Spa Concierge - The Estate Yountville : Job Details

SPA CONCIERGE

Yountville, CA

Laying in the heart of Napa Valley, The Estate Yountville features two magnificent hotels that embody the perfect getaway and retreat. Surrounded by vineyards, Michelin-star restaurants and exquisite views in Yountville, our 22-acre haven sits among one the most coveted viticulture regions in the world. We invite our guests to immerse themselves in a redesigned Wine Country experience in a delightfully vino-cultured manner: two luxury hotels with decidedly different personalities the vibrant Hotel Villagio and its sophisticated counterpart, Vintage House, a chic and tranquil sanctuary. A combined room-count of nearly 200 rooms and suites allows us to create a memorable experience for any occasion!

JOB SUMMARY:

The Spa Specialist is involved with all aspects of the Spa operation and Spa guest experience. This position is responsible for providing courteous and efficient guest service from the point of guest s initial contact on the phone, to arrival at The Spa, through the guest s check-in and check-out procedure. Spa Specialist is responsible for educating and guiding guests towards a customized spa experience including upselling and providing a personal connection. Spa Specialist will also maintain and be responsible for a cashier s bank, reaching retail sales goals and taking cash/credit card/gift certificate payments efficiently and accurately. Spa Specialist will also handle all guest correspondence, provide spa tours, issue robe/slippers/locker, and maintain the cleanliness and orderliness of The Spa facilities at a luxury level.

ESSENTIAL JOB RESPONSIBILITIES:

• Embrace and deliver exceptional guest experiences in accordance with The Spa at The Estate s Service Standards and Standard Operating Procedures.
• Greet and welcome guests; anticipating their needs.
• Represent The Spa at The Estate professionally, ethically and in accordance with prescribed standards. This includes uniforms being cleaned and pressed regularly and a kempt appearance.
• Support The Spa at The Estate culture and its principles.
• Embrace and practice Forbes Luxury Service Standards.
• Learn The Spa at The Estate full treatment menu and retail products in a timely manner; attending trainings, role-playing and completing standards test out.
• Embrace quality control tests and inspections of products, services and/or processes to evaluate quality or performance.
• Meet any established quantitative metrics including: Retail sales, membership sales and survey scores.
• Participate in The Spa at The Estate programs to develop clientele explain promotions to clients; support trunk shows and events; participate in incentive contests; adhere to uniform standards and professional code of conduct.
• Participate in Spa team activities help train/mentor others; attend team meetings and events.
• Properly open and close the Spa facility according to specific standard operating procedures.
• Efficiently schedule spa reservations for guests using Spa Soft computer software.
• Confer with guests about their expectations, reasons for visit, etc. to determine how experience will be best be personalized and customized to exceed their expectations and be most memorable.
• Maintain guest profile records.
• Customize each guest s experience.
• Support the retail operation which will focus to exemplify our wine country aesthetic and commitment to locally sourced items.
• Support social media accounts with curated content as directed
• Read communication boards, logs, memos prior to beginning shift.
• Pass on vital information to next shift.
• Attend all scheduled meetings and trainings.
• Maintain a clean, neat, organized, fully stocked and safe work area.
• Practice fiscal responsibility and honesty when maintaining a cashier s box and tracking commissions and gratuities.
• Liaison between the guest and the spa service provider and/or Spa Attendant, facilitating communication.
• Assist in maintaining appropriate levels of inventory.
• Keep retail display clean, tidy, organized, and items properly labeled and priced.
• Assist in all areas of spa operation and reporting.
• Come to work as scheduled, arriving at work at time listed on schedule.
• Be available to work schedule as requested by Spa Manager including nights, weekends and holidays
• Use telephone procedures as dictated by Spa Standard Operating Procedure and Forbes standards
• Maintain a friendly and cooperative attitude toward your fellow team members and guests.
• Respect guest confidentiality.
• Support guest loyalty profiling system to track repeat clientele and build client retention program.
• Support group business as assigned

• Maximize guest s appointment schedule and ensure proper provider coordination.
• Knowledgeable and able to work all Spa Specialist shifts and procedures including opening, closing and daily tasks.
• Have thorough knowledge of Spa, hotel, property and local specials

• Understand and support our Sustainability Program
• Assist and support Spa Attendants as needed ensuring guest satisfaction in service and esthetically pristine facilities.
• Knowledgeable and willing to cover Spa Attendant position, should the need arise.
• Support Spa team needs and concerns
• Follow all safety procedures and maintain a safe and hygienic work environment.
• Ensure front desk equipment (computers, phones, etc.) is maintained in safe, working condition
• Report maintenance needs to maintenance department.

• Perform other duties as necessary.

REQUIRED QUALIFICATIONS:

• High school diploma or equivalent

• Excellent written English skills with ability to type on a computer and navigate computer programs easily including Spa Soft software.
• Able to work without direct supervision
• Excellent guest service skills
• Ability to accurately compute mathematical calculations.
• High level of organization skills with ability to prioritize assignments.

• 1-2 years luxury service experience in a customer service or sales environment.

• PC experience required, Microsoft Office, Excel.
• Spa Specialist position requires excellent communication skills and ability to solve problems quickly and successfully.
• Must be able to multi task and maintain graciousness with guests and team members under pressure.
• Excellent phone manner, calm demeanor and keen attention to detail are required.

Hotel Villagio & Vintage House offer an attractive compensation and benefits package and the opportunity to be part of a dynamic team.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Nothing in this job description restricts management s right to assign or reassign duties and responsibilities to this job at any time.

Hotel Villagio and Vintage House are equal opportunity employers (Minorities/Females/Disabled/Veterans)

PM22

Compensation details: 20-20 Hourly Wage

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