Mill Falls at the Lake - Receptionist - Marshall Hotels and Resorts : Job Details

The Company operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting and ending times, and hours worked in a week. The Spa Receptionist uses excellent communication skills to ensure that each guest leaves delighted. Resolves problems and matches clients with the perfect treatment, provider, and product for their needs. Understands treatments and the reservation software to ensure the facility is in top-notch condition for each client. Supports providers while maintaining boundaries. Provides information on specific and trending concerns to the Spa Director or Supervisor. Handles urgent situations with calm and grace. Complies with all guest service basics, such as uniforms, name tags, and proper guest greetings. Knowledgeable about hotel facilities and services to assist guests as appropriate. Ensures all communication containing Company, hotel, brand, and guest information is consistent with privacy policies, practices, and regulations. Strive to exceed guest expectations with quality and timely service in a pleasant and friendly manner.

Essential Duties & Responsibilities:

Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

• Ensures providers and clients start on time and calls in providers according to guidelines.
• Schedules clients warmly and effectively and communicates through all channels promptly and professionally.
• Facilitates top-notch treatments by maintaining supplies in good working order and assisting providers as needed.
• Makes frequent walk-throughs of the spa and addresses all concerns immediately.
• Maintains a high level of expertise about all treatments, products, software, and provider specialties.
• Handles financial transactions accurately and promptly. Opens and/or closes the spa and balances the cash drawer.
• Checks clients in and out promptly, rebooking sessions and recommending home-care products to enhance their experience.
• Responsible for common areas, checks rooms and assists providers in completing turns.

Skills Required:

The Company may consider an equivalent combination of acceptable education and experience, providing the knowledge, skills, and abilities cited below.

Education and Experience:

High school education or equivalent experience. Guest service, basic accounting, and familiarity with hospitality industry practices are preferred.

Skills and Abilities:

The Spa Front Desk Associate holds a pivotal position in setting the tone for the spa, scheduling sessions quickly and effectively and ensuring that the facility is spotless and in top-notch condition for each client. Books and re-books clients, maintains common areas, assists providers as needed. Opens and/or closes the spa.

Maintains grace under pressure to provide a sense of calm and competency while responding quickly and directly to emerging issues. Consistent professional attitude and behavior with effective listening and communication skills. Ability to work in a fast-paced environment, sometimes under pressure, while remaining flexible and efficient.

Working Conditions & Physical Effort:

Work is normally performed in an interior hotel environment. While performing job duties, the associate speaks, listens, completes documents, processes requests, and operates office equipment such as a telephone, calculator, computer, copier, and fax. Physical requirements include extended periods of standing and/or walking, bending, reaching, pulling, pushing, kneeling, and lifting up to 50 pounds. The job requires close vision with or without corrective lenses. This position may be required to operate a motor vehicle.

Expected Conduct:

• Always maintain professional behavior.
• Be knowledgeable of, practice, and reinforce good business practices relating to harassment, discrimination, and hostile environments in the workplace.
• Remain compliant with company policies and practices outlined in the TPG & Mill Falls Handbooks.
• Maintain composure during stressful situations.
• Follow work schedule, arriving and departing on time and being flexible. Adhere to work schedule and notify necessary personnel of schedule changes.
• Always present a positive attitude towards guests and fellow co-workers.