Lead Front Desk Receptionist

1 month ago

Lahaina, United States The Spa at Hyatt Regency Maui Resort Full time
Job DescriptionJob DescriptionBenefits:
  • 401(k) matching
  • Dental insurance
  • Employee discounts
  • Health insurance
  • Paid time off
  • Vision insurance

Company Overview
Trilogy Spa Holdings is a professional spa management company dedicated to creating and operating the most innovative, service-centric, and performance-optimized branded spas in the hospitality industry. We currently operate spas in Arizona, California, Colorado, Florida, Hawaii, Nevada, New York, Puerto Rico, and Texas, where there is an enormous opportunity for growth for passionate individuals.

Trilogy inspires those who provide, Flawless service: Every Guest, Every day.


We pride ourselves on creating a culture where employees feel valued, appreciated and take pride in coming to work. As such, desired candidates seek to be a Partner at Trilogy, not merely an employee. If you are driven to succeed and proud to serve others, we want you as part of our team

Job Summary
The Lead Front Desk Receptionist is responsible for providing guests with comprehensive and professional service. They must have excellent communication and problem-solving skills and maintain a high level of customer service standards. The individual should be able to effectively engage with guests, while upholding the highest level of professionalism. Additionally, they are responsible for assisting Spa Management with training and managing retail product inventory.

Responsibilities
  • Understand and abide by TRILOGY and The Spa at The Hyatt Regency Maui policies and procedures.
  • Provide guests with a thorough and knowledgeable understanding of spa services.
  • Demonstrate respect, sensitivity, and concern for guests needs and concerns in a professional and pleasant manner.
  • Provide spa guests with a tour of spa facilities, when needed.
  • Interact cooperatively with, and with consideration towards, guests and co-workers.
  • Anticipate guests' needs and adhere to The Spa at The Hyatt Regency Maui and TRILOGYs standards for guest service, including FORBES 5-Star Standards.
  • Diffuse guest challenges and communicate guest problems or complaints to the Spa Manager on Duty in a timely fashion.
  • Maintain safety, sanitation, and disinfection standards.
  • Use all PPE and sanitation standards by TRILOGY and the State Governing Body.
  • Oversee cleanliness, disinfection, and maintenance standards.
  • Ensure EPs properly clean and sanitize products, rooms, tools, and equipment, adhering to TRILOGY and State Governing Boards' requirements and guidelines.
  • Ensure EPs follow service rules and regulations under their state license.
  • Ensure EPs use all PPE and sanitation standards according to TRILOGY and the State Governing Body.
  • Maintain a clean and orderly presentation of all retail items.
  • Assist with retail inventory.
  • Decisions of a broad nature are made per general policy and procedures.
  • Train and ensure all Front Desk staff deliver exceptional service, offering corrective counseling, when needed.
  • Ensure Front Desk staff are monitored and informed of treatments, groups, and other promotions.
  • Ensure all protocols are adhered to.
  • Act as leader for Front Desk staff and work with Spa Manager to enforce service standards and SOPs.
  • Assist Spa Management with Service Provider schedules, as needed.
  • Assists Spa Director in conducting performance evaluations for all staff after 90 days and yearly thereafter.
  • Selling and up-selling products to clients.
  • Responsible for quarterly meetings of their department.
  • Provide a communication channel for spa management to their team.
  • Assist with scheduling and rotation of duties.
  • Communicate any maintenance/general cleanliness issues to the Spa Manager on Duty.
Qualifications
  • A minimum 2-year college associate degree is preferred.
  • Must have a minimum of 1-3 years experience in customer service, spa, hospitality, sales, and/or retail.
  • Must have at least 2 years of Supervisor experience.
  • Candidate must be authorized to work in the US.
  • Must be able to stand for long periods of time.
  • Must have a flexible schedule, including days, nights, holidays, and weekends.
  • Must be polished, professional, and have a strong command of written and verbal English.
  • Must be organized, timely, and detail oriented.
  • Must be proficient in Microsoft Office; Booker, Book4Time, Spa Soft preferred.
  • CPR and First Aid certified preferred.
Benefits/Perks
  • Medical, Dental and Vision (Full-Time Employees only)
  • 401K Matching
  • PTO Paid/Holiday Time Off
  • VTO Voluntary Time Off
  • Discounts on Retail Products and Spa Services
Compensation: $21.50 per hour + Gratuity Pool + Retail Commission

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