Spa Experience Coordinators primary responsibility is to book spa appointments, reservations and to assist with the checking in and out of spa guests in a timely and efficient manner while remaining professional and courteous at all times.
Reservations
- Efficiently process all telephone inquiries and spa/fitness reservation/activity scheduling from future, local and in-house guests
- Offer additional Spa bookings as well as itinerary assistance for all spa and hotel guests
- Assist with incoming Spa Concierge related questions and coordinate spa programs as requested.
- Provide general departmental assistance, special projects, group Spa reservations, etc.
- Provide thorough and complete information on all the services offered in the brochure, as well as reconfirming all the sales made or events booked in detail.
- Attend all departmental meetings and trainings.
- Maintain professional and caring manner with all guests, especially focusing on recovery and special need guests.
- Respond quickly to guest requests or complaints and see that appropriate action is taken.
- Follow up to ensure guest satisfaction
- Work efficiently in Book For Time (booking/management software) while scheduling, modifying or canceling all Spa and Fitness reservations and services.
- Work in Fidelio for all reservation information inquiries.
- Follow and adhere to all policies and standards contained in the Sonoma Pact, memos and posted information.
- Clock in and out accurately, and follow break-time/lunch guidelines.
- Communicate all guest needs and concerns to the appropriate Spa Manager or the Manager on Duty.
Rotunda
- Assist with the checking in/out of all spa guests, and making sure that the appropriate amenities are issued and escort guests to the locker room while providing an overview of the Spa facility
- Obtain correct billing information for each guest at time of check-in and ensure that billing is efficiently processed/posted throughout the day. Assist/resolve guest billing disputes
- Reserve and confirm Spa appointments for future and in-house guests and members
- Review information log/file for information, keep Rotunda Desk clean, tidy and free of obstructions
- Secure cash bank, maintaining accurate cash accounting information/records, balancing cash bank and list contents on the Cash Activity Sheet on a daily basis
- Provide Night Audit with accurate daily accounting records and information
- Follow and adhere to all policies and standards contained in the Sonoma Pact, memos and posted information., clock in and out accurately, follow break-time/lunch guidelines
- Attend departmental meetings and trainings as scheduled.
Concierge
- Greet Guests as they enter the bathhouse
- Provide bathhouse tours and explain the bathhouse amenities including the Bathing Ritual
- Assist is keeping the Bathing Ritual and lounge area neat and tidy and free from hazards.
- Ensure that all guest literature is sufficiently displayed and stocked.
- Check in with any guest waiting for treatments at 5 minutes after the hour and half an hour.
- Work in Book For Time and Fidelio software, assisting guests and colleagues while problem solving and assist with day to day of the Bathhouse operations.
- Notify maintenance when equipment breaks or malfunctions.
- Report any accidents or guest incidents to the Manager on Duty.