Spa Experience Coordinator Unrestricted (Full time)
About The Position
The Spa Experience Coordinator is responsible for the overall operation of the reception area, ensuring it runs smoothly and efficiently. This role serves as the first impression for guests and members, handling all interactions in a professional and courteous manner. The coordinator will manage telephones, emails, and inquiries, maintain a neat and organized reception area, and oversee the retail space to ensure products are well-stocked and attractively displayed. They will also handle inquiries from insurance providers and law firms, greet guests warmly, serve welcome drinks, and escort guests to their designated areas. A key aspect of the role is being knowledgeable about all spa treatments, services, and facility offerings, guiding guests in selecting suitable treatments and providing information on services and promotions. The coordinator will also manage the sensory elements and decor of the reception area, control entry into facility areas, recommend and sell spa products, operate the point of sale system, manage treatment bookings, perform administrative tasks including maintaining guest records, and complete various reports. Adherence to LQA standards and assistance with special events are also part of the responsibilities. This is a full-time, permanent position.
Requirements
- Minimum of 2 years’ experience in spa industry or hospitality
- Computer literacy in Microsoft Office, Word, Excel
- Excellent communication skills; speaking, reading, writing in English
- Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.
Nice To Haves
- Diploma or Degree in hospitality or related field an asset
Responsibilities
- Handle all Guests in a professional, courteous manner and serve as the facility's first impression to Guests and members
- Responsible for the overall operation of the reception area ensuring it runs smoothly and efficiently, including managing telephones, emails and inquiries
- Ensure that the spa reception area is always neat, clean, and organized, providing a welcoming and professional environment for guests
- Take care of the retail area, ensuring that products are well-stocked, neatly arranged, and displayed attractively
- Answer telephone and email inquiries promptly and professionally and directing them to the appropriate person or department for further assistance
- Handle inquiries from insurance providers and law firms, ensuring that all requests are processed accurately and efficiently
- Greet members and Guests in a friendly and efficient manner, ensuring they feel welcome and attended to upon arrival
- Serve welcome drinks and scented towels to guests upon arrival, providing a refreshing and relaxing experience
- Escort guests to their designated areas as needed, explaining the facilities, amenities, and services available to ensure they feel comfortable and informed
- Be knowledgeable about all aspects of treatments and the facility
- Be knowledgeable in spa therapy and services offered, guiding guests in selecting the most suitable treatments
- Provide information and literature about facility, services, and promotions in person and via telephone
- Take care of the sensory elements and decor of the reception, including arranging and maintaining flowers and plants, books & magazines & promotional pamphlets, ensuring aroma diffusers are filled and functioning, and ensuring music is set to create a calm and relaxing atmosphere
- Control entry into all areas of facility by restricting all unauthorized individuals
- Recommend and sell spa products to guests, ensuring that product offerings align with their individual needs and preferences
- Collect moneys or other suitable payment from clients for all services rendered
- Operate point of sale system efficiently and accurately
- Treatment bookings/scheduling, optimizing guest experience and business
- Perform administrative tasks as needed, including maintaining guest records and ensuring confidentiality
- Complete and submit all types of reporting, including daily logs, financial reports, inventory tracking, and any other required documentation
- Adhere to LQA (Leading Quality Assurance) standards, ensuring that all interactions and operations meet the highest level of quality and guest satisfaction
- Assist in the coordination and smooth operation of special events, promotions, or services as needed
- Other duties as assigned
Benefits
- Employee benefit card offering discounted rates at Accor properties worldwide and additional benefits for Fairmont and Raffles colleagues
- Exclusive Employee and Friends & Family Discounts at Fairmont Empress Hotel
- Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and Whistler
- Opportunity to develop your talent and grow within your property and across the world!
- Complimentary meal during your shift through our Colleague Dining Program
- Complimentary uniform laundering
- Access to our comprehensive benefits and wellness programs, including extended healthcare benefits and RMT, dental, vision, and complimentary counseling, wellness sessions, financial and family planning through LifeWorks
- Access to our company-matched Defined Contribution Pension Plan (DCPP)
- Opportunity to develop your talent through coaching and our Leadership Mentoring Programs
- Hourly pay rate of $23.87 to 27.28
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
