Spa Concierge

Job Details: Job Location: The Club at Ibis - West Palm Beach, FL, Salary Range: Undisclosed, Summary

Provides outstanding service to our members and their guests in a professional and courteous manner. All members and guests must feel as if they are greeted and treated as a VIP throughout their entire spa experience.

Essential Duties and Responsibilities

Arrives on time and completes shift with minimum disruption to the set schedule. Carries out opening and closing procedures for The Spa as outlined in the desk reference including inspection of all areas for cleanliness and appearance. 
Meets and greets all members and guests by name and offers additional accommodations, escorts and tours to those checking in for appointments. 
Answers the phone by using proper etiquette including identification and offer of assistance. Schedules all appointments efficiently and strives to maximize booking potential. Offers waitlist opportunities and timely schedules cancelations. Efficiently books and maintains proper records for standing appointments. 
Confirms all appointments by text or phone. Periodically checks texting program for responses and reschedules accordingly. 
Assists members and guests with product and service inquiries. Provides product and service knowledge of all retail lines and complete service menu. Communicates ability to special order from vendors and follows through to final sale.
Possesses knowledge of all spa programs in order to effectively promote events, services, and retail specials. Communicates promotional information to all members and pre-books and upgrades members over the phone or in person.
Notifies Spa Manager when spa products and supplies are needed. Assists in ordering as directed. Receives retail product into inventory and assists with monthly inventory count.
Efficiently checks out members; offers to pre-book or confirm next appointment, closes retail sales suggested by service providers and applies appropriate discounts, credits, commissions, etc.
Communicates to Spa Manager and/or utilizes Feedback Form for all member/guest complaints or dissatisfaction. 
Maintains order and upholds procedures in Spa Manager’s absence. 

Other Functions

Maintains a neat and orderly appearance of the Spa Concierge desk and reception area.
Enforces all club rules and regulations.  

Presents a professional and well groomed appearance. Company issued name tag and uniforms must be worn at all times. Uniform must be laundered and pressed.  
Maintains a constructive attitude and add toward a quality work environment.
Attends training classes and product learning sessions as requested.
Assists with opening and closing procedures. Inspects all rooms for cleanliness and appearance.
Assists with folding and stocking of all linens utilized throughout the spa.
Attends staff meetings as requested by Spa Manager. 
Retrieves messages from voice mail and forwards to appropriate personnel.
Receives, sorts, routes mail, and publications.
Manages lost and found program.
Ensures brochures and promotional flyers are replenished daily.
This position guide does not state or imply that the above are the only duties and responsibilities assigned to this position.  Employees holding this position will be required to perform any other job related duties as requested.

Supervisory Responsibility

This job has no supervisory responsibilities

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

Language Skills

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 employees of organization.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills

Basic Computer Skills, including MS Office.
Point of Sale software (JONAS preferred).
Appointment scheduling software.

Certificates, Licenses, Registrations

None Apply

Other Skills and Abilities

Must be knowledgeable of current services and products offered by the Spa. 

Other Qualifications

Must possess good communication skills and be friendly and upbeat.
Must be responsible and dependable.
Must be organized and possess good time management skills.

Physical Demands

The physical demands described here are representative of those that must be met by an employee 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 employee is regularly required to sit and talk or hear. The employee is frequently required to stand. The employee is occasionally required to walk; use hands to finger, handle, or feel; reach with hands and arms and taste or smell. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing 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 employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually very quiet.
Qualifications: