Spa Host - Lead

ESSENTIAL DUTIES AND RESPONSIBILITIES: Primary duties and responsibilities include, but are not limited to, the following:

• Listen and respond to guest inquiries using a positive, clear speaking voice. Answer questions and aid provide guest satisfaction. Relay accurate information to guests regarding hours of operation, Hotel services, directions to local attractions or function rooms, car rentals, airline shuttle service, etc.

• Register guests by inputting information into computer and assigning appointments. Settle and checkout guest's accounts by inputting method of payment into computer and finalizing transactions.

• Answer calls, process requests and schedule appointments for guests with emphasis on accuracy as well as upselling. Follow-up on calls to maintain proper communications with guests, departmental staff, and management staff.

• Assist guest's spa information, directions and all other basic inquires. Assist guests with questions or problems they may have regarding their experience.

• Research and correct disputed room charges by use of various reports and master accounts to correct any improper postings to guest's accounts.

• Make constant contact with both internal and external customers to provide optimal guest service. This includes contact with various hotel departments in an effort to provide/obtain pertinent information needed to ensure proper guest service is provided.

KNOWLEDGE/SKILLS/ABILITIES

• Experience with POS (point of sale) systems

• Strong hospitality skills with a focus on guest relations

• Excellent customer service abilities

• Proficiency in phone etiquette

• Previous experience in a Spa and/or Hospitality service setting is a plus

QUALIFICATIONS

• Must be 18 years of age or older

• Highschool diploma or equivalent

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee: must be able to maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino environment and effectively deal with customers, management, team members and others. Is regularly required to sit; stand; walk and move through all areas of the casino; speak and hear; use hands to finger, handle, or feel. May reach with hands and arms above shoulder level; bend/stoop, squat, balance, kneel, lift and push/pull. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance visions, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

While performing the duties of this job, the employee is regularly exposed to a smoke-filled environment. The noise level in the work environment is usually loud.