Spa Concierge

Job Description

Responsible for providing courteous and efficient guest service from point of arrival through check-in/out. Responsible for booking, changing, or canceling spa appointments accurately. Ensure member and guest satisfaction regarding all areas of spa services in accordance with the Boca Raton & Club standards. Supports a healthy and happy team environment, by being a team player. Delivering exceptional guest service in line with Forbes Five Star Standards.

Essential Functions

Job duties include, although are not limited to:

Maintain established resort and departmental policies, procedures, standards, and objectives.

Adhere to Club Rules & Regulations.

Maintain a cooperative and professional work relationship and team attitude with members, guests, and staff.

Adhere to industry code of ethics; shall not enter gainful employment with a member or guest (i.e., do not solicit or conduct personal business with a member or guest as a private client).

Deliver Forbes Five Star service standards and protocols as outlined within the Job Scope 100% of the time while scheduled.

Adhere to all resort guidelines and policies including but not limited to proper entrance and exit of the spa through the Associate entrance.

Accurately schedule all Spa reservations, changes, or cancellations in SpaSoft, confirm reservations and inform guest of Spa policies.

Accurately process all billing and posting for spa and retail services; report any overages and shortages to supervisor.

Accurately explain spa treatment menu and packages to guests

Provide spa concierge services including, but not limited to (resort directions, F&B reservations, laundry requests, etc.)

Possess knowledge at all times of Spa Operations and clearly communicate information to guests (hours of operation, cancellation policies, special promotions, and groups in house, treatment menu, etc.)

Greet and welcome all incoming and outgoing members, guests and staff in accordance to Resort Standards

Monitor locker rooms, lounges, pool area when necessary

Maintain a neat and organized front desk by wiping counters, keeping area clutter free and drawers and cabinets organized.

Maintain a clean, neat and organized lobby by straightening and picking up retail, handouts, flyers, etc.

Properly open, maintain and close Spa according to standard operating procedures, complete daily checklists.

Respond to all member and guest concerns in a prompt, professional, calm, and courteous manner. Respect guest confidentiality

Sell spa retail products to guests and maintain retail display areas by wiping down counters.

Possess knowledge at all times of Spa products available in retail shop.

Use suggestive selling techniques in all situations.

Assist with mail orders and special mailings.

Assist in all areas of Spa operation.

Maintain a co-operative team attitude with co-workers.

Be aware of appearance, promptness, quality of work and attitudes with guests.

Maintain a safe and clean work environment by recommending all engineering work orders and suggesting improvements of procedures, etc.

Maintain service standards.

Actively contribute to finding solutions for challenges

Enhance professional growth and development through participation in educational programs, current literature, workshops and meetings.

Participate in all training sessions and demonstrate willingness to learn spa treatments

Attend meetings as required.

Participate in training sessions as required.

Know emergency procedures of treatment areas.

Performs other related duties as assigned or requested by supervisors/managers.

Internal Relationships

Spa/Fitness Staff, Spa/Fitness Management, Housekeeping, Engineering, Resort Staff, Resort Management, M.O.D.

External Relationships

Club Members, Resort Guests & VIPs

Qualifications, Education/Experience Requirements

To successfully fulfill this position, the candidate must have excellent communication skills (English), CPR Certified, ability to think and respond quickly to issues or guest needs, ability to handle multiple tasks, computer literate and attention to detail. Good interpersonal, organizational and professional skills. Must be flexible and adapt easily. Interested in health & wellness field. Must be able to sit, stand, stoop or bend for duration of shift [at least eight (8) hours].

Physical Requirements

Prolonged extensive standing/walking. Heavy physical effort will be required on a regular basis. Considerable reaching and pushing. Be able to lift/carry loads up to 40lbs.

Notice:

The hospitality business functions seven (7) days a week, twenty-four hours a day. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times.

Upon employment, all employees are required to fully comply with hotel rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate hotel rules and regulations will be subjected to disciplinary action, up to and including termination of employment.