite

About The Position

The Spa Receptionist is responsible for the reception and retail area at the Spa. This includes greeting all guests, answering phone calls, assisting guests with questions regarding Spa services and products, booking all appointments, checking the guest into the computer system and charging for services performed. The role requires maintaining warm, hospitable guest relations in all guest contact and responding to individual guest needs as they occur. The Spa Concierge must properly open and close the spa each day according to Standard Operating Procedures and accurately book, change, and cancel spa appointments. Acknowledging and greeting everyone who enters and leaves the spa facilities, providing detailed descriptions of spa treatments, packages, services, facility features, and hours of operation are key duties. The role involves utilizing spa computers with skill and proficiency, maintaining a Spa Desk Bank, and answering the phone promptly while using the guest’s name throughout the conversation. Actively promoting the spa, treatments, services, sessions, and retail, as well as programs, promotions, and/or discounts available is expected. Maintaining eye contact when addressing external and internal guests, handling guests’ questions and concerns professionally and courteously, and providing accurate, appropriate, and immediate responses to all requests by guests to ensure complete guest satisfaction are essential. The position requires maintaining a clean, safe, fully stocked, and well-organized area, developing the ability to work without constant direct supervision and remain at the assigned post for extended periods of time. Maintaining a positive attitude and contributing toward a quality work environment, regularly attending, participating in, and supporting training and staff meetings for the spa, and assisting in all areas of spa operation as requested by management are also part of the role. Communicating to management any and all occurrences involving staff or guests in the spa that require attention, and maintaining confidentiality regarding company, staff, and guest information are crucial.

Requirements

Knowledge of modern office procedures and methods including telephone communications and office systems
Skill to use personal computers and various software packages
Skill to use basic math and money handling skills
Skill to be detail-oriented and have ability to multi-task
Skill to use excellent communication, listening and computer skills
Ability to be efficient and productive in a fast-paced environment
Ability to be enthusiastic and possess excellent customer service skills
Ability to enjoy working with people; possess a friendly and outgoing personality
Ability to be a team player
Minimum lifting of 20 pounds
Pushing, bending, stooping, upward reaching, manual dexterity
Hearing, writing, typing
Minimum pulling of 20 pounds
Other duties may be assigned

Nice To Haves

1-2 Years experience in Spa/receptionist related field
CPR and first aid training preferred
Must have knowledge of all hotel departments and events
Must have good mathematical and computer skills
High school education and relevant training and experience required
Additional education preferred
Knowledge of local area required

Responsibilities

Greeting of all guests
Answering phone calls
Assisting guests with questions regarding Spa services and products
Booking all appointments
Checking the guest into the computer system and charging for services performed
Maintain warm, hospitable guest relations in all guest contact
Responding to individual guest needs as they occur
Properly open and close the spa each day according to Standard Operating Procedures
Accurately book, change and cancel spa appointments
Acknowledge and greet everyone who enters and leaves the spa facilities
Provide detailed descriptions of spa treatments, packages, services, facility features and hours of operation
Utilize spa computers with skill and proficiency
Maintain a Spa Desk Bank
Answer the phone promptly and use the guest’s name throughout the phone conversation
Actively promote the spa, treatments, services, sessions and retail, as well as programs, promotions and/or discounts available
Maintain eye contact when addressing external and internal guests
Handle guests’ questions and concerns professionally and courteously
Provide accurate, appropriate and immediate responses to all requests by guests, ensuring complete guest satisfaction
Maintain a clean, safe, fully stocked and well organized area
Develop ability to work without constant direct supervision and remain at assigned post for extended periods of time
Maintain a positive attitude and contribute toward a quality of work environment
Regularly attend, participate in and support training and staff meetings for the spa
Assist in all areas of spa operation as requested by management
Communicate to management any and all occurrences involving staff or guests in the spa that require attention
Maintains confidentiality regarding company, staff, and guest information