AGENT - SPA FRONT DESK

Overview

The Spa Front Desk Agent is responsible for the reception and retail area at the spa. Includes the 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 and charging for services performed. Responsible for supporting the guest experience from check-in, to departure, adhering to all Hard Rock and Forbes guest service standards.

Responsibilities

• 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.

Qualifications

• 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.

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