Spa Front Desk Agent

• Base Pay $16.00 / Hour
• Employee Type Full-Time Non-Exempt

The front desk agent at the Spa 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. They are 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.

• 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:
• Thoroughly clean sinks, toilets, urinals, mirrors, glass, countertops, walls, vents, windowsills, equipment and floors throughout the spa/fitness center.
• Pick-up and return loose equipment to designated area throughout the day.
• Mop, scrub, wax, shampoo and spot clean carpeting and floors.
• Empty trashcans and dispose bulk garbage in designated bins throughout the day.
• 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.
• 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.

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 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.