Position Summary
We are looking for a Spa Front Desk/Sales Executive to be part of our dynamic and professional team at the Mark Spa. The Front Desk Executive is responsible for providing attentive, courteous, and efficient service to all customers during check-in and checks out while maximizing room revenue and occupancy. We are the first and last impression of The Mark Spa; our main function is to register all customers into their custom rooms with complete satisfaction with their accommodations. Also, we check them out; making sure their billing is accurate. This position requires consistent adherence to policies and procedures of the department as outlined in The Mark Spa.
Responsibilities
- The present positive impression of the establishment meeting grooming standards and keeping an optimistic attitude
- Provide seamless check-in and checkout experiences for our customers using The Mark Spa standards.
- Ensure that all signatures and initials are completed on the customer registration form
- Obtain Credit Card from customers and swipe into the computer system
- Handle customers’ comments and concerns in a timely and appropriate manner
- Relay all customer’s comments and concerns to the Managements department to ensure proper follow-up
- Proactively gather customers’ profile information acting on that information to delight our clients.
- Follow and complete the shift checklists.
- Protect the privacy of customers and co-workers at all times
- Possess a basic understanding of accounting
- Provide the customers upon their request with an updated and correct folio of their customer’s account
- Investigate and dissolve disputed charges on customers’ accounts
- Have knowledge of all groups and events in The Mark Spa.
- Including special guest and billing arrangements
- Have knowledge of room locations, room types, locations, and descriptions of all our promotions
- Process and handle membership customer calls and outside calls
- Respond to reservation inquiries, take reservations, change, cancel reservations when needed, and assess the no-show and cancellation fees when necessary
- Keep Front Desk with sufficient stock of materials and supplies.
- Be attentive and ready during Pass-On shift meetings and prepared to take responsibility and ownership of issues presented
- Operate simple office equipment, keeping it in working order; notify the manager if not in working order.
Qualifications
Experience and Education Required
- Education
- High School Diploma required
- Experience
- Minimum one-year experience in a similar customer service position
Skills Required
- Must be able to:
- Speak, read, write and understand the English language
- Compute accurate mathematical calculations
- Provide legible communication and directions
- Perform job functions with attention to detail, speed, and accuracy
- Prioritize and organize.
- Think clearly, remain calm, and resolve problems using good judgment
- Follow directions thoroughly
- Understand customer service needs
- Work cohesively with co-workers as part of a team.
- Work with minimal supervision
- Maintain confidentiality of customer information.
- Use a computer keyboard and possess basic typing skills
- Possess moderate to advanced computer skills.
- Work in a dynamic and constantly changing environment
- Adept at multitasking
Success Criteria
- Team Player
- Demonstrates co-operation within the team and with other departments
- Listens carefully and works well with others
- Has a positive influence on others in the team and enjoys working with people
- Customer Focused
- Anticipates customer’s needs and is sensitive to people from all cultures
- Has a natural, warm smile and a friendly and passionate approach
- Demonstrates confident, helpful, and genuine behavior with members and nonmembers
- Delivers their Best
- Has energy and a sense of urgency for their work
- Resourceful, make things happen and looks for ways to work more efficiently
- Always looks their best and acts appropriately (e.g., approaching customers, body language, and eye contact)
- Composed
- Able to stay calm under pressure
- Demonstrates maturity and ability to cope with the unexpected
- Never lets personal feelings interfere with delivering the highest standards
- Trustworthy and responsible
- Excellent records of attendance and punctuality
- Is reliable and demonstrates the ability to work without supervision
- Demonstrates a high level of personal integrity, honesty, and trust