Job Summary
The Crystal Spa Concierge is responsible for coordination and booking of Crystal Spa services. Creating memorable moments by personalizing guest experiences, the Spa Concierge is the first point of contact as guests are welcomed to Crystal Spa. Driving spa revenue through spa bookings, retail sales, and up-selling spa services, this position requires the knowledge and ability to answer all inquiries pertaining to the spa, its services, and products.

Job Duties and Responsibilities

• Creates exceptional customer service experience by practicing SERVE - Smile, Eye Contact, Resourcefulness, Volunteer (to assist), and Enthusiasm.
• Maintains knowledge of the spa menu to include over 60 services and amenities and be able to explain them to guests while distinguishing between features and benefits.
• Understands all spa promotions and events and effectively communicates and promotes them to guests. Many spa promotions run simultaneously with varying offers and restrictions which Concierge is responsible to sell and book services correctly.
• Maintains knowledge of the main spa retail lines (over 300 SKU’s) and be able to explain the products to guests while distinguishing between features and benefits along with being able to offer makeup color matching.
• Understands contraindications of specific services and effectively makes recommendations to guests.
• Effectively soft sells service upgrades, enhancements, gift cards and retail products to guests; including closing sales for therapists.
• Optimizes bookings to maximize spa revenue opportunities.
• Responsible for making sure each guest signs appropriate waivers and disclaimers.
• Communicates special guest needs in advance to the spa team and documents guest issues appropriately.
• Maintains the spa retail and reception area, including but not limited to checking new retail orders and stocking retail and desk supplies.
• Accurately receives payments for goods and services and properly documents any voids.
• Resolves customer problems promptly and efficiently to include making guest recovery decisions to ensure guest satisfaction.
• Responds to phone calls, messages, e-mails and customer comments within 24 hours.
• Follows all open and close, after hours, and emergency Spa procedures. Responsible for the set up and break down of Spa amenities including daily monitoring as needed.
• Submits all paperwork and reporting in accordance with spa procedures including daily service revenue reports and goal tracking.
• Other duties as assigned.

Job Specifications

Competencies:

• Excellent written and verbal communication skills.
• Proficient with point-of-sales (POS) systems, MS Office, bank reconciliations, cash handling, phone systems, computers, and various other technologies.
• Self-directed and able to maximize use of time, resources and technology.
• Able to analyze and interpret date in various formats and present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Maintains office, employee and company confidentiality at all times.
• Dependable and meets goals.
• Exemplifies professional conduct and adherence to company Core Values.

Education:

• High School Diploma required. Some college strongly preferred.

Physical & Other Requirements:

• While performing the duties of this Job, the employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms; talk or hear and taste or smell.
• The employee is frequently required to walk and climb or balance.
• The employee is occasionally required to stoop, kneel, crouch, or crawl.
• The employee must regularly lift and /or move up to 30 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• Evenings, weekends and holidays are a regular part of the schedule.
• Must have excellent attendance and conduct record for consideration.
• Non-smoking candidates strongly preferred.

Crystal Mountain is an equal opportunity employer that is committed to diversity and inclusion in the workplace. 2020 Bronze Level Veteran Friendly Employer.

Established in 1956, Crystal Mountain is a family-owned, four-season resort destination located 28 miles southwest of Traverse City and a short drive from Sleeping Bear Dunes National Lakeshore. The resort features lodging, dining, downhill and cross-country skiing, two championship golf courses, shopping, award-winning Crystal Spa, Michigan's only alpine slide, the Park at Water's Edge, Michigan Legacy Art Park, weddings and a conference center. Visit www.CrystalMountain.com.


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