Guest Services Representative

2 weeks ago

Friendswood, United States Bergamos Retreat Full time

**Position Summary**:

- The Guest Services is responsible for the reception area at the spa. Includes the greeting of all guests, answering phone calls, assisting guests with questions regarding spa and Bistro services, products, booking all appointments, checking the guest into the computer system and charging for services performed. Additionally, assists with transitional cleaning of the locker room and relaxation area as needed. Be familiar with the establishment’s layout, understand the in-house operations to facilitate guests’ appointments, and to make recommendations. Be professional and pleasant in challenging situations and take responsibility for the satisfaction of guests from arrival to departure. _


**Core Responsibilities**:

- Guest Services reps. properly open and 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 the flow of in-coming and out-going guests
- Ensure that the check-in and payment process is handled in accordance with company policy by processing cash, credit card and credit transactions accurately thus 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
- Actively promote the spa, treatments, services, sessions, and retail, as well as programs, promotions and/or discounts available
- Maintain eye contact when addressing external and internal guests; develop a professional and personalized relationship with regular guests
- Guest Services reps. handle guests’ questions and concerns promptly, professionally, and courteously
- 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 and equipment; inform management when stock is low
- Develop the 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
- Assist in all areas of spa operation as requested by management.
- Report and return any guest properties found
- Assist with laundry
- Perform other duties as assigned

**Benefits**:

- Flexible schedule
- Paid time off
- Parental leave

Shift:

- 8 hour shift

Weekly day range:

- Weekends as needed

Work setting:

- In-person

Work Location: In person

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