Spa - Spa Concierge PT

Grand Reserve at The Meritage; Napa (CA); On-site; USD 35,000 - 50,000; Full time

Job summary

Grand Reserve at The Meritage in Napa, California, seeks a Spa Coordinator responsible for guest relations and service scheduling within the Spa. The candidate should possess excellent customer service skills, a basic knowledge of spa operations, and prior experience in sales or guest relations. You will ensure the spa area remains clean and organized while assisting guests with their needs. This role demands strong communication abilities and the capability to handle multiple tasks effectively, providing a satisfying experience for guests.

Qualifications

• No formal education required.
• 6 months prior sales or guest relations experience desired.
• Basic knowledge of spas and luxury hotel service standards.

Responsibilities

• Coordinate and schedule all spa services and appointments.
• Assist guests with obtaining information about amenities.
• Monitor guest areas to ensure cleanliness and organization.

Skills

Customer service skills

Problem-solving ability

Communication skills

Basic math skills

Job description

Position Summary

Responsible for all facets of guest movement throughout the Spa. Coordinates and schedules all types of use and services for the spa, salon, fitness center, recreation areas, and other related spa facilities. Greets guests, guides them around facilities, schedules appointments, processes payments and provides information about amenities. Assist with overall communication in the Spa, Salon, recreation and Fitness area.

Duties & Responsibilities

Primary Responsibilities / Essential Functions

• Receive and respond to inquiries regarding spa services and amenities.
• Maintain current knowledge of all Spa and Salon services including treatments, spa amenities, staff abilities, fitness classes, hours of operation, spa retail, etc.
• Takes messages for guests and staff and delivers them in a timely manner.
• Promote additional treatments to ensure guest satisfaction and increase profitability.
• Conduct tours of the Spa facility if needed and answer questions about amenities found throughout the property.
• Schedule Spa, Salon and fitness appointments for guests, distribute workloads to increase productivity and reduce downtime. Work closely with group coordinators to ensure appointments are correctly and efficiently booked. Confirm appointments.
• Welcome and escort guests to the appropriate waiting areas or lounge to prepare for services. Assist guests with purchasing retail products, promote retail sales, restock all retail merchandise and guest supplies throughout the spa, and explain the function of fitness equipment and spa facilities to guests.
• Assist Spa management with daily administrative activities such as ensuring payroll cards are complete and responding to any issues or questions from Spa staff. Complete required spa paperwork, inform management about guest concerns or incidents, notify Spa management of facility, staff, guest, or supply needs and upcoming events, and attend required meetings.
• Monitor guest areas of the Spa to ensure locker areas, fitness center, reception areas and treatment rooms are kept neat, orderly, clean and well stocked. Act as a liaison to coordinate the efforts of housekeeping, engineering, front office, etc., ensuring spa facilities and equipment in need of maintenance, VIP or special requests are addressed, and that retail displays are interesting and free of debris; retrieve and restock all operational items and guest amenities.
• Open and close the facility in accordance with Spa policies and procedures. Reconcile and balance daily sales at close of shift and run required reports. Maintain Spa records by entering required room and guest account data into systems. Perform all guest accounting functions according to hotel procedures to ensure all guest and house accounts are completed and accurate. Collect related revenue by entering services and charges, computing bills and obtaining payments.
• Resolve guest complaints within scope of authority; otherwise refer the matter to management. Notify supervisor and/or security of all unusual events, circumstances, missing items or alleged theft.
• Notify management of any problems resulting from guest complaints, intoxication or disruptive behavior.
• Wear non-slip, oil-resistant shoes and follow all safety policies and procedures. Report potential safety issues to the manager whenever observed and take immediate action to resolve in emergency situations. Follow OSHA laws requiring the use of personal protective equipment (PPE) when performing duties that present a health or safety risk. Receive training on proper use and care of assigned PPE. Report defective, damaged or lost PPE or equipment that does not fit properly to the manager. Maintain compliance with the hotel’s hazardous material (HAZMAT) program and familiarize with current MSDS.
• Report to work as scheduled (on time and on a regular basis).

Other Responsibilities / Supportive Functions

• Assist with preparation for departmental meetings.
• Review VIP lists and follow up on any issues/complaints from the previous day.
• Compile statistics and prepare reports as requested.
• Notify management of unsafe conditions, needed maintenance for rooms or equipment and any accidents.

Note: This job description is not intended to be all-inclusive. Team members may perform other related duties as required to meet the ongoing needs of the organization. Management reserves the right to add, modify, change or rescind work assignments and to make reasonable accommodations as needed.

Qualifications (Relevant Experience, Education and Training)

• No formal education required.
• 6 months prior sales, guest relations and/or spa experience desired.
• Basic knowledge of spas, luxury hotel service standards, guest relations and etiquette desired.
• Current First Aid and CPR certification desired.
• Excellent customer service/communication skills to work with guests of various social, cultural, economic and educational backgrounds for the purpose of resolving problems/complaints and providing a high level of guest satisfaction.
• Ability to perform basic math skills such as addition, subtraction, multiplication and division.
• Attention to detail, and ability to solve problems and remain calm and alert when dealing with difficult guests, during busy periods or in an emergency situation.
• Ability to learn and use telephone and computer systems used at the hotel. Good working knowledge of Microsoft Office.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Must be able to speak, read, write and understand English.
• Works independently with minimal guidance and as part of a team.
• Required to work varying schedules including holidays, weekends and alternate shifts.
• Maintain a clean appearance and professional demeanor.
• Complete all required training as scheduled.

Special Skills & Physical Demands

The employee regularly sits for sustained periods of time and stands and walks frequently. Works at a quick pace, frequently grasps and reaches by extending hand(s) and arm(s). Occasionally stoops, crouches, pushes, pulls carts and equipment, and lifts up to 50 pounds of force occasionally, 20 pounds frequently or 10 pounds constantly. Requires close visual acuity to operate computers and ensure cleanliness meets standards. Subject to environmental conditions and hazards such as moving mechanical parts, electrical current and cleaning chemicals. May be exposed to fumes, odors or dust. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties. The employee must be able to perform each essential duty satisfactorily.