Spa Experience Planner Job at Montage International
Live Your Passion. Add Your Magic.
At Montage International, we are doing something different, something exciting and it takes passionate people to bring our vision to life. We have built a culture that leads with the important notion we live by every day; do what you love. If this resonates with you, we look forward to receiving your application.
We welcome applicants with disabilities and provide reasonable accommodations as needed to our applicants. Please discuss with our hiring managers during our selection processes.
Job Description
Montage Kapalua Bay is recruiting for a Spa Experience Planner to join the team: Set beachfront atop picturesque Kapalua Bay, this 24 acre-resort is the ideal destination from which to enjoy all of Maui. At Montage Kapalua Bay, you will feel embraced by genuine island hospitality and authentic culture. At every turn, the spirit of Hawaii merges with your own to create pono — a true sense of balance and harmony — as you relax and enjoy all-suite accommodations, inspired cuisine, championship golf, water sports, and a 30,000 square foot Hawaii inspired spa.
PURPOSE OF POSITION
The Spa Experience Planner will provide spa guests and resort associates with exceptional service via telephone and e-mail correspondence while making Spa reservations, in addition to promoting the retail outlets and increasing revenues. This role will contribute to the organization as an active business partner that is responsible for supporting the company's goals, objectives, vision, mission, and values.
The Spa Experience Planner will provide spa guests and resort associates with exceptional service via telephone and e-mail correspondence while making Spa reservations, in addition to promoting the retail outlets and increasing revenues. This role will contribute to the organization as an active business partner that is responsible for supporting the company's goals, objectives, vision, mission, and values.
ESSENTIAL FUNCTIONS AVERAGE % OF TIME
35% Provide five star service to spa guests and members through greeting via telephone and e-mail, guiding and providing information, appointment scheduling, directions, care and general aid to spa related circumstances.
35% To help ensure the highest quality of service to the Front Desk operations through aiding in gift certificate sales, with customers, calls, sales and guest concerns. Must be able to enlighten guests of our treatments and promotions and be able to sell the spa/wellness experience.
15 % Retail Sales - help promote our products to guests
15% Walk-throughs in relaxation area and straighten if necessary, maintain cleanliness of Guest Reception area and Lobby.
Job duties include; although are not limited to:
- Providing excellent customer service and telephone etiquette, and actively aspiring to reach department and property defined goals and objectives
- Taking reservations using proper hotel/spa verbiage, ensuring to adhere to Forbes standards
- Accurately inputting and organizing spa reservations
- Accommodating in-house guest requests for reservations, ensuring a high level of guest satisfaction
- Maintaining accurate logs of special requests and ensuring that requests are communicated accurately
- Answering and directing in-bound calls to the spa and frequently using email for coordinating and responding to guest requests.
- Understanding the selling strategies for Spa knowing our availability and restrictions
- Coordinating with Reservations Experience Planner Coordinator to assure all requests are responded to in a timely manner.
- Effectively communicate service time availability options and suggest spa treatments to maximize revenue using up-selling and yield management techniques per company policy
- Memorizing spa/hotel facilities and providing information for inquiring guests
- Maintaining proper record keeping for guest and member accounts, being knowledgeable about hotel services and local surroundings in order to answer, respond and communicate with guests regarding questions and requests.
- Answer all incoming calls/e-mails in a friendly and efficient manner. Provide guests with the requested information concerning the resort, spa and its services.
- Process all incoming reservations
- Cross trained to assist in the role of Spa Concierge as needed based on business demands.
- Other duties as assigned.
OTHER:
Regular attendance is essential to the successful performance of this position. Irregular attendance will be subject to disciplinary action, up to and including termination of employment. Due to the fluctuation in business levels in the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the Resort. In addition, attendance is required at all scheduled training sessions and meetings. Upon employment, all employees are required to fully comply with company rules and regulations for the safe and effective operation of the Resort’s facilities. Employees who violate Resort rules and regulations will be subject to disciplinary action, up to and including termination of employment.
SUPPORTIVE FUNCTIONS
In addition, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the Resort:
- To aid in the general coordination and relation between departments, whether it be staff-related or on a guest’s behalf.
- Maintain a clean and well – organized workspace.
- Block special requests, schedule requests as assigned by Spa Management.
- Process Monthly membership charges.
- Additional duties as necessary and assigned.
SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:
- Excellent verbal communication skills.
- Pro-active awareness, sound judgment, common sense and conflict resolving skills.
- Efficient and well-organized; able to handle simultaneous, varied tasks.
- Assertive with an outgoing personality.
- Professional image in dress and poise.
- Knowledge of all spa service available.
- Ability to promote, describe and sell accordingly.
- Knowledge of the retail inventory, sales and operations.
- Promotion and sales oriented
- Knowledge of front desk duties.
- Knowledge of Spa & KCM memberships.
- Must be able to speak, read, write and understand the primary language(s) used in the workplace.
- Must be able to read and write to facilitate the communication process.
- Requires good communication skills, both verbal and written.
- Must possess basic computational ability.
- Must possess basic computer skills.
- Ability to solve problems and make rational decisions.
- Knowledge of Montage Resort and Spa operations.
PHYSICAL DEMANDS
- Must be able to sit at a desk for up to 8 hours per day. Walking and standing are occasionally required. Length of time of these tasks may vary from day to day.
- Must be able to exert well-paced ability to reach different outlets and other departments of the Resort on a timely basis.
- Must be able to exert well-paced ability in limited space.
- Must be able to bend, stoop, squat and stretch to fulfill cleaning tasks.
- Must be able to lift up to 25 lbs. on a regular and continuing basis.
- Must be able to push and pull carts and equipment weighing up to 250 lbs. occasionally.
- Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
- Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
- Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
- Requires manual dexterity to use and operate all necessary equipment.
- Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.
QUALIFICATION STANDARDS
Education
High school or equivalent education required.
Experience
At least 2 years of Experience working in a Hotel/Resort Setting. Previous Spa experience desired.
Licenses or Certificates
Not applicable.
Grooming
All employees must maintain a neat, clean and well-groomed appearance per Montage standards.
In the United States we are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
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