Wellness Event Coordinator Specialist

1 day ago

Miami, Florida, United States Faena hotel Full time
Job Title: Wellness Event Coordinator

About Faena Hotel

Faena Hotel is a luxurious hotel that embodies the warmth and traditions of the south, combining authentic and attentive hospitality with world-class amenities. Our mission is to create unforgettable experiences for our guests, and we're looking for a talented Wellness Event Coordinator to join our team.

Job Summary

The Wellness Event Coordinator is responsible for maximizing revenue at the spa through effective scheduling, yield management, and events. This role ensures outstanding guest relations by delivering exceptional service at Spa Reception and Events.

Key Responsibilities
  1. Maximize revenue through effective scheduling, yield management, and cross-sales.
  2. Maintain a calendar of events, providing links for promotion and necessary information.
  3. Collaborate with the Spa Director to create and curate events within and outside the hotel.
  4. Work with the Spa Manager to ensure events are charged and commissions are paid properly.
  5. Liaise with Banquets and Sales & Marketing teams to ensure clear communication and adherence to hotel guidelines.
  6. Create IMRs and provide necessary information for BEOs.
  7. Maintain open communication with the Spa Supervisor to share event information with the team and in Operations meetings.
  8. Contribute to team targets and strive to achieve personal goals as set by the Spa Management team.
  9. Maintain a sound knowledge of treatments and retail, accurately describing benefits and prices.
  10. Upsell current spa promotions/packages into Wellness Events and to guests.
  11. Actively recommend products and provide further consultation to guests to ensure sales are closed on product recommendations made by therapists.
  12. Encourage clients to return by recommending ongoing treatment programs, inviting guests to rebook, and participating in events and social media.
  13. Respond to social media requests and assist with content creation.
  14. Responsible for all billing procedures at the reception desk and correct reconciliation of funds at the end of each shift and day.
  15. Maintain the highest standards of guest service.
  16. Conduct spa tours for guests, VIPs, and prospective members, acting as an ambassador for the spa at all times.
  17. Consistently record guest and group preferences, accurately updating profiles and communicating relevant information to colleagues.
  18. Ensure confidentiality at all times, including data protection, medical details, and information provided in confidence by clients.
  19. Report guest complaints to the Spa Manager for prompt and effective handling.
  20. Organize scheduling of appointments and events to maximize use of time and profitability while prioritizing client needs.
  21. Obtain and accurately record relevant guest information, including contact details, credit card information, and requests/preferences.
  22. Prepare guest correspondence and administration as per brand standards, ensuring excellent presentation.
  23. Respond to guest enquiries promptly and efficiently.
  24. Provide information on spa facilities during tours, including benefits, utilization instructions, and health and safety.
  25. Maintain the cleanliness, presentation, and organization of the reception and event areas at all times.
  26. Ensure adequate supplies of public information materials are available and in immaculate condition.
  27. Record and track turn-away business and repeat guests through Book4Time.
  28. Prepare the reception area for the start of the next shift, ensuring all messages are communicated and conducting a detailed handover.
  29. Answer telephones within three rings and in a professional manner.
  30. Liaise with other hotel departments to ensure guest needs are met and communicated, maintaining a good knowledge of the hotel and its facilities.
  31. Day-to-day responsibility for equipment, products, cleanliness, and hygiene of the reception and other spa areas.
  32. Maintain a high standard of appearance and personal hygiene as laid down by the Spa Director/Manager.
  33. Always be punctual and prepared in advance of treatments and events.
  34. Support all departments in the spa, including covering reception and spa attendant duties as needed.
  35. Must adhere to training as set down by the Spa Supervisor and attend all necessary training courses.

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