Position Title: Guest Services Representative

Reports To: Guest Services Manager

Employment Status: Non-Exempt

Position Summary:

The Guest Services Representative plays a crucial role in managing the reception area at Bergamos Retreat. This position involves welcoming all visitors, handling incoming calls, addressing inquiries about spa and dining services, scheduling appointments, registering guests in the system, and processing payments for services rendered. Additionally, this role includes assisting with the upkeep of the locker room and relaxation areas as necessary. A thorough understanding of the facility's layout and operations is essential to facilitate guest appointments and provide informed recommendations. Maintaining professionalism and a positive demeanor in challenging situations is vital to ensure guest satisfaction from arrival to departure.

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Key Responsibilities:

• Open and close the spa in accordance with established Standard Operating Procedures.
• Efficiently manage the booking, modification, and cancellation of spa appointments.
• Greet and acknowledge every guest entering and exiting the spa facilities.
• Ensure cleanliness and proper stocking of the locker room and relaxation areas for incoming and outgoing guests.
• Process check-ins and payments in compliance with company policies, safeguarding company assets.
• Provide comprehensive information regarding spa treatments, packages, services, and operational hours.
• Utilize spa management software effectively; document guest information as required.
• Answer phone calls promptly, using guests' names during conversations; operate the phone system efficiently.
• Promote spa services, treatments, and retail products, including current programs and discounts.
• Maintain eye contact and develop professional relationships with regular guests.
• Address guest inquiries and concerns promptly and courteously.
• Uphold confidentiality regarding all guest matters in line with company policy.
• Deliver accurate and timely responses to all guest requests, ensuring complete satisfaction.
• Maintain a clean, safe, and organized work environment.
• Monitor supply levels and inform management when restocking is necessary.
• Demonstrate the ability to work independently and remain at designated posts for extended periods.
• Foster a positive work atmosphere and contribute to team morale.
• Participate in training sessions and staff meetings regularly.
• Assist in various operational areas as directed by management.
• Report and return any lost guest belongings.
• Support laundry duties as needed.
• Perform additional tasks as assigned.

Qualifications and Skills:

• Strong work ethic and self-motivation.
• Ability to multitask and pay attention to detail.
• Capability to thrive in a fast-paced environment.
• Excellent customer service skills and a friendly demeanor.
• Basic math and cash handling proficiency.
• Enjoyment in working with people and a welcoming personality.
• Strong communication, listening, and computer skills.
• Team-oriented and positive attitude.
• Professional appearance and grooming.
• Adherence to attendance guidelines.
• Flexibility to work varied schedules based on business needs.

Physical Requirements:

• Ability to perform all assigned duties efficiently and thoroughly.
• Capability to sit, stand, and walk for extended periods.
• Physical ability to bend, stoop, squat, and stretch as needed for cleaning tasks.
• Ability to lift up to thirty (30) pounds safely.