The Spa Front Desk Agent is involved in all aspects of the Spa operation of the Ojai Valley Inn and Spa for the purposes of providing exceptional guest service: advocating the Spa experience and treatments, creating and confirming spa appointments, greeting and assisting guests in a warm and friendly manner, providing a clean, safe and healthy environment. Essential Duties and Responsibilities
- Responsible for the guest's first impressions of the Spa staff.
- Greets guest with a smile and has the ability to communicate with diverse personalities.
- Answers the phone properly using good telephone etiquette (3 rings, name usage).
- Utilize spa computer systems with skill and proficiency.
- Schedules and reschedules appointments keeping guests and services moving smoothly by scheduling appointments effectively.
- Detect errors on the appointment book before they can cause problems in the spa. (Confirming billing abilities and confirmation emails sent)
- Coordinating seamless, Forbes 5 star check in and check out for all guests.
- Know and communicate clearly about the difference between the features of the spa services and their benefits.
- Providing a 5 star tour and orientation to the facility to arriving guests.
- Effective conflict resolution skills.
- Knowledge of the entire Spa including all Spa treatments, appropriate booking order and contraindications.
- Knowledge of Spa policies and able to effectively enforce the policies.
- Knowledge of all Spa procedures and able to perform in an efficient an accurate manner.
- Knowledge of resort, extensions, resources and VIPs.
- Responsible for all aspects of Spa billing and gratuities.
- Supporting spa MOD in handling all situations when a therapist calls in sick or no shows, if the appointments are scheduled on the wrong day and other scheduling errors.
- Maintain a clean, safe, clean working environment in all areas.
- Oversee all customer service throughout the Spa, periodically walking around the facility to insure guest satisfaction.
- Forecasting guest needs (locker room supplies and F&B).
- Assist Spa MODs in opening and closing the facility each day according to standard operating procedures.
- Attend trainings and meetings.
- Restock and maintain all front desk areas with necessary supplies.
- Accurately complete all point of sale functions and accounting requirements. Help resolve accounting inquiries.
- Follow cash handling procedures.
- To keep reception area in good order and see to the needs of the clients before they are turned over to the technician.
- Perform any assigned cleaning duties within Spa Ojai as a team member.
- Be willing to accept responsibility for Spa projects within or outside the scope of normal working hours.
- Help teammates when they are in need, and to accept responsibilities for duties that may be assigned by management when necessary.
Qualifications:
- Communication skills are articulate, open and effective.
- Previous spa experience, or similar field.
- High level of organizational skills.
- Effective in establishing and maintaining a positive team environment
- Must be detail oriented with strong organizational skills.
- Customer service and appearance to represent the property professionally and successfully.
Essential Skills:
- Ability to prioritize and organize work assignments.
- Ability to be a clear thinker, analyze and resolve problems exercising good judgment.
- Ability to focus attention to detail.
- Ability to remain calm and courteous when dealing with challenging situations.
- Ability to maintain discretion and confidentiality of all guest and Spa information.
- Consistently maintain a positive attitude.
The pay scale for this position is $22.50/hr.Other details
- Pay Type Hourly
- Hiring Rate $22.50
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