Spa Concierge
posted April 18, 2017
The Brown Palace Hotel and Spa, Autograph Collection®Denver, CO Apply
Are you interested in joining a team celebrating 125 years of success? If so, apply online today at www.qhrcareers.com.
ABOUT THIS JOB
Summary
The Treatment Advisor/Counselor/Concierge is responsible for greeting all guests that come into the Spa and checks-in arriving guests, recommends spa treatments, packages and classes. Provides information to guests and visitor inquiries in person or on the telephone. Maintains treatment schedules and lobby reception area.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Provide guest relations to all potential and existing guests at all times.
Perform job duties as they relate to spa operations, check-in and check-out procedures, cashiering and guest reception.
Practice teamwork, assisting other departments when needed in the areas of reception, retail and housekeeping.
Maintain a professional appearance at all times, adhering to departmental grooming standards, in full uniform.
Maintain complete knowledge of all hotel features/services, hours of operation; all spa services; spa operating hours; spa menus, including ala Carte services, signature treatments, packages, etc.; pricing, fees and charges for all spa services; treatment room types, decor, locations and amenities; daily appointments, arriving guests, available appointments, specials, etc.; directions to spa, check-in procedures; retail brands, product lines, services and special promotions; hotel house count, in-house groups, hotel restaurants, services, etc.
Maintain complete knowledge of, and comply with, hotel and departmental policies and procedures.
Greet all guests with a warm welcome and fond farewell.
Maintain positive guest relations at all times, including in-house guests, day guests and telephone inquiries.
Answer all incoming calls and inquiries in a prompt, friendly manner.
Accommodate all guest requests and complaints expediently and courteously.
Maintain the confidentiality of all spa guests; never disclose the names of spa guests to other guests, media or contracted staff.
Introduce guests to packages, special programs, additional services; advise all guests of spa procedures, special instructions, additional available treatments and billing procedures and directions.
Escort all guests to the locker rooms, waiting areas, retail store or next appointment.
Inquire as to the guests' experience and level of satisfaction with treatments and services.
Book incoming spa reservations and appointments efficiently and accurately.
Offer beverage and amenity to arriving guests.
Practice yield management techniques in scheduling and booking appointments.
Maintain guest history files on all existing guests.
Confirm all upcoming appointments and treatments.
Block required treatment rooms and schedule therapists for incoming guests.
Accommodate guest preferences and/or treatment changes.
Confirm amenity deliveries and room service orders prior to guests' arrival.
Process all guest payments to the appropriate credit card, folio or account.
Handle all cash transactions efficiently and accurately.
Answer any billing questions or concerns, provide gratuity procedures for therapists and estheticians.
Contact Housekeeping or Engineering with cleaning requests or maintenance requests.
Maintain front desk with Sales collateral, office supplies and promotional materials.
Ensure lobby lighting and music levels are correctly set and maintained.
Maintain a daily activity log.
Communicate guest preferences to relevant departments and co-workers.
Assist reception with guest relations, retail store with sales and posting charges, when necessary.
Attend all departmental meetings, product and treatment education classes.
Observe all departmental safety procedures and protocols.
Handle emergency situations with urgency and discretion.
Ability to work independently and take initiative with minimal supervision.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Previous experience as a spa therapist, receptionist or reservations agent.
Excellent interpersonal skills; able to create a professional and comfortable environment for all spa guests and employees. Ability to anticipate guest needs and concerns, and respond with congenial hospitality, urgency and professionalism.
Highly organized; ability to multi-task and work well within a team.
Computer literate; competent in learning software programs, ability to input and access data in the computer, while utilizing SpaSoft and/or Microsoft applications.
Education and/or Experience
High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
Language Skills
Ability to communicate in English, with proper grammar; provide legible communication. Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Reasoning Ability
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Certificates, Licenses, Registrations
Certification in basic first-aid and CPR is desirable.
Other Skills and Abilities
Ability to remain stationary at assigned post for extended periods of time.
Ability to perform job functions with minimal supervision.
Ability to focus attention on guest needs, remaining calm and courteous. Ability to prioritize, organize and follow-up.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to sit; stoop, kneel, crouch, or crawl and taste or smell. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is occasionally exposed to moving mechanical parts and risk of electrical shock. The noise level in the work environment is usually moderate.
CONDUCT REQUIREMENTS The employee in this job must be knowledgeable about and follow the company's rules, policies and procedures as outlined in the employee handbook including attendance requirements, hotel and departmental safety and security requirements, OSHA requirements, worker's compensation procedures, grooming guidelines and EEO / Sexual Harassment policies.
HOSPITALITY REQUIREMENTS: The employee in this job must be knowledgeable about and follow the company's mission statement and values. Employees are also expected to understand who our guests are and how we service our guests, demonstrate professionalism, and problem solve. Attending New Hire Orientation and Experience the Palace Hospitality training is a requirement of this position and must be completed within two weeks of hire.
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