Position: Spa Guest Service Specialist Fridays, Saturdays and Sundays 10 am to 7 pm
Reports to: Spa Director
Purpose of the Position:
- To provide outstanding and genuine customer services for our spa guests
Key Objective #1
- To ensure smooth daily operations in the spa department
Typical Activities:
- Warmly greet guests and verify treatment times as they check in for their spa services
- Ensure the appropriate paperwork is filled out and ready for the therapist
- Ensure the necessary photocopies are made if the guest has more than one registered service.
- Attempt to locate guests who may be missing or late for spa services
- If guests have mobility issues ensure they have accessible treatment rooms.
Key Objective #2
- To upsell spa services
Typical Activities:
- Have a thorough knowledge of our spa services and therapist capabilities
- Identify opportunities to sell additional spa services
- Update the smart board daily to reflect spa availability
- Book the appropriate spa services that best suit the guests needs and be prepared to offer alternatives if the treatment requested is not available.
Key Objective #3
- To problem solve guest itinerary issues
Typical Activities:
- Assist guests with specific gender requests or therapist requests when possible
- Assist guests with any reasonable changes to their itinerary including moving treatments,
adjusting meal times and adding wellness classes
- If guests would like to cancel a treatment ensure they are within our 24 hour cancellation policy. This does not apply if they are ill in which case we prefer to cancel the treatment.
Note: Spa Guest Service Specialist will also be expected to perform any other duties as assigned by the Spa Director, Spa Manager or Owner.
Direct Reports:
- None
Indirect Reports:
- None
Relationships with:
- Spa Director
- Spa Manager
- Spa Administrator
- Director of Operations
- Spa Therapists
- Spa Attendants
- Guest Services Department
Education:
- The candidate must be highly computer literate, and possess excellent inter-personal skills with the ability to work in a fast-paced environment.
Training:
- Service Excellence Certification
- Maestro Training
Experience:
- Minimum of two years customer service experience preferably in the spa or hospitality sector.
Decision Making Authority
- Cancellation of treatments
Problem Solving Authority · Responsible for solving guests concerns and/or forwarding to the appropriate area and follow up and inform the guest of progress.