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About the Role
The Spa Experience Expert is responsible for providing exceptional guest service, managing reservations, and ensuring a seamless spa experience. This role involves direct guest interaction, administrative tasks, and maintaining the cleanliness and organization of spa facilities.
Responsibilities
- Speak with others using clear and professional language.
- Answer telephones using appropriate etiquette.
- Develop and maintain positive working relationships.
- Comply with quality assurance expectations according to The Lake House and Preferred Hotels Standards.
- Stand, sit, or walk for an extended period of time.
- Schedule treatments for individuals and large groups using spa/salon reservations software.
- Call guests to confirm scheduled services.
- Answer questions about available services with product and menu knowledge.
- Update the reservations/cancellations list and inform providers of changes.
- Resolve scheduling issues as needed.
- Recommend and sell retail products.
- Organize and stock inventory.
- Check in guests for appointments and provide general spa orientation.
- Promote and sell spa/salon services.
- Obtain assigned bank and ensure accuracy of contracted monies.
- Process guest payments for spa/salon services.
- Obtain payment authorization as needed.
- Accept and log cash tips for employees.
- Balance, scan, and drop receipts with Accounting.
- Notify Engineering of maintenance and repair needs.
- Follow all company policies and procedures.
- Ensure uniform and personal appearance are clean and professional.
- Maintain confidentiality of proprietary information.
- Protect company assets.
- Welcome and acknowledge all guests according to company standards.
- Anticipate and address guests’ service needs.
- Assist individuals with disabilities.
- Thank guests with genuine appreciation.
- Provide general spa orientation and tours to guests.
- Offer guests amenities such as water, juice, or heated neck pillows.
- Attend sauna garden and maintain saunas.
- Answer questions about general property information and amenities.
- Escort guests to and from lounges and treatment rooms.
- Check computer for updates and changes to schedule regularly.
- Maintain cleanliness of workstation, treatment rooms, spa/salon locker room, and lounge areas.
- Dispose of trash and dirty linens in the proper area.
- Secure supplies and equipment at the end of each shift.
- Stock towels, linens, supplies, and amenities.
- Report accidents, injuries, and unsafe work conditions to manager.
- Complete safety training and certifications.
- Reach, bend, twist, pull, and stoop.
- Move, lift, or carry objects weighing less than or equal to 50 pounds.
- Perform other reasonable job duties as requested by Supervisors.
Requirements
- Must have clear and professional language skills.
- Must be able to develop and maintain positive working relationships.
- Must comply with quality assurance expectations.
- Must be able to stand, sit, or walk for an extended period of time.
- Must be able to obtain assigned bank and ensure accuracy of contracted monies.
- Must be able to process guest payments and obtain payment authorization.
- Must be able to balance, scan, and drop receipts with Accounting.
- Must be able to notify Engineering of maintenance and repair needs.
- Must follow all company policies and procedures.
- Must ensure uniform and personal appearance are clean and professional.
- Must maintain confidentiality of proprietary information.
- Must protect company assets.
- Must be able to anticipate and address guests’ service needs.
- Must be able to assist individuals with disabilities.
- Must be able to reach, bend, twist, pull, and stoop.
- Must be able to move, lift, or carry objects weighing less than or equal to 50 pounds.
Skills
- Customer service
- Reservations software
- Product knowledge
- Menu knowledge
- Sales
- Inventory management
- Cash handling
- Payment processing
- Communication skills
- Interpersonal skills
Location
- The Lake House
Work Type
- Full Time
- Part Time
Benefits
- Paid Time Off
- Medical Benefits
- Dental Benefits
- Vision Benefits
- Optional benefits
- 401k with up to 4% Employer Match
- Membership Discounts to the Sands Family YMCA
- FREE Lunch and/or Dinner during your shift
- Rooms, Food & Bev, and Spa Discounts at The Lake House
- Many Employee Discounts at The Lake House and through LifeMart
- Company sponsored Community Service and Wellness Events
About the Company
- Employment at The Lake House offers a beautiful place to work in a fun, team-oriented, professional setting!
Equal Opportunity
- The Lake House believes in equal opportunity for all and is committed to ensuring all individuals have an opportunity to apply for those positions that they are interested in and qualify for without regard to race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.