Spa Front Desk Agent

SUMMARY:

The Spa Front Desk Agent is responsible for greeting spa guests in a friendly and professional manner. They will book spa services and perform basic reception duties for the Still Spa. They will provide exceptional service to create an extraordinary guest experience, as well as maintain the AAA Four Diamond Standards.

The Spa Front Desk Agent shall strive to provide exceptional service to both internal and external guests at all times. They will be responsible for exemplifying the Woodmark Hotel & Still Spa Culture as well as promoting our hotel values of Honesty, Enthusiasm, Integrity, Accountability and Passion for Service.

ESSENTIAL JOB FUNCTIONS:

• Greets and welcomes guests upon arrival
• Accepts payment from guests
• Distributes locker keys, spa robes, slippers, etc.
• Completes opening and/or closing tasks
• Gives guests a tour of the facilities as required
• Maintains accurate records of locker availability
• Answer questions regarding spa services and retail products (must attend product training)
• Maintain call log at the front desk; call guests prior to appointment to confirm date and time of service
• Maintains strong knowledge of all spa services, including benefits and uses of each
• Uses book4time system to book appointments and ring up retail merchandise
• Contacts appropriate party if necessary, when a guest problem is reported
• Answers incoming guests calls and transfers appropriately
• Provides general hotel information for guests
• Exemplifies the Woodmark Standards of Excellence
• Attends appropriate hotel and departmental meetings
• Maintains guest/client confidentiality
• Resolves guest problems and is empowered to act in absence of manager
• Maintains records for all VIPs, special requests, etc.
• Maintains an up to date working knowledge of all hotel amenities as well as any special events
• Interacts with hotel staff in a professional manner and assist other departments when necessary
• Upsells other hotel services and amenities to guests
• Must maintain strong email communication regarding shift changing and client requests updating internal notes to keep other spa desk member informed
• Must be able to accurately follow verbal and written instructions
• Must be detailed-orientated and able work well under pressure fast-paced environment
• Must possesses excellent listening and communication skills
• Ability to work a flexible schedule that includes evenings, weekends and holidays
• Ability to book and organize events related to the spa.
• Always maintains a professional demeanor and attitude; effectively interact with guests and associates, and resolve problems/conflicts in a diplomatic and tactful manner
• Must have a passion for creating an exceptional experience for all guests
• Maintains constant awareness of safety issues; reports all safety incidents to on-duty supervisor.
• Acts with responsibility towards all company property, supplies and equipment.
• Maintains a professional appearance and follows all Woodmark Appearance Standards.
• Remains alert, courteous and helpful to the guests and colleagues at all times.
• Assists new hires with paper work and logging on to computer
• Utilize Birch Street to maintain and track retail inventory
• Packages and sends product to clients
• Performs other duties as assigned

EXPERIENCE & EDUCATION:

• High school diploma or equivalent required
• Prior spa reservations experience preferred
• Prior hospitality experience preferred
• At least one year customer service experience required

JOB REQUIREMENTS:

• Must be a United States citizen or possess a valid work permit
• Must be at least 18 years of age
• Must have a natural ability to interact with others
• Must be able to read, write and speak English
• Must be able to accurately follow verbal and written instructions
• Must possesses excellent communication skills
• Must have excellent listening skills
• Must be able to work in a fast-paced environment
• Must be professional in appearance and demeanor
• Must always ensure a teamwork environment
• Ability to work a flexible schedule that may include evenings, weekends and holidays
• Must have the ability to effectively interact with guests and team members; and resolve problems/conflicts in a diplomatic and tactful manner
• Must have a passion for creating an exceptional experience for all guests

WORKING CONDITIONS:

• Must be able to sit throughout the shift, with intermittent periods of standing and walking;
• Must be able to lift, carry push & pull up to 25 lbs occasionally.
• Must be able to perform simple grasping, fine manipulation, squeezing and repetitive hand & arm movements frequently
• Must be able to bend, squat, crawl, kneel, push, pull, walk on uneven surfaces on an occasional basis;
• While primarily an indoor job, must be able to walk outside in a variety of weather conditions (rain, wind, snow, heat);

This job description in no way states or implies that these are the only duties to be performed by this team member. The team member will be required to follow other instructions and perform other work-related duties requested by their supervisor.