Spa Lead Front Desk

JOB OVERVIEW: To assist the Spa Director in providing leadership, direction, and supervision of the staff in the daily operations of the spa (including but not limited to) retail, membership, salon, fitness programs. Assists in overseeing the coordination   of   all   guest   requests, as well as salon product inventory and ordering.  Handles all group bookings and brides/bridal parties.

REPORTS TO:        Spa Director

ESSENTIAL JOB FUNCTIONS:

1. Maintain complete knowledge of all hotel features including, hours of operation, spa and salon services, retail products and fitness programs.
2. Assist in the daily operations for the spa. Manage bookings and therapist rotation.
3. Manager on Duty when Spa Director is not present.
4. Assist in all aspects of the spa software, including upgrades and troubleshooting.
5. Enter all retail inventory into spa software.
6. Assist with all guests, cancelations, changes and or booking conflicts. Ability to professionally and competently resolve guest concerns and/or issues independently.
7. Ensures that service standards exceed guest expectations. Addresses guest and employee concerns constructively and effectively.
8. Assist in all fitness and Spa promotions to generate spa revenue.
9. Train all new hires and ensure Spa Manual and SOP’s are followed.
10. Assist in overseeing the Marketplace Gift Shop.
11. Attend hotel meetings in the absence of the Spa Director.
12. Responsible for monthly spa and marketplace inventory counts.
13. Assists with ongoing training and development of each associate.
14. Continuous evaluation and improvement of the operations.
15. Work with other departments to report and track cleanliness, work tickets and repairs.

REQUIRED SKILLS AND ABILITIES:

Must have the ability to communicate in English.  Self-starting personality with an even disposition.   Maintain a professional appearance and manner at all times.

Can communicate well with guests.  Must be willing to “pitch-in” and help co- workers with their job duties and be a team player.  Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts. Ability to observe and detect signs of emergency situations.  Exceptional verbal and written communication skills.  High school diploma or equivalent preferred.

PERFORMANCE STANDARDS

Customer Satisfaction:

Our customers are what we are about.  One of the keys to a positive guest experience is positive interaction with Crescent staff.  It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances.  Every Crescent associate is a guest relations ambassador, every working minute of every day.

Work Habits:

In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance.  You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.

Safety & Security:

The safety and security of our guests and associates is of utmost importance to Crescent. Every Crescent associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

NOTE:

This  description  excludes  non-essential  and marginal  functions  of  the  position  that  are incidental to the performance of the fundamental job duties.   Furthermore, the specific examples in each section are not intended to be all-inclusive.  Rather, they represent the typical elements and criteria considered necessary to perform the job successfully.  Other job-related duties may be assigned by the associate’s supervisor.

Furthermore, this description is subject to change, in the sole discretion of the Company, and  in  no  way  creates  an  employment  contract,  implied  or  otherwise;  each  associate remains, at all times, an “at will” associate.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Source: Crescent Hotels & Resorts