Guest Service Ambassador

The Guest Service Ambassador (GSA) is responsible for welcoming guests and providing comprehensive and professional guidance on all spa services, treatments, packages, and retail products to create a seamless luxury spa experience. The GSA is responsible for scheduling and booking of appointments by phone and in person, as well as retail sales, payment processing and checking in and checking out of all guests in a professional manner. Also exceeds expectations by assisting guests throughout their spa visit and maintaining a clean facility environment, including the spa, locker rooms, and reception area. Effectively communicates with guests to understand their needs and areas of concern, while maintaining a high level of customer service standards.

Essential Duties and Responsibilities:

Interact cooperatively and professionally with guests and spa team, demonstrating respect, sensitivity, and attentiveness, following all company guidelines. Greet guests warmly, providing tours of the facility and informing guests of available amenities, using professional verbiage and etiquette. Responsible for booking and confirming all spa and salon appointments accurately and professionally, based on guest preferences. Provide guests with thorough descriptions and guidance on all spa services, treatments and retail products and spa amenities. Manage guest check-in and checkout processes, ensuring accuracy and guest confidentiality. Promote, sell, and up-sell spa services, packages, and retail products to guests. Responsible for all aspects of cleaning the spa facility, lounges, and retail area throughout the day, including, but not limited to: o Thoroughly clean sinks, toilets, urinals, mirrors, glass, countertops, walls, vents, windowsills, equipment and floors throughout the spa/fitness center. o Pick-up and return loose equipment to designated area throughout the day. o Mop, scrub, wax, shampoo and spot clean carpeting and floors. o Empty trashcans and dispose bulk garbage in designated bins throughout the day. o Clean and maintain all fixtures, woodwork, walls, and windows, as well as additional parking lot cleanup, as needed. o Vacuum throughout the day, moving furniture and equipment, as needed. o Dispose of all soiled laundry in designated bins throughout the day. o Ensure all fixtures and equipment are in working order, reporting any deficiencies. Communicate guest complaints or any maintenance issues to Spa Management. Comply with and maintain safety, sanitation, and disinfection standards, properly cleaning and sanitizing products, rooms, tools and equipment, following TRILOGY and State Governing Boards requirements and guidelines. Daily set up of food and beverage stations, replenishing and maintaining Spa pantry and snack display, as needed. Manage inventory and stocking of all spa lockers, including linens, robes, and locker room amenities. Provide customer service to guests, including information about hotel services, activities, and directing guests to other areas of the hotel. Complete all necessary opening and closing duties. Perform other duties as assigned. Attend mandatory vendor and company training sessions, as scheduled by Spa Management.

Competencies:

Customer Service

• Refers to the ability to satisfy the expectations and requirements of customers. Displays courtesy and sensitivity and responds promptly to service requests. Identifies customer needs and explains services clearly. Handles difficult situations. Job Knowledge
• Job Knowledge refers to the amount of relevant knowledge and skill an employee has. Includes awareness and possession or mastery of special facts, practices, manual skills and techniques and decision-making methods. Communication
• Communication refers to the ability to inform orally and in writing, with clarity and good effect. It means to understand clearly and quickly when instructions or orders are received. It means judgment about what information is important and what is not, and what should be communicated, how, to whom and when. Organizing
• Can marshal resources (people, funding, material, support) to get things done. Can orchestrate multiple activities at once to accomplish a goal. Uses resources effectively and efficiently. Arranges information and files in a useful manner. Work Quality
• Work quality refers to the effort that consistently achieves desired outcomes with a minimum of avoidable errors and problems.

Experience and Requirements:

Must have a High School diploma or equivalent, or any other combination of education, training and experience that provides the required knowledge, skills and capabilities. At least 1-3 years' experience in customer service, spa, hospitality, sales and/or retail. At least 1 year of luxury retail sales experience. Ability to learn, maintain knowledge of, and explain all spa and salon treatments and product benefits to guests. Must be sales-driven, and have a customer service-oriented personality, as position requires making spa/product recommendations and selling of products and services. Must be polished, professional, and have a strong command of both written and verbal English. Must possess excellent communication skills and phone etiquette. Must be organized, proactive, and possess a strong attention to detail. Basic computer software skills, including Microsoft Office. Previous experience with Maestro, Booker, Book4Time, Spa Soft preferred.

Physical Demands:

While performing the duties of this job, the individual must be able to remain in a stationary position for 90 percent of the time while operating their computer and performing office work. The individual needs to occasionally move about inside the office. They constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, fax machine, and computer printer. They must be able to exchange accurate information with guests and others in the office while interacting. The employee must regularly lift and /or move up to 30 pounds. The individual must be capable of reviewing their work for errors and make adjustments as necessary.

Work Environment:

While performing the duties of this Job, the noise level in the work environment is usually low to moderate. The individual frequently works in a controlled climate and may be exposed to chemicals.

Pay:

$16 hour 2% Service Charge 10% Retail Commission