Spa Concierge

GENERAL SUMMARY

The Spa Concierge is responsible for greeting guests; maintaining bookings and processing cancellations; handling transactions and operating register; assisting guests with inquiries; and maintaining facilities cleanliness.

CORE SCOPE OF POSITION

• Ensures the Viejas guest service experience for guests by maintaining the standards at all times.
• Adheres to company and departmental policies and standard operating procedures, and applicable governmental laws and regulations.
• Becomes knowledgeable about the facility and its amenities in order to effectively communicate with guests.
• Submits all paperwork and financial reporting, when applicable, in accordance with Viejas policy.
• Follows all standard operating procedures that apply to the front desk and customer service.
• Enrolls guests in spa programs. Makes reservations for events, classes and services, as applicable.
• Receives payments for goods and services. Properly accounts for the money. Reconciles daily sales, deposits, and receipts. Processes gift certificates and hotel charges, as applicable.
• Greets each and every guest with a smile and direct eye contact.
• Informs spa management of any guest or facility issues, incidents, and/or accidents.
• Offers to make reservations, find directions, look up phone numbers, etc. for guests.
• Checks equipment, locker rooms, gift shop stocks, inventory, etc. periodically throughout shift.
• Ensures there is proper staff coverage when necessary to leave the area.
• Informs spa team members of pertinent information at the end of the shift. Maintains and updates staff communication book.
• Keeps area clear of clutter and personal effects.
• Ensures that a clean, safe, hazard-free work environment is maintained.
• Adheres to all company and department policies, procedures, and standard operating guidelines.
• Performs other duties as assigned.

STYLE SERVICE COMMITTMENT

All Team Members commit to delivering Viejas STYLE Service, our own unique delivery of hospitality service that creates an experience our Guests never want to leave. As a Viejas Team Member, your commitment to and upholding of --- these standards is important and necessary to ensure Viejas is a place our Guests and Team Members enjoy as a place to stay, play, dine and work!

INTERACTION

• Interacts with internal and external guests with a positive attitude and professionalism at all times.

SUPERVISION

• Does not provide supervisions to others.

KNOWLEDGE AND SKILLS

• Proficient in appropriate computer skills and office equipment.
• Excellent oral communication skills. Must be able to write legibly and clearly to convey information.
• Ability to explain various treatments/services to guests.
• Efficient, well organized and able to handle a variety of duties simultaneously.
• Energetic, enthusiastic and motivational.
• Professional manner, discretion, and appearance.
• Strong team player.
• Must be able to keep calm and composed while under pressure.
• Must be flexible to work different shifts, evenings, and holidays.