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Lead Front Desk Receptionist

hace 3 meses

Carolina, Puerto Rico Well & Being Spa at Fairmont El San Juan Hotel A tiempo completo
Benefits:
  • 401(k) matching
  • Dental insurance
  • Employee discounts
  • Health insurance
  • Paid time off
  • Vision insurance

Company Overview
Trilogy Spa Holdings is a professional spa management company dedicated to creating and operating the most innovative, service-centric, and performance-optimized branded spas in the hospitality industry. We currently operate spas in Arizona, California, Colorado, Florida, Hawaii, Nevada, New York, Puerto Rico, and Texas, where there is an enormous opportunity for growth for passionate individuals.

Trilogy inspires those who provide, “Flawless service: Every Guest, Every day.”


We pride ourselves on creating a culture where employees feel valued, appreciated and take pride in coming to work. As such, desired candidates seek to be a Partner at Trilogy, not merely an employee. If you are driven to succeed and proud to serve others, we want you as part of our team

Job Summary
The Lead Front Desk Receptionist is responsible for providing guests with comprehensive and professional conduct.  Must have excellent communication skills, problem solving skills and maintain a high level of customer service standards.  Must have the ability to deal effectively with guests, while maintaining the highest level of professionalism at all times. Responsible for assisting all Spa Management with training and retail product inventory. 

Responsibilities
  • Understand and abide by TRILOGY and Well & Being Spa policies and procedures.
  • Provide guests with a thorough and knowledgeable understanding of spa services.
  • Demonstrate respect, sensitivity and concern for guest’s needs and concerns with a professional and pleasant manner.
  • Ensuring each Front Desk agent is responsible for their bank and proper procedures required thereof.
  • Provide spa guests with a tour of spa facilities, when needed.
  • Interact cooperatively with, and with consideration towards, guest and co-workers.
  • Anticipate guest’s needs and adhere to Well & Being Spa and TRILOGY’s standards for guest service, including FORBES 5 Star Standards.
  • Diffuse guest challenges and communicates guest problems or complaints to the Spa Manager on Duty in a timely fashion. 
  • Maintain safety and sanitation and disinfection standards.
  • Use all PPE and sanitation standards by TRILOGY and the State Governing Body.
  • Oversee cleanliness, disinfection and maintenance standards.
  • Ensure EP’s properly clean and sanitize, adhering to TRILOGY and State Governing Boards requirements and guidelines.
  • Ensure EP’s follow service rules and regulations under their license in the State.
  • Ensure EP’s use all PPE and sanitation standards by TRILOGY and the State Governing Body.
  • Maintain a clean and orderly presentation of all retail items.
  • Assist with retail inventory.
  • Decisions of a broad nature are made in accordance with general policy and procedures.
  • Train and ensure all Front Desk associates deliver exceptional service, offering corrective counseling, when needed.
  • Ensure Front Desk staff are monitored and informed of treatments, groups, and other promotions.
  • Ensure all protocols are adhered to.
  • Act as leader for front desk associates and work with Spa Manager to enforce service standards and SOP’s.
  • Assist Spa Management with Service Provider schedule balancing, as needed.
  • Assist Spa Management with booking and hosting groups and Spa’rtys.
  • Selling and up-selling products to clients.
  • Responsible for quarterly meetings of their department.
  • Provide communication channel from spa management to their team.
  • Assist with scheduling and rotation of duties.
  • Communicates any maintenance/general cleanliness issues to Spa Manager on Duty. 
Qualifications
  • Must have minimum 2 year college Associates Degree.
  • Must have minimum of 1-3 years experience in customer service, spa, hospitality, sales and/or retail.  
  • Must have at least 2 years of Lead or Front Desk experience.
  • Candidate must be authorized to work in the US.
  • Must be able to stand for long periods of time.
  • Must have a flexible schedule, including days, nights, holidays, and weekends.
  • Must be polished, professional, and have a strong command of both written and verbal English. 
  • Must be organized, timely and detailed-oriented.
  • Must be proficient in Microsoft Office; Booker, Book4Time, Spa Soft preferred. 
  • CPR and First Aid certified preferred.
Benefits/Perks
  • Medical, Dental and Vision (Full-Time Employees only)
  • 401K Matching
  • PTO – Paid/Holiday Time Off
  • VTO – Voluntary Time Off
  • Discounts on Retail Products and Spa Services
Compensation: $14.00 per hour + Gratuity Pool + Retail Commission