Spa Concierge

• Be on time for shift and maintain consistent, regular attendance record.
• Properly open and/or close spa each day according to Standard Operating Procedures.
• Accurately book, change and cancel spa appointments.
• Acknowledge and greet everyone who enters and leaves spa facilities.
• Ensure that locker room and relaxation area are clean and stocked for flow of in-coming and out-going guests.
• Ensure that the check-in and payment processes are handled in accordance with company policy by processing cash, credit card and member transactions accurately protecting the company's assets.
• Provide detailed descriptions of spa treatments, packages, services, facility features and hours of operation.
• Utilize spa computers with skill and proficiency; document guest information in electronic record as directed.
• Answer the phone promptly and use the guest's name throughout the phone conversation; operate phone system accurately and efficiently.
• Balance the challenge of a face present guest vs. telephone calls.
• Actively promote the spa and salon, treatments, services, and retail, as well as programs, promotions and/or discounts available.
• Maintain eye contact when addressing guests; develop professional and personalized relationship with regular guests.
• Handle guests' questions and concerns promptly, professionally and courteously. Handle complaints with understanding and a calm manner directed toward resolution.
• Maintain complete confidentiality in all guest matters in accordance with company policy.
• Provide accurate, appropriate and immediate responses to all requests by guests, ensuring complete guest satisfaction.
• Maintain a clean, safe, fully stocked and well-organized work area.
• Ensure adequate stock of supplies; inform management when stock is low.
• Develop ability to work without constant direct supervision and remain at assigned post for extended periods of time.
• Maintain a positive attitude and contribute toward a quality work environment.
• Regularly attend, participate in and support training and staff meetings for the spa.
• Ability to perform the duties of the Retail Consultant as needed.
• Assist in all areas of spa operation as requested by management.
• Communicate to management any and all occurrences involving staff or guests in the spa that require attention.
• Deliver "I Am Proud" service standards and department-specific signature touch points.
• Establish cross-departmental channels of communication among teammates that are consistent and complete.

• Greet every guest, member, and team member with "I Am Proud" standards and set a positive tone for every interaction.
• Provide extraordinary service that is "Enriching by Nature."
• Embrace, embody, demonstrate, and encourage wellness and the STRATA virtues through interactions, performance, and commitments.
• Uphold the Garden of the Gods Resort and Club's brand, culture, vision, mission, and values.
• Be empowered to make things go right if they go wrong.
• Give the guest/member a fond farewell.
• Address feedback by utilizing the LEARN Model.
• Demonstrate a professional appearance and be attentive to what matters most.
• Comply with company policies and procedures.
• Observe and adhere to safety guidelines.

• Perform other duties as assigned.
• Interface positively with other departments, offering assistance when needed.
• Displays care in use of equipment and maintains an organized and professional work environment.

• Minimum Knowledge & Skills:

• Must be detail-oriented and have ability to multi-task.
• Ability to be efficient and productive in a fast-paced environment.
• Must have enthusiasm and possess excellent customer service skills.
• Must possess basic math and money handling skills.
• Enjoy working with people and possess a friendly and outgoing personality.
• Excellent communication, listening and computer skills.
• Must be a team player.
• Must be willing to work weekends.
• Excellent command of the English language in communicating both verbally and non-verbally.
• Ability to effectively present information and respond to questions from managers, employees, members and the general public.
• Formal Education and Job-Related Experience:

• High School graduate; 1 years' experience in resort, club, or day spa experience
• License, Registration, and/or Certification Required: N/A

• Communications:

• Daily - Communicate with Spa Concierge and Spa Management daily
• Weekly - Spa Management
• Occasionally - Participate in one-on-one coaching sessions.
• Teamwork and Collaboration: This position requires continuous teamwork as well as internal and cross-departmental communication.

Garden of the Gods Resort & Club