Spa Front Desk Coordinator

HEI Hotels & Resorts•Minneapolis, MN

10d•Onsite

About The Position

Hotel Ivy is a luxury, Forbes recommended hotel in downtown Minneapolis. It is an intimate, boutique hotel with 136 guestrooms and unique event spaces. The hotel features a Penthouse, three onsite restaurants and bars, and the Forbes 4 Star Anda Spa and Fitness. The hotel is looking for passionate individuals to join their family, emphasizing a fun, hard-working, and supportive team environment. HEI Hotels and Resorts offers a culture called 'HEI Loves' which celebrates associates with competitive compensation, benefits, and PTO programs. Associates are eligible for health and wellness packages, retirement plans, travel benefits, and product/service discounts.

Requirements

Experience with Spa software, Book4Time knowledge is preferred
Ability to 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.
Ability to stand and move throughout spa and continuously perform essential job functions with or without reasonable accommodation.
Ability to access and accurately input information using a moderately complex computer system.
Ability to observe and detect signs of emergency situations.
Ability to establish and maintain effective working relationships with associates, customers, and patrons.
Effective verbal and written communication skills. Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Nice To Haves

Book4Time knowledge

Responsibilities

Greet and check in guests, provide prompt and courteous service, and close out guest accounts upon completion of services to meet brand standards of quality.
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.
Comply with attendance rules and be available to work on a regular basis.
Perform any other job-related duties as assigned.
Cross train to cover Spa Attendant shifts to support spa operation in both front and back of the house when required.