Spa Concierge - Benchmark (Hawaii)
Benchmark’s company culture is central to our management philosophy. The company’s stated purpose is “to provide an entrepreneurial environment where determined people dare to create, share, and build futures.
To be the “benchmark” by which all others are judged takes passion, courage, and dedication. We invite you to explore our extraordinary offering of unique opportunities, all with a common goal of providing an unforgettable journey.
Job Description Summary:
The concierge/reception is primarily responsible for answering phones, educating the guests on the spa process and services, scheduling spa appointments, selling retail merchandise, primary guest contact, ensuring overall guest satisfaction and processing all spa appointments, memberships and fitness classes.
Job Description:
BASIC FUNCTION: The concierge/reception is primarily responsible for answering phones, educating the guests on the spa process and services, scheduling spa appointments, selling retail merchandise, primary guest contact, ensuring overall guest satisfaction and processing all spa appointments, memberships and fitness classes.
QUALIFICATIONS: EDUCATION, KNOWLEDGE, TRAINING, & WORK EXPERIENCE
+ Prior guest service experience, preferably in a hotel or resort spa
+ High school diploma or equivalent
+ Able to work varied shifts, weekends and holidays.
+ Fluency in English both verbal and written.
+ Experience handling heavy volume of telephone calls
+ Strong analytical and problem solving skills
+ Proficient PC and software applications skills
ESSENTIAL FUNCTIONS:
+ Coordinate and manage all aspects of the client experience from booking appointments to closing sale.
+ Provide information to all guests regarding spa and salon services, activities and facilities as well as fitness center and fitness classes, membership and resort activities and facilities.
+ Promote retail sales by assisting guests with spa products in both the boutique and spa lobby.
+ Learn and maintain a proficient knowledge of SpaSoft, retail products and spa services.
+ Perform opening and closing duties.
+ Monitor retail items, notify management of diminishing stock, out of stock items or special order items. Follow proper cash handling procedures and secure issued bank accordingly.
+ Answer all calls within 3 rings in accordance with TB and Nalu brand standards.
+ Assist in the scheduling of groups. Maintain positive guest relations at all times, while anticipating their needs to provide a superior spa experience.
+ Maintain complete knowledge of and comply with all departmental policies, procedures and company standards.
+ On-time attendance is necessary, and uninterrupted work is expected. Report all items in need of repair to management team immediately.
+ Keep work area and surrounding spa areas clean and neat and in proper working order.
+ Ensure personal grooming is up to company standards, in full clean and pressed uniform with name tags.
+ Monitor schedule frequently to ensure you are aware of any changes or additions.
+ Cross train as attendant, see attendant job description for list of responsibilities.
MARGINAL FUNCTIONS:
Maintain the cleanliness of the Spa area as needed to include locker rooms and relaxation areas. Attend product knowledge training and departmental meetings as required. Keep current and up to date knowledge of changing trends and developments in the department. Assist with clean and dirty laundry bins when applicable. Will perform additional duties as requested by immediate superior.
Note: This job description in no way states or implies that these are the only duties to be performed by the team member occupying this position. Team members will be required to perform any other job related duties assigned to help all team members and contribute to the success of the Resort. This description is intended to indicate the typical kinds of tasks and levels of difficulty that are required of positions given this title. This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. It is not intended to limit or in any way modify the right of any supervisor to assign, direct and control the work of employees under his/her supervision.
EOE/M/F/D/V
BENCHMARK®, a global hospitality company, is a trailblazer in the development, management, marketing and owner‐advisory services of resorts, hotels, conference centers and exclusive private clubs. In addition to the company’ iconic Benchmark Resorts & Hotels portfolio, the Gemstone Collection is a distinctive luxury portfolio of independent hotels & resorts in highly preferred destinations.
BENCHMARK’S distinguished and proven reputation is deeply‐rooted in core values that are focused and aligned with exceeding ownership and stakeholder performance expectations. The combined portfolios feature nearly 70 unique and distinctive properties domestically and internationally. The company leadership and valued employees are passionately committed to delivering the industry’ most authentic, enchanted, soulful, vibrant, unrivaled and memory‐making experience.
BENCHMARK’S progressive “Be The Difference” culture and values are a cornerstone to the company’s nearly 40 years of extraordinary achievement and prosperity. Many properties have been recognized with the Benchmark Conference Centers® mark of meeting excellence. www.benchmarkglobalhospitality.com
