Lead Spa Experience Coordinator
Lead Spa Experience Coordinator
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Salary Not Disclosed
1 Vacancy
Job Description
You represent Fairmont Century Plaza with enthusiasm and pride providing exceptional service and attention for each guest you encounter. You are energetic and confident and will encourage your teammates to achieve and be positive while being entrusted with the responsibility of ensuring the best possible experience for your guests at all times in a friendly courteous helpful timely and professional manner.
The Lead Spa Experience Coordinator is responsible for ensuring the seamless daily operations of the spas front desk and reservation systems while providing guidance and support to the Spa Experience Coordinators. This role also includes leading by example to deliver exceptional service to all guests maintaining operational standards and collaborating with the Spa Management team to optimize efficiency and guest satisfaction.
What you will be doing:
- Consistently offer professional friendly and engaging service.
- Act as the primary point of contact for Spa Experience Coordinators during shifts addressing questions and providing solutions to operational challenges.
- Assist in scheduling and managing the daytoday activities of the Spa Experience team ensuring adequate coverage.
- Serve as the main liaison between Spa Management and Experience Coordinators relaying updates policy changes or process improvements.
- Train mentor and onboard new team members fostering a culture of excellence and teamwork.
- Maintain complete confidentiality in all guest matters in accordance with company policy.
- Be on time for shift and maintain consistent regular attendance record.
- Prepare yourself for each shift with proper sleep uniform grooming standards snacks or meals for breaks to get you through your shift etc.
- Wear a smile (when appropriate) while interacting with all guests in person or on a telephone call with them.
- Attend departmental meetings and trainings as scheduled.
- Follow and adhere to all policies and standards memos and posted information.
- Clock in and out accurately and follow breaktime/lunch guidelines.
- Greet guests as they enter any area of the spa and fitness center if you are there.
- Efficiently process all telephone inquiries and spa/fitness reservation/activity scheduling from future local and inhouse guests.
- Reserve and confirm spa appointments for future and inhouse guests and members.
- Work efficiently in Book4time (booking/management software) in all capacities especially while scheduling modifying or canceling Spa and Fitness reservations and services.
- Work in Book4time and Opera software assisting guests and colleagues while problem solving and assist with day to day of the Bathhouse operations.
- Assist with the checking in/out of all spa guests and making sure that the appropriate amenities are issued and escort guests to the locker room while providing an overview of the Spa facility.
- Obtain correct billing information for each guest at time of checkin and ensure that billing is efficiently processed/posted throughout the day.
- Assist/resolve guest billing disputes.
- Provide thorough and complete information on all the services offered in the brochure as well as reconfirming all the sales made or events booked in detail.
- Offer additional spa and fitness bookings as well as itinerary assistance for all spa and hotel guests.
- Assist with the daily spa rituals as needed.
- Assist with incoming questions and coordinate spa programs as requested.
- Provide general departmental assistance special projects group Spa reservations etc.
- Maintain professional and caring manner with all guests especially focusing on recovery and special need guests.
- Communicate all guest needs and concerns to the appropriate Spa Manager or the Manager on Duty.
- Respond quickly to guest requests or complaints and see that appropriate action is taken.
- Follow up to ensure guest satisfaction.
- Review information log/file for information keep desk clean tidy and free of obstructions.
- Secure cash bank maintaining accurate cash accounting information/records balancing cash bank and list contents on the Cash Activity Sheet on a daily basis
- Provide Night Audit with accurate daily accounting records and information.
- Provide locker room tours and explain the wet amenities.
- Assist is keeping the wet amenities and lounge area neat and tidy and free from hazards.
- Ensure that all guest literature is sufficiently displayed and stocked.
- Check in with any guest waiting for treatments at 5 minutes after the hour and half an hour.
- Notify maintenance when equipment breaks or malfunctions.
- Report any accidents or guest incidents to the Manager on Duty.
- Properly open and close spa each day according to Standard Operating Procedures.
- Utilize spa computers with skill and proficiency; document guest information in electronic record as directed.
- Actively promote the spa treatments services sessions and retail as well as programs promotions and/or discounts available.
- Maintain eye contact when addressing external and internal guests; develop professional and personalized relationship with regular guests.
- Ensure adequate stock of supplies and equipment; inform management when stock is low.
- Ensure retail space is regularly cleaned organized and stocked; inform management when stock is low.
- Ability to inform guest and sell any retail that is in retail space. Maintain general knowledge of hotel retail.
- Assist with monthly inventory as needed which may include (stocking counting and cleaning retail shelves.)
- Must be able to work without constant direct supervision and remain at assigned post for extended periods of time.
- Ability to perform the duties of the Spa Attendant and Spa Reservations as needed.
- Ability to be flexible in the needs of the spa operation and work to complete the team as needed.
- Assist in maintaining and distributing information in the daily communication log and other details provided by spa or hotel leadership.
- Assist the spa management team in any other tasks as needed and deemed appropriate.
- Other duties as assigned.
What is in it for you:
- Discounted hotel rooms and food & beverage rates to employees at our sister properties around the globe.
- We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential
- Opportunity to develop your talent and grow within your property and across the world!
- Ability to make a difference through our Corporate Social Responsibility activities like Planet 21 and WATCH
- Hourly Rate: $30.45
Qualifications :
Your experience and skills include:
- High School Diploma or equivalent
- Experience with working with a diverse guest population
- Either Spa or Hotel experience
- Basic computer skills
- Cash handling experience
- Fluent spoken and written English
- Ability to follow instruction provide support to the Spa Attendants and work independently without supervision.
- Adaptability adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change delays or unexpected events.
- 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.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
