Spa Reservationist

Spa Attendant - The Cliffs Hotel and Spa

The Cliffs Hotel & Spa is the premier oceanfront hotel on the Central Coast. Come to work every day to beautiful ocean views of Shell Beach Be part of a team known for outstanding customer service that creates lasting, happy memories for all our wonderful guests.

The Cliffs Hotel & Spa is a locally owned business and proud supporter of our local Central Coast Community, providing donations and hosting community-focused programs throughout the year including free and philanthropic events. We love our employees - we host employee appreciation events, offer daily discounted lunches from our restaurant, and offer special hotel benefits.

The Spa at The Cliffs is continuously growing and expanding We are seeking a genuine, efficient, and motivated part-time, Spa Reservationist who can engage with guests using a personalized sense of service. We look forward to connecting with you

Position Summary:

The Spa Reservationist is responsible for delivering excellent customer service by demonstrating a personalized sense of service for each guest. They will consult with guests in scheduling Spa services in an efficient, gracious, and professional manner, sharing product knowledge and expert recommendations in order to drive sales and revenue. The Spa Reservationist works closely with Spa Attendants, Spa Reservations Specialist, Spa Leads, Estheticians, Massage Therapists, and Spa Manager.

Essential Functions of the job:

• Greet and engage with all guests over the phone with a gracious, welcoming, warm attitude
• Answer phones promptly and schedule spa and facility reservations according to company protocol
• Be knowledgeable with Spa rates, appointment availability, service quality; and provide expert recommendations through using guided questions with each guest
• Share information with guests about current promotions, products, membership, and services in the spa; giving personalized, thoughtful, and intuitive recommendations
• Communicate with guests in an articulate manner, using correct verbiage and avoiding slang
• Demonstrate genuine sense of interest and concern, and/or anticipatory service when appropriate and helpful; guided by The Cliffs' Mission and Values
• Schedule Spa appointments, taking extra precaution to accurately record guest information, such as name, phone number, email address, and payment information
• Attend meetings and trainings to learn current spa and hotel information
• Creatively resolve guest requests and issues quickly and discreetly
• Maintain empathetic attitude to recover guests who have had a negative experience
• Maintain cleanliness in reception areas including sweeping, dusting, cleaning windows, etc., as needed
• Communicates graciously, professionally, and courteously with guests, management and co-workers
• Comply fully and consistently with all the hotel conditions of employment and standards of uniform, grooming, and safety

Physical Requirements:

• Ability to stand continuously for the duration of the shift (4-8 hours)
• Ability to sit continuously for the duration of the shift (4-8 hours)
• Ability to carry 40+ pounds when necessary

Education, Experience, Skills:

• High School Diploma or GED equivalent
• Responsible Beverage Service Training, and ABC Exam Certified
• Basic computer skills, including email and scheduling systems
• Knowledge of Word, Excel, Outlook, and Book4Time is preferred
• Must have strong organizational skills and be detail-oriented
• Ability to provide an elevated level of customer service
• Ability to work nights, weekends and holidays when necessary
• Ability to be sales oriented and able to communicate information regarding product and services to guest
• Ability to multitask and memorize/recall information quickly
• Maintain a friendly, outgoing attitude throughout all shifts
• Must be able to communicate and work effectively with co-workers in all departments
• Hospitality experience is preferred
• Luxury Spa experience is preferred

This job description is not a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.