JOB PURPOSE:
Meet, Greet and check in guests, including members, with a friendly and professional image. Provide prompt and courteous service, and close out guest accounts upon completion of services to meet brand standards of quality. Provides full tours of the facilities, including locker rooms, hot tub, pool, lounges, and outdoor spaces.
SUPERVISES THE FOLLOWING POSITIONS:
None
ESSENTIAL JOB FUNCTIONS:
Comply with HEI Hotels & Resort’s Company Standards of Service.
Attend Orientation and complete required training modules in the first 30 days of employment.
Complete any other departmental or Human Resources training programs as directed.
Maintain professional dress and conduct at all times
Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information.
Complete the check in process by inputting and retrieving information from a computer system, including type and length of treatment. Promote brand marketing programs. Make appropriate selection of treatments based on guest needs.
Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers’ checks, and other forms of payment. Post charges to guest rooms and house accounts using the computer.
Promptly answer the telephone using positive and clear communication. Retrieve messages and communicate the content to the guest. Retrieve mail from mailbox.
Close guest accounts at time of check out and ensure satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems. Remain calm and alert especially during emergency situations and heavy activity. Plan and implement detailed steps by using experienced judgment and discretion.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
Comply with attendance rules and be available to work on a regular basis.
Ability to establish and maintain effective working relationships with associates, customers and patrons.
Answer inquiries, offer suggestions, and provide descriptive information pertaining to the spa and resort.
Ability to manage stressful situations, work long and varied hours as business conditions demand.
Develop and maintain productive interpersonal relationships and the ability to relate well with a wide variety of individuals many of who will require patience and tolerance.
Organize oneself, one’s work and the efforts of other and be attentive to detail
Must be able to work flexible work hours/schedule based on business demands.
Assist with monthly inventories and fill out supply list in a timely manner.
Responsible for daily inventories at the robe and key desk including but not limited to slippers, robes and daily supplies
Greet guests immediately with a friendly, sincere welcome. Maintain eye contact with guest. Use a positive, clear speaking voice, listen to guest requests and respond with appropriate action.
Adhere to the policies and procedures of the Spa Department.
Maintain the Housekeeping standard.
Clean slippers and forward soiled robes to laundry and occasionally process soiled laundry
Providing all guests with friendly service and in a timely manner.
Reading, understanding and abiding by the Ridgewood Employee Handbook, Château Élan Hotels & Resort policies and department procedures.
Assisting colleagues when own workstation is completed.
Demonstrates a good understanding of various departments within the Spa. Should also be familiar with the various services and facilities available to the guests of Spa and the hours of operation.
Ensure that a high level of sanitation and cleanliness is maintained before, during and after each shift.
Performs other duties and responsibilities as assigned
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be a good communicator, able to handle multiple tasks and maintain acceptable work performance under stress.
EDUCATION/EXPERIENCE:
High school diploma or general education degree or equivalent combination of education and experience required.
CERTIFICATES AND/OR LICENSES:
None
COMPUTER SKILLS:
Microsoft Word, Microsoft Excel, Spreadsheets, E-mail. Ability to access and accurately input information using a moderately complex computer system.
LANGUAGE ABILITY:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or associates of the organization.
MATH ABILITY:
Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
REASONING ABILITY:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work is performed mostly indoors in a climate-controlled environment. However, some outdoor work is required.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job the associate is regularly required to use hands and fingers to handle or feel items. They are also required to talk or hear. The associate is constantly required to stand on their feet for long periods of time. The associate is constantly required to plan, hear, speak, listen, follow directions, attention to/observe/pay attention to details and make decisions. The associate is constantly required to stand, walk up to several blocks at a time, balance, climb, twist, manual dexterity, wrist motion, bend/stoop, and reach. The associate is occasionally required to lift up to 10 pounds; up to 25 pounds; and may be required to carry the weight for short distances. The vision requirements include: close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.