At Accor Hotels, first impressions are everything! As a SpaReservationist you have the opportunity to provide a welcome experience like no other. Your personalized greeting, care in treatment selection and knowledge of the spa will ensure our guests have a lasting memory of their visit.
Our commitment to the safety of our colleagues during COVID-19: To keep our employees and the general public safe from the threat of COVID-19 and the rise of variants in the community, the Claremont Club & Spa has implemented a COVID-19 Vaccination Policy.
Summary of Responsibilities:
Reporting to the Director of Spa, responsibilities and essential job functions include but are not limited to the following:
Greet guest with a positive tone and use of surname (example: Mr. Jackson, Ms. Smith).
Consistently practice the Claremont Five-Star service standards with each guest.
Punch in and out on time clock; no more than (15) minutes before or after shift. Punch out for lunch breaks as well.
Ensure that the guest has a full understanding of the service and is comfortable with the process. Additionally, verifying package components with each guest.
Interact with guests in a friendly, service oriented manner.
Accurately input reservation data into computer providing complete client file. Confirm date, times, appointments and 48 hour cancellation policy.
Respond to guest emails as soon as possible within 24 hours.
Respond to KIPSUs upon receipt.
Efficiently retrieve all voice mail messages and return calls within two hours.
Daily read departmental updates being responsible for all information.
Inform manager of unsafe equipment, practices or guest reactions.
Refrain from discussion of politics, salary or company information in public areas.
Consistently ask each guest if they have a preference of gender for their massage provider.
Responsible to consistently log in with own individual code.
Accurately and completely handle all cancellations.
Arrive for your shift in uniform with name badge looking clean and professional.
Attend all scheduled staff meetings.
Promote sales of treatments with a priority to upselling and suggestive selling to the guest.
Communicate supply needs to appropriate manager in writing.
Knowledge and ability to process gift certificates including daily balancing accounting procedures.
Responsible for dusting and organization of workspace and department.
Problem solving for guests or provider staff in taking care of a service.
Confirming with each guest the 48 hour cancellation policy and a "full charge will occur if they do not arrive".
All reservations including gift certificate are to be booked with a credit card guarantee.
In conclusion of the reservation, confirm with each guest appointments and times for each service.
Ensure each guest is knowledgeable of the spa including use of the sauna, steam, whirlpool, lunch, pool, and fitness as appropriate.
Answer telephone with proper, courteous identification greeting within three rings.
Understanding and ability to perform department opening and closing procedures.
Scheduling treatments and packages for guests with accuracy and consistency.
Handling guest complaints and problem solving as necessary.
Knowledgeable of spa services and wellness programs.
Confident, aggressive selling skills which include; asking for the sell and overcoming objectives.
Perform requested duties of spa operations manager as needed.
Two-year customer service related experience required.
Friendly, energetic, dependable and customer oriented.
Must be very detail oriented.
Ability to work with a variety of staff and management in a cooperative manner.
Skill to handle multiple tasks instantaneously.
Ability to work with fellow staff members in a close and shared work environment while remaining individually focused on work.
Physical Aspects of Position (include but are not limited to):
Simple grasping of objects up to 5 pounds on a daily basis.
Pushing and pulling of boxes of less than 10 lbs. occasionally.
Fine skillful manipulation needed for deskwork, computer entry, and cashiering needs.
Lifting requirements up to 35lbs. for office supplies.
Hotel Overview: Be a part of the historic "Castle in the Hills", The Claremont Club & Spa, A Fairmont Hotel, a timeless landmark turning moments into memories for 100 years.
Visa Requirements: Must be legally authorized to work in the United States.
Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
Why work for Accor? We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities. By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/ Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS
Claremont Club & Spa, A Fairmont Hotel is an Equal Opportunity Employer. EOE/M/F/V/D
