Spa Front Desk Agent - Spa

Hard Rock Hotel & Casino Ottawa•Atlantic City, NJ

1d•Onsite

About The Position

The Spa Front Desk Agent is responsible for the reception and retail area at the spa. This role includes greeting all guests, answering phone calls, assisting guests with questions regarding spa services and products, booking appointments, checking guests into the computer system, and charging for services performed. The agent is responsible for supporting the guest experience from check-in to departure, adhering to all Hard Rock and Forbes guest service standards. This includes properly opening and closing the spa each day according to Standard Operating Procedures, accurately booking, changing, and canceling spa appointments, and maintaining a front desk bank. The role requires actively promoting the salon, spa, treatments, services, sessions, and retail products, as well as programs, promotions, and/or discounts available. The agent must maintain a clean, safe, fully stocked, and well-organized work area, develop the ability to work without constant direct supervision, and remain at their assigned post for extended periods. A positive attitude and contribution to a quality work environment are essential. Regular attendance and participation in training and staff meetings are expected, and assistance in all areas of salon and spa operations may be requested by management. Communication of any occurrences involving staff or guests that require assistance to management is also a key responsibility. Other duties as assigned.

Requirements

Minimum of 1 years experience in front desk experience
Computer skills
POS, cash handling experience a plus
Must be detail-oriented and have ability to multi-task
Ability to be efficient and productive in a fast-paced environment
Must have enthusiasm and possess excellent customer service skills
Must possess basic math and money handling skills
Enjoy working with people and possess a friendly and outgoing personality
Excellent communication, listening and computer skills
Must be a team player

Responsibilities

Greeting of all guests
Answering phone calls
Assisting guests with questions regarding spa services and products
Booking appointments
Checking the guest into the computer system
Charging for services performed
Supporting the guest experience from check-in, to departure, adhering to all Hard Rock and Forbes guest service standards
Properly open and close spa each day according to Standard Operating Procedures
Accurately book, change and cancel spa appointments
Acknowledge and greet everyone who enters and leaves Rock Spa facilities
Provide detailed descriptions of spa/salon treatments, packages, services, retail products, facility features and hours of operation
Utilize spa computers with skill and proficiency
Maintain a front Desk Bank
Answer the phone promptly and use the guest’s name throughout the phone conversation
Actively promote the salon, 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 work 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 work environment
Regularly attend, participate in and support training and staff meetings
Assist in all areas of salon, and spa operations as requested by management
Communicate to management any and all occurrences involving staff or guests in the facility that require assistance
Other duties as assigned