Spa Concierge

Position Title: Spa Concierge

Location: Rancho Santa Fe

Department: Spa

FLSA Status: Non-Exempt

Reports To: Assistant Spa Manager, Spa Director

Revised Date: October 2019

SUMMARY

The Spa Concierge is responsible for the guest's over all spa experience including but not limited to: scheduling and promoting spa services on the phone and in person, providing information about our service menu, products and spa facility to enhance the guests experience and promote Rancho Valencia Resort and Spa. The Spa Concierge is responsible for retail and gift card sales, charging for services provided and for giving thorough tours with detailed information to all guests so they can benefit from all aspects of the spa offerings.

ESSENTIAL FUNCTIONS

• Schedules spa services using Spa Soft booking software and follows all procedures as outlined in the Spa Concierge training manual.
• Explain and promote all spa and fitness facilities, services and activities in a positive manner
• Follow all resort procedures as dictated by Rancho Valencia Spa and Rancho Valencia Resort and Spa.
• Detect and prevent any problems with spa scheduling. Review following day's appointment schedule.
• Confirm spa services for following business day with confirmation calls and/or email confirmations.
• Consistently check and follow up with email inquiries on Spa Reservations email
• Complete online, phone, or walk-in retail purchase orders via UPS or Fed Ex.
• Must be able to demonstrate initiative and make decisions in the best interest of our guests and overall operation
• Ensure consistent delivery of Forbes 5-star and Rancho Valencia standards at all times
• Proactively working to increase revenues and booking Spa potentials by increasing room utilization and shift coverage to maximize revenues per room
• Daily walk-through of the spa to ensure a clean, organized, safe, and well-maintained facility, paying special attention to cleanliness, service delivery, and member interaction
• Reconcile treatments, billing discrepancies, gift card inquires and purchases accurately and timely which occur during shift
• Follow-up with Director of the Spa and/or the Spa Manager on all comments, concerns and suggestions made by Rancho Valencia guests, members and staff members.
• Able to address complaints and resolve guest problems in the absence of the Director of the Spa and/or the Spa Manager.
• Supports all aspects of retail including guest assistance, product education, suggestive up-selling, monthly inventory, receiving, pricing and display of merchandise as needed.
• Continually strives to improve the procedures at the spa reception desk.
• Maintains helpful, cooperative relationships with co-workers.
• Maintains standards of excellence in a professional image and service.
• Monitors all front desk supplies and equipment and advises appropriate personnel if stock is low.
• Attend all spa meetings and training sessions as scheduled
• Able to work holidays, weekends, mornings and evenings as needed.
• Actively participates in safety programs and abides by all injury reporting and safety behavior requirements.
• Participates in and supports hotels efforts towards community service, sustainability and environmental initiatives
• Performs other duties as directed, developed or assigned

Requirements:

QUALIFICATIONS

• One to two years experience in a customer service-related field.
• High School Diploma or GED equivalent
• Intermediate level skills with Microsoft Office including Word and Excel.
• Excellent eye for detail, ability to multi-task and work in a fast-paced environment.
• Experience in retail preferred
• Able to work holidays, weekends, mornings and evenings as needed.
• Ability to communicate in English with vendors, guests and staff to their understanding

Essential:

• Maintain a professional appearance & demeanor
• Ability to maintain discretion and confidentiality of all guests and hotel information
• Good in math and able to process cash and bill for transactions.
• Able to make decisions and is solution oriented
• Strong client/guest service skills
• Excellent writing, speaking, and organizational skills
• Ability to remain calm under pressure.
• Ability to work as a team or work independently.

Desirable:

• Knowledge of Spa Soft
• Previous spa or hotel experience
• Previous experience in a 5-star environment

PHYSICAL DEMANDS

• Frequent or occasional need to perform the following physical activities: reaching, bending, pushing, pulling, twisting, lifting, and climbing. Have frequent need to perform standing and walking activities related to inspecting property.
• Constant need to perform the following physical activities: grasping, turning, finger dexterity.
• Frequently needs to stand for long periods of time.
• Lifting/carrying up to 10 lbs. frequently and 25 lbs. occasionally.
• Vision requirements: constant need to view small print. Frequent need to see small details and things clearly beyond arms' reach.
• Hearing requirements: constant need to speak on telephone and/or two-way radio, respond to general public and converse with staff. Ability to hear fire alarms and emergency equipment.

NOTE: A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform other job related duties assigned by their supervisor.