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Reporting to the Spa Concierge Supervisor, the Spa Concierge Specialist is an outgoing, motivated individual capable of adapting to change in a fast past service driven environment. This position demonstrates passion for people; encouraging and inspiring guests to elevate their health and beauty, while creating a memorable Best in Class experiences. The Spa Concierge Specialist is responsible for providing Best in Class in-person and phone contact service with guests at the Spa’s front desk and retail boutique. Working in a merchandise-selling environment, responsibilities of the Spa Concierge Specialist also includes operational retail and service excellence, and meeting or exceeding Department financial goals. The Spa Concierge Specialist is also responsible for providing a clean and safe environment for all patrons, team members and vendors, while safeguarding enterprise assets and guaranteeing departmental integrity.
Essential Duties & Responsibilities
1. Initiates and connects in-person and by phone contact with guests to ensure all reservations for Spa service, pool rentals, day pass, and special events are executed with highest level of guest service; with a sense of urgency with each guest. Assists guests with booking changes, and inquiries regarding reservations. Conducts guest database profile research to identify special requests and guide guest to appropriate Therapist or service to meet their needs. Manages VIP arrivals; communicates to designated personnel for escort and delivery of amenities. Communicates effectively to guests in a high volume call setting. Suggests promotions and special event participation pertaining to guest’s specific Casino offers as well as Spa specialty promotions. Ensures guest database information is updated and accurate at all times; verifies addresses, phone numbers, email and preferences.
2. Responsible for Point of Sales transactions and confirms accuracy of all Point of Sales activities while properly handling multiple forms of tender. Responsible to close out Point of Sale at end of each shift. Communicates variance issues and submits discrepancies to Accounting in designated period.
3. Assists Spa Concierge team to achieve financial goals and KPI’s. Models Best in Class standards at highest level and works alongside Spa and Retail front desk teams while delivering operational excellence. Assists with visual merchandising and must be well versed in different services offered at Spa facility to be able to provide accurate information to guests.
4. Models and improves store operations to optimize productivity and ensures compliance with all policies and procedures, visual merchandising standards and product flow efficiency to create elevated guest experiences.
5. Assists with maintaining cleanliness, health and safety of all Spa facilities, front desk, retail, fitness area and dispensary for professional Spa products.
6. Champions and manages strong loyalty wellness membership program.
7. Performs other duties as assigned to support efficient operation of Department.
Education/Experience/Qualifications
• High School Diploma or GED required.
• Minimum of five (5) years’ experience in guest services required; must have worked directly with guests.
• Previous experience in a Spa, Front Desk or Retail environment highly preferred.
• Ability to communicate effectively with guests, team members and management, both verbally and in writing a must.
• Handling of multiple payment tenders with accuracy is necessary
• Intermediate proficiency in Microsoft Outlook, Word and Excel is necessary.
• Must possess outstanding communication and interpersonal skills.
• Must be able to provide a genuine and sincere service experience in a friendly and professional manner.
• Must have demonstrated ability exercising utmost discretion with confidential information including, but not limited to: personal and or health information from customers.
• Must actively listen to provide optimal service tailored to guest requests.
• Ability to multi-task in a fast-paced, high demand environment required.
• Must have experience working under pressure while meeting deadlines and goals.
• Must be comfortable working in both spa and casino environment.
• Must be comfortable with sitting and standing for long hours.
• Ability to maintain a positive and professional demeanor under challenging situations.
• Must be able to work a flexible schedule including weekends and holidays.
Certificates/Licenses/Registrations
• At the discretion of the San Manuel Tribal Gaming Commission you may be required to obtain and maintain a gaming license.
Yaamava’ Resort and Casino at San Manuel will make reasonable accommodations in compliance with applicable law.
As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!
