Spa Experience Expert

About the Role

Meet, greet, and check in guests, including members, with a friendly and professional image. Provide prompt and courteous service, and close out guest accounts upon completion of services to meet brand standards of quality. Conduct full tours of the facilities, including locker rooms, hot tub, pool, lounges, and outdoor spaces.

Responsibilities

• Comply with HEI Hotels & Resort’s Company Standards of Service.
• Attend Orientation and complete required training modules in the first 30 days of employment.
• Complete any other departmental or Human Resources training programs as directed.
• Maintain professional dress and conduct at all times.
• Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action, and provide accurate information.
• Complete the check-in process by inputting and retrieving information from a computer system, including type and length of treatment.
• Promote brand marketing programs. Make appropriate selection of treatments based on guest needs.
• Handle cash, make change, and balance an assigned house bank. Accept and record vouchers, traveler’s checks, and other forms of payment.
• Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear communication. Retrieve messages and communicate the content to the guest.
• Close guest accounts at time of check-out and ensure satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Field guest complaints, conduct thorough research to develop effective solutions, and negotiate results.
• Remain calm and alert, especially during emergency situations and heavy activity.
• Plan and implement detailed steps by using experienced judgment and discretion.
• Effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
• Comply with attendance rules and be available to work on a regular basis.
• Establish and maintain effective working relationships with associates, customers, and patrons.
• Answer inquiries, offer suggestions, and provide descriptive information pertaining to the spa and resort.
• Manage stressful situations and work long and varied hours as business conditions demand.
• Develop and maintain productive interpersonal relationships and relate well with a wide variety of individuals, many of whom will require patience and tolerance.
• Organize oneself, one’s work, and the efforts of others, and be attentive to detail.
• Work flexible hours/schedule based on business demands.
• Assist with monthly inventories and fill out supply lists in a timely manner.
• Responsible for daily inventories at the robe and key desk, including but not limited to slippers, robes, and daily supplies.
• Maintain eye contact with guests. Use a positive, clear speaking voice, listen to guest requests, and respond with appropriate action.
• Adhere to the policies and procedures of the Spa Department. Maintain the Housekeeping standard.
• Clean slippers and forward soiled robes to laundry; occasionally process soiled laundry.
• Provide all guests with friendly service in a timely manner.
• Read, understand, and abide by the Ridgewood Employee Handbook, Château Élan Hotels & Resort policies, and department procedures.
• Assist colleagues when own workstation is completed.
• Demonstrate a good understanding of various departments within the Spa and be familiar with the services and facilities available to guests, including hours of operation.
• Ensure a high level of sanitation and cleanliness is maintained before, during, and after each shift.
• Perform other duties and responsibilities as assigned.

Requirements

• High school diploma or general education degree, or equivalent combination of education and experience.
• Good communicator, able to handle multiple tasks and maintain acceptable work performance under stress.
• Ability to access and accurately input information using a moderately complex computer system (Microsoft Word, Excel, spreadsheets, email).
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or associates.
• Considerable skill in using a calculator to prepare moderately complex mathematical calculations without error.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Work Environment

Work is performed mostly indoors in a climate-controlled environment. However, some outdoor work is required.

Physical Demands

• Regularly required to use hands and fingers to handle or feel items.
• Constantly required to talk or hear.
• Constantly required to stand on feet for long periods of time.
• Constantly required to plan, hear, speak, listen, follow directions, observe/pay attention to details, and make decisions.
• Constantly required to stand, walk up to several blocks at a time, balance, climb, twist, use manual dexterity, bend/stoop, and reach.
• Occasionally required to lift up to 10 pounds; up to 25 pounds; and may be required to carry the weight for short distances.
• Vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Benefits

• Competitive Medical and Dental programs through Anthem Blue Cross Blue Shield.
• Vision insurance programs through EyeMed.
• Vacation, Sick, and Holiday programs.
• Pet insurance through the ASPCA.
• Supplemental, Spousal, and Child Life insurance.
• Short and Long-Term Disability plans.
• 401(k) Savings Plan with matching funds.
• Discounts through the 'YouDecide' program (vacation destinations, hotels, vacation planning, rental cars, movie tickets/rentals, consumer electronics, consumer goods and services, personal services, cell phones, and plans).
• Hotel room discounts.
• Discount hotel stays, spa services, golf, food and beverage, and retail at Chateau Elan.

Compensation: Tipped/Service Charge Eligible. Discretionary Performance Bonus not eligible.