Spa Experience Coordinator

AccorHotel • Sonoma, CA

6d • Onsite

About The Position

The Spa Experience Coordinator's primary responsibility is to book spa appointments, reservations, and to assist with the checking in and out of spa guests in a timely and efficient manner while remaining professional and courteous at all times. This role involves managing reservations, assisting guests with inquiries and itinerary planning, providing information on services, attending meetings and trainings, and maintaining a positive guest experience. The coordinator will utilize booking software (Book For Time) and reservation systems (Fidelio) to manage appointments and guest information. Additionally, the role includes assisting guests at the Rotunda Desk, managing cash and billing, and ensuring the cleanliness and organization of the desk area. The Concierge aspect of the role involves greeting guests, providing tours of the bathhouse, explaining amenities and the Bathing Ritual, maintaining the tidiness of common areas, and ensuring guest literature is stocked. The coordinator will also monitor guest wait times for treatments, troubleshoot issues with software and operations, and report any equipment malfunctions or incidents.

Requirements

• Strong Inner Personal Skills
• Ability to handle difficult/pressure situations calmly
• Cash Handling and basic accounting principles
• Strong guest service orientation
• Problem solving skills
• Effective time management skills
• Multi-task orientated
• Excellent computer skills
• Projects positive, healthful and happy image
• High School Diploma or equivalent
• Experience with working with a diverse guest population
• Basic computer skills
• Cash handling experience
• Basic accounting principles
• High School level Mathematical skills
• Applicants must be able to provide proof that they are legally able to work in the United States.

Nice To Haves

• Basic Spanish may be advantageous

Responsibilities

• Efficiently process all telephone inquiries and spa/fitness reservation/activity scheduling from future, local and in-house guests
• Offer additional Spa bookings as well as itinerary assistance for all spa and hotel guests
• Assist with incoming Spa Concierge related questions and coordinate spa programs as requested.
• Provide general departmental assistance, special projects, group Spa reservations, etc.
• Provide thorough and complete information on all the services offered in the brochure, as well as reconfirming all the sales made or events booked in detail.
• Attend all departmental meetings and trainings.
• Maintain professional and caring manner with all guests, especially focusing on recovery and special need guests.
• Respond quickly to guest requests or complaints and see that appropriate action is taken.
• Follow up to ensure guest satisfaction
• Work efficiently in Book For Time (booking/management software) while scheduling, modifying or canceling all Spa and Fitness reservations and services.
• Work in Fidelio for all reservation information inquiries.
• Follow and adhere to all policies and standards contained in the Sonoma Pact, memos and posted information.
• Clock in and out accurately, and follow break-time/lunch guidelines.
• Communicate all guest needs and concerns to the appropriate Spa Manager or the Manager on Duty.
• Assist with the checking in/out of all spa guests, and making sure that the appropriate amenities are issued and escort guests to the locker room while providing an overview of the Spa facility
• Obtain correct billing information for each guest at time of check-in and ensure that billing is efficiently processed/posted throughout the day. Assist/resolve guest billing disputes
• Reserve and confirm Spa appointments for future and in-house guests and members
• Review information log/file for information, keep Rotunda Desk clean, tidy and free of obstructions
• Secure cash bank, maintaining accurate cash accounting information/records, balancing cash bank and list contents on the Cash Activity Sheet on a daily basis
• Provide Night Audit with accurate daily accounting records and information
• Greet Guests as they enter the bathhouse
• Provide bathhouse tours and explain the bathhouse amenities including the Bathing Ritual
• Assist is keeping the Bathing Ritual and lounge area neat and tidy and free from hazards.
• Ensure that all guest literature is sufficiently displayed and stocked.
• Check in with any guest waiting for treatments at 5 minutes after the hour and half an hour.
• Work in Book For Time and Fidelio software, assisting guests and colleagues while problem solving and assist with day to day of the Bathhouse operations.
• Notify maintenance when equipment breaks or malfunctions.
• Report any accidents or guest incidents to the Manager on Duty.

Benefits

• Employee benefit card offering discounted rates in Accor worldwide, including Fairmont Hotels
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21 and our Diversity & Inclusion initiatives
• Learning programs through our Academies
• Competitive and flexible Health Care Benefit Plans to meet you and your family’s unique needs
• Vacation Benefits after 90 days
• 401k match at 100% of first 4% of contributions

What This Job Offers

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