Spa Guest Services Manager

3 days ago

Friendswood, United States Bergamos Retreat Full time

Position: Spa Guest Services Manager

The Spa Guest Services Manager is responsible for ensuring guest satisfaction and employee accountability, as well as for completing their daily work tasks and any additional tasks assigned. The Guest Service Manager is at all times professional (with external and internal clients), has a listen-first talk-after approach to guest complaints, and is excellent at multitasking. 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. Reports to and assists the CEO and HR.

Spa Guest Services Manager Core Responsibilities:

- Provides direction and coordination for guest services personnel.
- Directs and coordinates various services related to operations as required.
- Ensures proper customer relations and safeguards the business’s interests by resolving and taking appropriate actions on all customer complaints and/or problems.
- Represents the company in professional contact with the general public.
- Adheres to, monitors, and enforces compliance with all company policies, procedures, and standards; provides clear direction in advising and instructing staff in details of work.
- Properly open and close spa each day according to Standard Operating Procedures.
- Accurately book, change and cancel spa appointments.
- 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 the 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 professional and personalized relationships with regular guests.
- Maintain complete confidentiality in all guest matters in accordance with company policy.
- Maintain a clean, safe, fully stocked, and well-organized work area.
- Develop the ability to work without constant direct supervision and remain at the 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
- Performs administrative duties, including but not limited to reading, analyzing, and compiling reports; communicating verbally and in writing with internal customers, external customers, vendors, and corporate staff; and registering, assigning rooms to, and checking out guests.
- Ensures the highest standards of guest relations, satisfaction, and contact.
- Performs any other duties and responsibilities as assigned.
- Creates and monitors schedules for guest services personnel to ensure adequate staffing.

Knowledge, Skills, and Competencies:

- High School diploma or equivalent with a minimum of two years of college.
- Minimum of two years of spa managerial or related experience.
- Must be proficient in Microsoft Word, PowerPoint and Excel.
- Knowledge of POS software like Korvue, Toast, TriplkeSeat, etc.
- Demonstrated ability to supervise staff.
- Exceptional collaboration, guest relations, and communication skills.
- Reading, writing, and oral proficiency in the English language.
- Ability to be efficient and productive in a fast-paced environment.
- Must have enthusiasm and possess excellent customer service skills.
- Must possess basic math and money handling skills.
- Enjoy working with people and possess a friendly and outgoing personality.
- Team player and positive.
- Well-groomed and professional appearance.
- Regular attendance according to established guidelines
- May be required to work varying schedules to reflect the business needs of the property

Physical Requirements:

- Quickly, thoroughly, and efficiently perform all duties assigned.
- Sit, stand, and walk for varying lengths of time, often long periods of time.
- Bend, stoop, squat and stretch to fulfill cleaning requirements.
- Lift approximately thirty (30) pounds of equipment or supplies, using safe lifting techniques.

Pay: $16.00 - $18.00 per hour

**Benefits**:

- 401(k)
- Employee discount
- Flexible schedule
- Paid time off

Shift:

- 10 hour shift
- 8 hour shift
- Day shift

Weekly day range:

- Every weekend

**Experience**:

- Customer Service manager: 1 year (preferred)

Work Location: In person

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