Spa Front Desk Coordinator

Keswick Hall and Club•Charlottesville, VA

12d•Onsite

About The Position

History and spectacular landscapes come together, at the foot of the Blue Ridge Mountains. Celebrated landmarks, including Thomas Jefferson's Monticello and the University of Virginia, are clustered here among swathes of the East Coast's most beautiful scenery. The region is also home to over 25 wineries, breweries and cideries. This is the setting for Keswick Hall, an impressive 80-room luxury boutique hotel nestled on 600 acres which recently re-opened in 2021 after renovations. Home to the prestigious Keswick Golf Club, Marigold Restaurant, by Jean-Georges, a new luxury spa and sports and aquatics center. The Spa Front Desk Coordinator is responsible for booking treatments via phone and email, welcoming guests, giving spa tours, selling retail items, upselling spa treatments, and opening or closing the spa. Coordinators will also provide effective guest service by maintaining commons areas of the spa including the locker rooms, reception area, and guest waiting areas.

Requirements

Ability to communicate in English clearly and pleasantly, both orally and in writings, using correct spelling and grammar, with guests, team members, and management.
Ability to compute basic mathematical calculations.
Ability to multitask, remain calm under pressure and maintain organized areas.
Must be able to work in an environment infused with a variety of scents, such as aromatherapy
Comfortable working in the men’s locker room
Available to work holidays, weekends and evenings as needed.

Responsibilities

Maintain the areas in a spotless condition and maintain the common areas of the spa in between appointments.
Knowledge of all aspects of the treatments and the ability to recommend and suggestive selling.
Process spa reservations, billing and meet and greet all guests as they arrive and depart from their treatments.
Support all aspects of retail: Guest assistance, product display, product inventory, suggestive selling, and merchandising.
Reconcile all discrepancies for retail and treatments with guests or advise a Manager.
Handle guest complaints or problem immediately, ensuring guest satisfaction. Communicate all the above to management to ensure communication to all necessary departments.
Use good judgment and maintain discretion and diplomacy while performing job duties.
Participate in all designated programs, meetings and training.
Maintain complete knowledge and comply with all resort and departmental policies and procedures
Review arrivals prior to approaching desk and be familiar with all Hotel guests, special requirements and potential problems.
Perform other duties as assigned.