Spa - Front Desk

Fisher Island Club - Miami Beach, FL (30+ days ago)4.0


Spa Front Desk

Date Revised:
8/27/15

Department:
Spa & Fitness

FLSA Status:
Non-Exempt

Reports to:
Director of Spa & Fitness

Summary:
The Front Desk is the main information center of the Spa. The Front Desk Receptionist creates a guest's first and last impression of the Spa. His/Her primary function is to ensure that all guests are greeted, personally checked in and out of the Spa courteously, efficiently and accurately. This position is also responsible for scheduling body and skincare treatments via the appointment booking system; answering and routing phone calls, selling merchandise in the Spa Boutique, and point of sale settlements.

In accordance with Fisher Island Club's philosophy, all team members work together sharing in a common goal of a successful and innovative club. Team members are to demonstrate integrity, fairness and honesty. These are our core values that we will live by in our daily interaction with all of our external and internal members, guests and customers.

Nature and Scope:
The incumbent reports directly to the Assistant Spa Director. The major trust of the position is to create a warm and welcoming and ensuring that the feel comfortable with their visit to the Spa.

Duties and Responsibilities:
Warmly welcome and check all guests into the Spa, confirming membership status and good standing.
Check guests out of the Spa ensuring that all Spa clothing has been returned and any balance due for services has been settled.
Know all body and facial treatments in the Spa in order to explain and promote services.
Schedule treatments using the appointment booking system.
Provide guests with information regarding the Spa's facilities, activities, and services.
Monitor and change music on master sound system.
Run daily usage reports off the appointment booking software and submit to Supervisor.
Assist guests in the Retail and ring up sales.
Assist Therapists in room assignments.
Set up and maintain aromatherapy in Lobby.
Process all vouchers including training and classes as well as spa services through Spa Soft.
Give guided tours of the Spa when needed.
At the close of your shift, inform the next shift of any pertinent information relative to operations and Members services.
If you are the closing shift, complete all closing shift duties.
If you are the opening shift, complete all opening shift duties.
As a member of the Spa employee team, cooperation is assumed and required if asked to assist in other areas of the Spa.
Make sure uniform is immaculate. Appearance should be professional with minimal jewelry, conservative hair and nail style and nametag is worn. Perform any other job related duties as assigned.
Inform Management of client grievances. Handle client complaints, provide client satisfaction, and assure them you will bring the issue to Management. If Management is unavailable, deal with problems in a courteous manner.
During your employment other positions, duties and responsibilities may be assigned to you from time to time.

Minimum Qualifications:
Prior front desk or cashiering experience is highly desirable, including working with a computerized point of sale and/or reservations system.
Two to three years related experience and/or training, or equivalent combination of education and experience.
High School diploma or equivalent is required.

Must have a valid Driver's License.

Knowledge, skills and abilities:
Good computer skills to include spreadsheets, word processing and e-mail
Ability to verbally communicate with management.
Exceptional human relations, communication, service and sales skills.
Must be professional, energetic, enthusiastic, co-operative and have a friendly disposition at all times.
Must be punctual and reliable.
Have an aptitude to work in a very busy environment including phones, clients and staff as needed.
Must be willing to attend all mandatory trainings to further spa skills.
Consistent attention to detail in delivering Fisher Island experience.
Ability to multi-task and maintain grace while under pressure.
Must have knowledge of spa services and products offered.
Juggle and balance needs of the organization.

Attributes

Proactive, Team Player, Problem Solver
Passionate about hospitality and customer service driven
Must have a professional appearance and good hygiene
Respect for all co-workers and guests
Pride in your work by creating positive energy, excitement and fun
Demonstrate positive behaviors; smiling, being polite and courteous
Able to develop a camaraderie with team members

Working Conditions:
Work is performed inside most of the time, will require some outdoor activity
Ability to work odd hours and on weekends and holidays
Ability to work under pressure and handle stress