Spa Experience Expert

HEI Hotels & Resorts•Braselton, GA

21h•Onsite

About The Position

This role is responsible for meeting, greeting, and checking in guests, including members, with a friendly and professional image. The Spa Experience Expert will provide prompt and courteous service, and close out guest accounts upon completion of services to meet brand standards of quality. This position also involves providing full tours of the facilities, including locker rooms, hot tub, pool, lounges, and outdoor spaces. The Spa Experience Expert must comply with HEI Hotels & Resort’s Company Standards of Service, attend orientation and complete required training modules within the first 30 days of employment, and complete any other departmental or Human Resources training programs as directed. Maintaining a professional dress and conduct at all times is essential. The role requires greeting customers immediately with a friendly and sincere welcome, using a positive and clear speaking voice, listening to and understanding requests, responding with appropriate action, and providing accurate information. Responsibilities include completing the check-in process by inputting and retrieving information from a computer system, promoting brand marketing programs, and making appropriate selections of treatments based on guest needs. Handling cash, making change, and balancing an assigned house bank are also key duties, as is accepting and recording various forms of payment and posting charges to guest rooms and house accounts. Promptly answering the telephone, retrieving messages, and communicating their content to the guest, as well as retrieving mail, are part of the role. Closing guest accounts at the time of check-out and ensuring satisfaction, including negotiating compromises for dissatisfaction, is required. The Spa Experience Expert will field guest complaints, conduct thorough research to develop effective solutions, and resolve conflicts. They must remain calm and alert during emergency situations and heavy activity, and plan and implement detailed steps using experienced judgment and discretion. The ability to effectively deal with internal and external customers, including those requiring patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts, is crucial. Compliance with attendance rules and availability to work on a regular basis is mandatory. Establishing and maintaining effective working relationships with associates, customers, and patrons is important. The role involves answering inquiries, offering suggestions, and providing descriptive information pertaining to the spa and resort. Managing stressful situations and working long and varied hours as business conditions demand are part of the job. Developing and maintaining productive interpersonal relationships and the ability to relate well with a wide variety of individuals, many of whom will require patience and tolerance, is necessary. Organizing oneself, one’s work, and the efforts of others, and being attentive to detail are key. Flexible work hours/schedule based on business demands are required. Assisting with monthly inventories and filling out supply lists in a timely manner, as well as being responsible for daily inventories at the robe and key desk, are also duties. Greeting guests immediately with a friendly, sincere welcome, maintaining eye contact, and using a positive, clear speaking voice are essential. Adherence to the policies and procedures of the Spa Department, maintaining housekeeping standards, cleaning slippers, forwarding soiled robes to laundry, and occasionally processing soiled laundry are required. Providing all guests with friendly service in a timely manner, reading, understanding, and abiding by the Ridgewood Employee Handbook, Château Élan Hotels & Resort policies, and department procedures are necessary. Assisting colleagues when own workstation is completed and demonstrating a good understanding of various departments within the Spa, including familiarity with services, facilities, and hours of operation, are important. Ensuring a high level of sanitation and cleanliness is maintained before, during, and after each shift is a must. Other duties and responsibilities as assigned will be performed.

Requirements

High school diploma or general education degree or equivalent combination of education and experience required.
Microsoft Word, Microsoft Excel, Spreadsheets, E-mail.
Ability to access and accurately input information using a moderately complex computer system.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or associates of the organization.
Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Must be a good communicator, able to handle multiple tasks and maintain acceptable work performance under stress.

Nice To Haves

U.S. military experience

Responsibilities

Meet, Greet and check in guests, including members, with a friendly and professional image.
Provide prompt and courteous service.
Close out guest accounts upon completion of services to meet brand standards of quality.
Provide full tours of the facilities, including locker rooms, hot tub, pool, lounges, and outdoor spaces.
Comply with HEI Hotels & Resort’s Company Standards of Service.
Attend Orientation and complete required training modules in the first 30 days of employment.
Complete any other departmental or Human Resources training programs as directed.
Maintain professional dress and conduct at all times.
Greet customers immediately with a friendly and sincere welcome.
Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information.
Complete the check in process by inputting and retrieving information from a computer system, including type and length of treatment.
Promote brand marketing programs.
Make appropriate selection of treatments based on guest needs.
Handle cash, make change and balance an assigned house bank.
Accept and record vouchers, travelers’ checks, and other forms of payment.
Post charges to guest rooms and house accounts using the computer.
Promptly answer the telephone using positive and clear communication.
Retrieve messages and communicate the content to the guest.
Retrieve mail from mailbox.
Close guest accounts at time of check out and ensure satisfaction.
In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.
Listen and extend assistance in order to resolve problems.
Remain calm and alert especially during emergency situations and heavy activity.
Plan and implement detailed steps by using experienced judgment and discretion.
Effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
Comply with attendance rules and be available to work on a regular basis.
Establish and maintain effective working relationships with associates, customers and patrons.
Answer inquiries, offer suggestions, and provide descriptive information pertaining to the spa and resort.
Manage stressful situations, work long and varied hours as business conditions demand.
Develop and maintain productive interpersonal relationships and the ability to relate well with a wide variety of individuals many of who will require patience and tolerance.
Organize oneself, one’s work and the efforts of other and be attentive to detail.
Work flexible work hours/schedule based on business demands.
Assist with monthly inventories and fill out supply list in a timely manner.
Responsible for daily inventories at the robe and key desk including but not limited to slippers, robes and daily supplies.
Maintain eye contact with guest.
Adhere to the policies and procedures of the Spa Department.
Maintain the Housekeeping standard.
Clean slippers and forward soiled robes to laundry and occasionally process soiled laundry.
Providing all guests with friendly service and in a timely manner.
Reading, understanding and abiding by the Ridgewood Employee Handbook, Château Élan Hotels & Resort policies and department procedures.
Assisting colleagues when own workstation is completed.
Demonstrates a good understanding of various departments within the Spa. Should also be familiar with the various services and facilities available to the guests of Spa and the hours of operation.
Ensure that a high level of sanitation and cleanliness is maintained before, during and after each shift.
Performs other duties and responsibilities as assigned.

Benefits

discount hotel stays
discount spa services
discount golf
discount food and beverage
discount retail
YouDecide® discount program
negotiated pricing arrangements for vacation destinations, hotels, vacation planning, rental cars, movie tickets/rentals, consumer electronics, consumer goods and services, personal services and even discounts on cell phones and plans.
competitive Medical and Dental programs through Anthem Blue Cross Blue Shield
Vision insurance programs through EyeMed.
Vacation, Sick and Holiday programs
pet insurance through the ASPCA.
Supplemental, Spousal and Child Life insurance
Short and Long-Term Disability plans.
401(k) Savings Plan with matching funds
Hotel Room Discount programs