About the position
The Spa Front Desk assumes a pivotal role in the Spa operation relating directly and indirectly to the overall guest satisfaction and to the ultimate success of the Hotel and Spa. Given the integral nature of the position, the spa concierge demeanor must be reflective at all times of the highest quality standards of professionalism exemplified by Omni Hotels, as they are responsible for the best experience possible being both the first and last point of contact. A consistently positive attitude and knowledge of all facets of the operation with attention to detail are required.
Responsibilities
- To work as part of the spa therapy team to consistently provide the highest possible standard of guest service, creating a sensory journey for guests helping them to rest, relax and regain a sense of balance and harmony in their lives.
- Responsible for scheduling and confirming appointments, greeting guests, providing locker set up of robes and slippers, and checking in and checking out of guests.
- Ensure pre-selling, up-selling and cross-selling of services to each and every guest.
- Relay with confidence both product and service benefits to guests and assist with closing of retail sales.
- Ensure all guest challenges are resolved in a timely manner and management is made aware of situation.
- Maintain proper retail inventory levels according to par.
- Assist Spa Attendants, when needed, to ensure all treatment rooms, locker rooms, relaxation lounge and reception area are clean, stocked and presentable at all times.
- Perform various duties to assist staff and management, as requested.
Requirements
- Minimum 6 months' guest service experience required, preferably in a hotel or spa environment.
- Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone.
- Ability to accurately and efficiently input information into computer systems with developed computer proficiencies.
- Ability to work cohesively with co-workers both within and outside of your department.
- Ability to think clearly, quickly and make concise decisions.
- Ability to work well under pressure, managing a high volume of reservations and guest requests.
- Strong organizational skills with the ability to multi-task and provide guest follow up in a fast paced environment.
- Ability to handle stressful situations, while maintaining a calm and welcoming demeanor.
- Move, lift, carry, push, pull, and place objects weighing up to 30 pounds without assistance.
- Stand or walk for an extended period or for an entire work shift.
- Must be able to work a variety of shifts, including weekends and holidays.
- Must be STAR Certified prior to first day.
