ESSENTIAL PURPOSE: To accurately describe, sell and schedule all spa appointments, greet spa guests, suggestively sell take home care products and close transactions.
ESSENTIAL DUTIES:
- To warmly greet, tour and service all spa guests.
- To enthusiastically describe, sell and schedule spa services and amenities over the phone and in person.
- To accurately confirm all spa appointments and enforce cancellation policies and follow up on collections as needed.
- To accurately close all transactions through point of sale system and follow cash drawer and drop procedures.
- To perform opening and closing checklists on a daily basis, replenishing supplies and cleaning equipment.
- To conserve and monitor supplies and assets of Carneros Resort and Spa and assist with the monthly inventory, merchandising and display of all retail products.
- To assist with special projects, events and promotions as needed and use available time to help with spa operations as requested.
- To assist and maintain all areas of the spa reception, relaxation lounge and lockers cleaned as needed and when directed.
- To consistently set and maintain the highest standards of personalized guest service, cleanliness and safety at all times while maintaining an enthusiastic and helpful attitude.
- To respond to guests’ concerns, suggestions or complaints in a timely and professional manner.
- To maintain a working knowledge of all services and products, and recommend them to guests as appropriate.
- To attend all scheduled treatment and product knowledge training sessions and to assist in the training of other team members as directed.
- To represent and market Carneros Resort and Spa in a positive and professional manner as requested and continually promote the spa internally and externally by attending special events when requested and building relationships both on and off property.
- To promote and comply with all policies and procedures of Carneros Resort and Spa
- To immediately report all suspicious occurrences and hazardous conditions and avoid injury to self and others.
- To maintain the cleanliness and safety of work areas at all times.
- To attend all mandatory meetings as directed.
- To perform other tasks, including cross-training, as directed.
JOB KNOWLEDGE & EDUCATIONAL LEVEL:
High School Diploma
SKILLS AND APTITUDES:
Ability to understand computer software and scheduling. Experience managing cash drawers. Experience working in a receptionist or spa environment is helpful. The capability to consistently sound warm and friendly over the phone. Must have an ability to learn new skills to match the offering at Carneros Resort and Spa. Must have an understanding of sales and the importance of meeting goals.
WORKING CONDITIONS:
Works indoors throughout shift in small, temperature-controlled, clean, and bright airy treatment rooms.
PHYSICAL DEMANDS:
Stands and walks short distances throughout shift. Requires upper body strength and stamina to perform routine job tasks. May be required to assist guests on/off table. Frequently required to handle and move objects weighting up to 30lbs. over short distance. Reaches and lifts to perform routine job tasks. Must be able to tolerate heat for extended periods of time.
IMPACT OF DECISION:
Decisions directly impact hotel business levels and customer service. Poor decisions may result in customer dissatisfaction and lost revenues, due to ineffective promotion, lack of follow through, unsafe work practices, or improperly handled customer service situations.
GENERAL:
Must comply with the Company’s Appearance and Dress Code policy as set forth in the Employee Handbook.
JOB CLASSIFICATION:
The position is classified as Full-Time and, upon completion of the Introductory Period, the employee is eligible for the Employee Benefits outlined in the Employee Handbook. Notwithstanding the foregoing, the Company reserves the right to amend, change or discontinue the policies, practices and benefits described in the handbook at any time and without notice.
