POSITION PURPOSE
To communicate with clients and assist them with choosing and scheduling spa treatments. Close all service and retail transactions properly and maintain a clean and beautiful spa boutique and facility.
ESSENTIAL FUNCTIONS
- Provide stellar customer service in a fast paced environment.
- Manage a three-line phone system using exceptional phone etiquette.
- Assist clients with retail purchases and make spa sales recommendations.
- Handle cash, check, room charge and credit card transactions accurately using Spa Soft software and a basic cash register.
- Accurately schedule spa service appointments using Millennium software.
- Accurately enter client data using Millennium software.
- Responsible for the opening and closing operations for the front desk area and the spa facility.
- Manage the daily flow of clients in the spa - be aware of who is in the spa at all times, what services they are scheduled for and that we are all meeting client expectations.
- Diffuse unexpected situations or problems pertaining to scheduling errors, cancelled appointments and equipment malfunctions.
- Handle customer complaints with care and consideration and provide an appropriate remedy for each situation as needed.
- Assist the spa supervisor and spa director with general administrative tasks.
- Maintain the cleanliness and order of the front desk, spa boutique, locker rooms and guest relaxation rooms.
- Prepare written correspondence through word processing and email formats with guests and for internal communications.
- Restock and count physical inventories for the spa boutique.
- Communicate and interact with all levels of staff.
- Moderate use of Microsoft Outlook, Excel and Word programs.
- Heavy use of Millennium spa management software.
- Coordinate daily operations with other concierge staff and spa departments.
- Coordinate and schedule repair and maintenance services and communicate with vendors as needed, with the approval of the spa director.
Other:
Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.
Upon employment, all employees are required to fully comply with Westin/Sheraton Carlsbad Resort & Spa rules and regulations for the safe and effective operation of the hotel’s facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.
SUPPORTIVE FUNCTIONS
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:
- May be required to work any of the positions in the laundry.
- Perform cleaning tasks using standard hotel cleaning products as assigned.
SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:
- Must be able to work a flexible schedule that includes availability for weekend and closing shifts (a typical closing shift ends between 6:30pm – 8:30pm.)
- Must be available to work a schedule that ranges from 15 hours to 29 hours per week.
- Must be available to work busy holidays.
- Must be reliable and have a positive attitude.
- Must be available to attend monthly staff meetings.
- Must not have any visible tattoos, face and/or body piercings while at work.
Physical Demands
- Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems; however, must be able to work in extreme temperatures like laundry rooms (+110°F), possibly for one hour or more.
- Must be able to stand and exert well-paced mobility for up to 4 hours in length.
- Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
- Must be able to exert well-paced ability in limited space and to reach other locations of the hotel on a timely basis.
- Must be able to bend, stoop, squat and stretch to fulfill cleaning tasks.
- Must be able to lift up to 40 lbs. on a regular and continuing basis.
- Must be able to push and pull carts and equipment weighing up to 250 lbs. frequently.
- The worker is subject to hazards: Includes a variety of physical conditions, such as proximity to moving mechanical parts, electrical current, working on scaffolding and high places, exposure to high heat exposure to chemicals.
- Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
- Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
- Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
- Requires manual dexterity to use and operate all necessary equipment.
- Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment
Qualifications
QUALIFICATION STANDARDS
Education
- High school or equivalent education required.
Experience
- 1-2 years in a customer contact position required.
- Prior receptionist or coordinator experience preferred in a hotel, spa, fitness or related environment.
Licenses or Certificates
Not Applicable.
Grooming
All employees must maintain a neat, clean and well-groomed appearance per Westin/Sheraton Carlsbad’s standards.
Attendance:
Regular attendance in conformance with the standards, which may be established by Westin/Sheraton Carlsbad Resort & Spa from time to time, is essential to the successful performance of this position. Employees with irregular attendance / tardies will be subject to disciplinary action, up to and including termination of employment. Upon employment, all employees are required to fully comply with Westin/Sheraton Carlsbad Resort & Spa rules and regulations will be subject to disciplinary action, up to and including termination of employment.
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.
Ownership:
This job opportunity for employment is being made available by Grand Pacific Hotel Services, L.P., the owner and the employer of all associates working at Westin/Sheraton Carlsbad Resort & Spa. Marriott International is not the owner or operator of Westin/Sheraton Carlsbad Resort & Spa. Marriott International is not the direct or indirect employer or joint employer of any associates working at Westin/Sheraton Carlsbad Resort & Spa. Marriott International does not control, govern or regulate any aspect of recruitment or employment at Westin/Sheraton Carlsbad Resort & Spa. Marriott International is not responsible for any aspect of your application, candidacy, or employment at the resort, nor shall Marriott International be liable for the data collection, use and privacy practices of the Westin/Sheraton Carlsbad Resort & Spa’s owner or operator.