Spa Experience Expert (Full-Time)

The Lake House on Canandaigua • Canandaigua, NY

11d • $0 - $18

About The Position

The Spa Experience Expert provides guest service and operational support for The Lake House spa. The role schedules spa and salon treatments for individuals and groups, confirms appointments, answers questions about services, and shares product and menu knowledge. It welcomes and checks in guests, provides spa orientations and tours, escorts guests to facilities and treatment rooms, offers amenities, and promotes spa services and retail products.

The position also supports reservations, payments, cash handling, inventory, cleanliness, and daily spa operations. The Spa Experience Expert keeps guests informed about schedule changes, coordinates with providers and supervisors to resolve scheduling issues, maintains spa spaces and supplies, attends the sauna garden, and reports maintenance or safety concerns. The role follows company policies, service standards, and quality assurance expectations.

Requirements

• Speak with others using clear and professional language.
• Answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships.
• Comply with quality assurance expectations and The Lake House and Preferred Hotels standards.
• Stand, sit, or walk for extended periods of time.
• Reach, bend, twist, pull, and stoop.
• Move, lift, or carry objects weighing up to 50 pounds.

Responsibilities

• Schedule spa and salon treatments for individuals and large groups using the reservations software system.
• Call guests to confirm scheduled services and update reservations and cancellation lists throughout the day.
• Check the computer regularly for schedule updates and changes, inform providers of last-minute changes, and work with a supervisor or manager to resolve scheduling issues.
• Answer questions about available services using product and menu knowledge, as well as questions about general property information and amenities.
• Check in guests for appointments, confirm their names, and provide general spa orientations and tours, including information about locker rooms, lounge areas, and hospitality stations.
• Promote and sell spa and salon services, recommend and sell retail products, and organize and stock inventory.
• Offer guests amenities such as water, juice, or heated neck pillows, and escort guests to and from lounges and treatment rooms.
• Attend the sauna garden and maintain saunas.
• Obtain and secure the assigned bank, ensure the accuracy of contracted monies, and obtain change as needed for expected business levels.
• Process guest payments, obtain payment authorization as needed, and accept and log employee cash tips.
• Balance, scan, and submit receipts to Accounting.
• Maintain cleanliness of the workstation, treatment rooms, spa and salon locker room, and lounge areas; dispose of trash and dirty linens properly.
• Stock towels, linens, supplies, and amenities in locker rooms, lounge areas, and hospitality stations; secure supplies and equipment at the end of each shift.
• Notify Engineering of maintenance and repair needs.
• Report accidents, injuries, and unsafe work conditions to a manager, and complete safety training and certifications.
• Welcome and acknowledge guests according to company standards, anticipate and address their service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
• Communicate clearly and professionally, answer telephones using appropriate etiquette, and develop and maintain positive working relationships.
• Comply with company policies, quality assurance expectations, and The Lake House and Preferred Hotels standards; maintain a clean and professional uniform and appearance, protect company assets, and maintain confidentiality of proprietary information.
• Perform other reasonable job duties as requested by supervisors.

Benefits

• Paid time off during the first full calendar year for full-time and part-time employees.
• Medical, dental, and vision benefits, plus several other optional benefits, for full-time employees.
• 401(k) with up to 4% employer match.
• Membership discounts to the Sands Family YMCA.
• Free lunch and/or dinner during shifts.
• Robust and formalized training program.
• Rooms, food and beverage, and spa discounts at The Lake House.
• Employee discounts at The Lake House and through LifeMart.
• Company-sponsored community service and wellness events.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed