SUMMARY Responsible for understanding and communicating knowledge of all services and products provided by Spa Grand Traverse, as well as greeting and assisting all spa guests with the utmost professionalism. Assists guests with booking appointments, and with checking in and out of the spa during their visit. Helps keep the spa clean and organized at all times. Provides guests with memorable and exceptional spa experiences, and ensures that necessary par levels are maintained in all areas of spa inventories. This position will ensure that all GTRS policies and procedures are followed and provide our guests with memorable and exceptional spa experiences.
ESSENTIAL DUTIES AND RESPONSIBILITIES • Schedule appointments and maintain and update appointment calendars • Meet, greet and serve spa guests both on the phone and in person, ensuring a seamless check in and check out experience for all spa guests and members • Handle cash transactions and maintain a cash bank at appropriate balance • Listen attentively to gather accurate information and use that information to enhance customer satisfaction • Must be able to assist in all areas of the spa when needed • Inventory supplies as needed • Order and deliver alcohol beverages per guest requests • Educate the guest in the area of health enhancement and wellness and sell related retail products • Recommend appropriate products or services according to guests need • Be knowledgeable and up to date on current service offerings, promotions, and/or policies • Cover all hours determined by schedule • Maintain cleanliness of the Spa and stocking as needed or directed including any occupied workspace • Relay guest concerns to management or appropriate administrator • Maintain a thorough knowledge of all applicable job practices • Keep up to date on department correspondence which include newsletters, emails, memos and/or texts • Attend mandatory meetings and/or trainings determined by management • Display confidence and professionalism at all times • Good rapport with fellow employees and reflect positive attitude • Maintain open line of communication with supervisor • Maintain superior working relations with internal and external customers while providing a memorable experience • Ensure personal accountability for all work duties, assignments, and performance expectations • Lead by example by displaying a readiness to respond positively to instruction and procedures • Provide and receive feedback in a positive manner, earning respect from others by consistently displaying a positive attitude and behaviors • Ensure work is completed in a safe manner, conscious of standard operating procedures, and use of personal protective equipment • Adhere to uniform and personal appearance standards set forth by the Employee Handbook • Exemplify and model GTRS Core Values • Adhere to and ensure employee accountability for GTRS policies, procedures, and standards • Comply with all workplace health and safety operating and reporting procedures including OSHA and MIOSHA • All other duties as assigned
EDUCATION/EXPERIENCE • 18 years of age and have a High School diploma or GED • Experience working with service booking software, multi-level phones, and Microsoft operating systems • 2 years of previous spa or administrative experience preferred • Experience in the Hospitality industry preferred • Experience handling money and cash/credit transactions
OTHER SKILLS AND ABILITIES • Excellent phone skills and use of multi-line phone • Ability to multi-task and operate in high pressure situations • Provide and receive feedback in a positive manner, earning respect from others by consistently displaying a positive attitude and behaviors • Team oriented with strong interpersonal skills, able to motivate others through work habits and set a good example • Possess effective time management skills when completing assigned tasks • Ability to identify complex problems, evaluate options, and implement solutions • Possess excellent customer service and communication skills, both written and verbal; communicating information and ideas in speaking so that others will understand • Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals • Motivated with a positive attitude and perform effectively under high pressure/volume
TYPICAL PHYSICAL & MENTAL DEMANDS • Must possess the ability to interact with different types of personalities on a daily basis while displaying a calm and professional demeanor • Ability to stand at a desk for long periods of time while handling administrative duties • Ability to quickly move arms, hands, and fingers to grasp; manipulate and assemble objects, walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, crawl, or stand for long periods of time • Capable of lifting up to 10 to 30lbs regularly and up to 50lbs occasionally • Ability to comprehend and follow directions • Effectively handle stressful and difficult situations/interactions while remaining focused and professional • Ability to see objects at close range and at a distance • Perform complex or varied tasks under deadlines and tight schedules • Ability to work productively under strict time restraints with variable deadlines; last minute requests and changes will occur at any time • Ability to maintain eye contact and engage with internal and external guests in a courteous and professional manner
WORKING CONDITIONS • Low to moderate noise level • Ability to work in a fast-paced environment in a safe and productive manner • Practice safety policies, procedures, and standards set by OSHA and/or MIOSHA • Employee parking proximity to resort entrance varies season to season due to business volume • Flexible schedule, at times may need to be willing to adjust and work evenings, weekends, and an occasional holiday
Native American Preference will apply. Must be able to pass a background investigation and drug screen as a condition of employment. This job description is not intended to be all-inclusive. An employee will also perform other reasonable related job responsibilities as assigned by their supervisor and/or other management of the Resort to meet the current needs of the department or business.
