- Experience: (Type of work experience, min. number of years):
At least one year of experience working with a Point of Service (i.e. Book4Time or Spa Soft) and answering phones in a customer service environment. Minimum one year supervisory experience in a spa environment or at least 6 months experience in a bliss/Mandara/Elemis senior concierge role, if internal candidate.
Qualifications and Skills
Technical or Administrative Knowledge- Preferred experience working with a Point-of-Sale system (Book4Time spa operating system experience desirable) and answering phones in a customer service facing environment, retail a plus.
- Knowledge of basic accounting principles.
- Knowledge and ability to use basic Microsoft Office, computer literate with good typing skills.
- Excellent listening and verbal skills, and effective communicator.
- Able to operate basic business machines (i.e. calculator, fax, printer, copier).
Required Abilities- Ability to meet Bahamas Work Authorization Requirements
- Excellent client care, service excellence, and attention to detail.
- Due to the cyclical nature of the hospitality industry, employees are required to work varying schedules to reflect the business needs of the spa, including weekends.
Job Functions, Unique Duties and Responsibilities
Essential Functions include but are not limited to the following: |
Responsibilities and Duties- Perform MOD duties daily.
- Oversee opening and closing procedures, and all requisite cash handling procedures.
- Assist with handling payroll duties with accuracy adhering to timelines.
- Manage and motivate team to increase sales and ensure efficiency.
- Handle and resolve staff inquiries and concerns.
- Provide back-up support to Concierge team including coaching, guidance, and help in achieving success in their respective roles.
- Handle and create schedules for concierge and spa attendants.
- Ensure the concierge team is adhering to booking standards and aware of all current promotions.
- Participate in the success and communicate to all staff spa monthly marketing promotions, promote/sell new spa memberships, be knowledgeable and well versed in all hotel and spa packages.
- Participate in spa inventory.
- Track hourly sales to ensure the team is meeting its retail penetration goal.
- Ensure concierge team maintains data integrity by utilizing the correct skus, prices and discount in POS.
- Respond to customer satisfaction survey comments daily. Effectively handle and resolve guest issues and complaints.
- Research and solve customer billing inquiries.
- Responsible for front desk reception, assisting in the development of the highest service excellence to ensure spa is a market leader.
- Assign and delegate tasks to concierge and spa attendant teams including but not limited to processing check-in forms, performing walkthroughs, scheduling appointments, answer phones, offer refreshments to guest and managing housekeeping zones for cleanliness.
- Direct client flow at the front desk, check-in & check out guests. Responsible for escorting guests to their appropriate service area, locker room, massage area, nail studio, weight room, etc.
- Groups & Weddings: Send welcome letters to all incoming groups and weddings, schedule and confirm spa blocked appointments, greet incoming brides and or group coordinators, provide spa facility tours, prepare sales agreement and spa billing.
- Conduct quality control, monitor spa using a critical eye and ear to assure standards are met, including retail visual merchandising.
Behavioral Competencies:- Must possess a cooperative and positive attitude, exercising reason.
- Must be able to interact professionally and with sensitivity to the needs of the guests and co-workers.
- Always maintain a professional appearance.
- Demonstrate pleasant and appropriate phone and front facing client etiquette.
- High personal standards and values: self-motivated, team player, responsible, and dependable.
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