Job Description

To provide exceptional customer service and anticipate the guests’ needs by providing Front Desk support, hosting and guiding tours, and contributing to reservations by educating the guests on spa experiences.

Responsibilities and essential job functions include but are not limited to the following:

• Consistently offer professional, engaging and friendly service

• Create a welcoming atmosphere for visitors and guests during the arrival and departure process

• Maintain a high level of professionalism in all aspects of job performance.

• Host guests through the facility and familiarize them with the surroundings while explaining the wellness journey

• Answer phone in line with standards

• Guide the guests towards their specific needs when making reservations and offer multiple treatment bookings via upselling techniques

• Communicate all changes, cancellations and additions to the Back of House Leadership team

• Process transactions and adjustments in Book 4 Time daily

• Accept responsibility for cash drawer and ensure it balances at close of shift

• Follow all cashiering procedures

• Assist with retail sales

• Follow and complete daily checklists

• Maintain current knowledge of all spa services, pricings, offerings, schedules, specials and other services provided at the spa

• Interact and communicate effectively with guests, colleagues, and management team

• Communicating housekeeping and maintenance needs to the leadership team

• Maintain all brand and quality luxury service standards

• Maintain consistency in accordance to Forbes/LQA and Fairmont standards

• Assist in conducting self-audits of standards

• Facilitate BEO coordination and scheduling of spa event space, classes or activities

• Provide an exceptional experience to all guests, promptly handling any guest comments, complaints, or concerns with discretion and urgency

• Approach all encounters with guests, colleagues and members in a professional and personalized manner while leading and coaching the team to do the same

• Ensure a safe working environment is maintained at all times and that all colleagues are committed to working safely

• Ensure confidentiality of all guest sensitive information at all times.

• Ensure the necessary resources, functional tools and equipment including linen is readily available through the wellness facilities

• Follow departmental policies, procedures and service standards

• Follow all safety policies

• Assist with the linen and product inventory, and control procedures, quality control, site inspections, and future development according to the Spa Standard Operating Procedures

• Comply with hotel security, fire, health and safety regulations

• Maintain all spa areas organized and well presented to guests and visitors

• Provide administrative support for daily tasks and projects

• Other duties as assigned

Qualifications

• Experience working in the spa industry required
• Previous experience in luxury environment preferred
• Must have a professional image and personality
• Computer literacy a must, with a strong knowledge of Microsoft Office applications, Outlook, Excel, and Spa operations systems, namely Book4time
• Positive attitude
• Excellent communication skills
• Committed to delivering a high level of customer service
• Flexibility to respond to a range of different work situations
• Ability to work on your own or in teams
• Strong guest service orientation required
• Self-confident, proactive, and able to prioritize and make effective decisions
• Ability to work flexible shifts including mornings, evenings, weekends, and holidays

Additional Information

What is in it for you:

• Wage: USD $26.00/hour
• Discounted hotel rooms and food & beverage rates to employees at our sister properties around the globe.
• We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential.
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21 and WATCH

Accor is proud to be an Equal Opportunity Employer EOE/M/F/V/D.

We provide an environment of trust, respect, and integrity. A home away from home. Where diversity and inclusion are celebrated. Privacy and personal information are protected. Through Accor’s Employee Value Proposition, we ensure fair treatment and a workplace free from discrimination & harassment.

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. We commit to a future where diverse identities are celebrated, and equitable and inclusive practices are woven into the fabric of everything we do as an organization.