Lead Guest Service Ambassador
Well & Being Spa at The Westin Stonebriar
Lead Guest Service Ambassador
Full Time • Well & Being Spa at The Westin Stonebriar
Benefits:
- 401(k) matching
- Dental insurance
- Employee discounts
- Health insurance
- Paid time off
- Vision insurance
Company Overview
Trilogy Spa Holdings is a professional spa management company dedicated to creating and operating the most innovative, service-centric, and performance-optimized branded spas in the hospitality industry. We currently operate spas in Arizona, California, Colorado, Florida, Nevada, New York, Puerto Rico, and Texas, where there is an enormous opportunity for growth for passionate individuals.
Trilogy Spa Holdings is a professional spa management company dedicated to creating and operating the most innovative, service-centric, and performance-optimized branded spas in the hospitality industry. We currently operate spas in Arizona, California, Colorado, Florida, Nevada, New York, Puerto Rico, and Texas, where there is an enormous opportunity for growth for passionate individuals.
Trilogy inspires those who provide, “Flawless service: Every Guest, Every day.”
We pride ourselves on creating a culture where employees feel valued, appreciated and take pride in coming to work. As such, desired candidates seek to be a Partner at Trilogy, not merely an employee. If you are driven to succeed and proud to serve others, we want you as part of our team!
Job Summary
The Lead Guest Service Ambassador is responsible for providing guests with comprehensive and professional guidance regarding spa procedures and services, including but not limited to booking spa treatments, retail support, front desk and reservation responsibilities, and locker room and facility support. With emphasis on oversight of back of house Guest Service Ambassador staff. Must have excellent communication skills, problem-solving skills and maintain a high level of professionalisms and customer service standards. Scheduling, dependability, and flexibility are a must.
Responsibilities:
The Lead Guest Service Ambassador is responsible for providing guests with comprehensive and professional guidance regarding spa procedures and services, including but not limited to booking spa treatments, retail support, front desk and reservation responsibilities, and locker room and facility support. With emphasis on oversight of back of house Guest Service Ambassador staff. Must have excellent communication skills, problem-solving skills and maintain a high level of professionalisms and customer service standards. Scheduling, dependability, and flexibility are a must.
Responsibilities:
- Understand and abide by TRILOGY and Well & Being Spa policy and procedures.
- Greet guests with a friendly welcome upon arrival.
- Provide guests with thorough and knowledgeable descriptions of all spa products and services, as well as a tour of spa facilities.
- Responsible for retail/product knowledge and education.
- Conducts walkthroughs of spa facility to proactively assist and anticipate guests’ needs.
- Responsible for knowledge of booking spa appointments accurately and professionally.
- Anticipate guests’ needs and adhere to Well & Being Spa and TRILOGY’s standards for guest service, including FORBES 5 Star Standards.
- Ensures back of house Guest Service Ambassadors deliver exceptional service.
- Ensures back of house Guest Service Ambassadors are monitored and trained on new and existing protocols.
- Ensures back of house Guest Service Ambassadors properly clean and sanitize products, rooms, tools and equipment, following TRILOGY and State Governing Boards requirements and guidelines.
- Ensure back of house Guest Service Ambassadors use all PPE and sanitation standards by TRILOGY and the State Governing Body.
- Daily set up of food and beverage items and equipment and replenishing and maintaining Spa pantry and snack display.
- Inventory and stock all guest supplies and linens.
- Responsible for all aspects of cleaning the spa facility throughout the day, including, but not limited to:
- Thoroughly clean sinks, toilets, urinals, mirrors, glass, countertops, walls, vents, windowsills, equipment and floors throughout the spa.
- Cleaning of steam room and all locker room facilities.
- Mop, scrub, wax, shampoo and spot clean carpeting and floors.
- Empty trashcans and dispose bulk garbage in designated bins throughout the day.
- Clean and maintain all fixtures, woodwork, walls, and windows, as needed.
- Vacuum daily and as needed throughout the day, moving furniture and equipment, as needed to ensure thoroughness.
- Dispose of all soiled laundry in designated bins throughout the day.
- Facilitate with linen inventory counts and par levels.
- Ensure all fixtures and equipment are in excellent working order and report any deficiencies.
- Attend all mandatory meetings and vendor trainings, as directed by Spa Manager.
- Provide customer service to guests, including information about hotel services, activities, and directing guests to other areas of the hotel.
- Act as leader for back of house Guest Service Ambassadors and work with Spa Management to enforce service standards, SOP’s, and conduct disciplinary actions, as needed.
- Assist Spa Management with Guest Service Ambassador schedules, as needed.
- Responsible for quarterly meetings of their department and attendance.
- Provide communication channel from Spa Management to their team.
- Communicate any maintenance/general cleanliness issues to Spa Manager on Duty.
- Demonstrate respect, sensitivity and concern for guests needs and concerns with a professional and pleasant manner.
- Interact cooperatively with and with consideration towards guests and co-workers.
- Listens and addresses guest requests and responds with appropriate action and provides accurate information.
- Communicates guest challenges or complaints to the Spa Manager on Duty.
- Decisions of a broad nature are made in accordance with general policy and procedures.
Requirements:
- Must have High School degree or equivalent.
- Must have 1-3 years of customer service-related experience, preferably in spa, hospitality, sales and/or retail.
- Candidate must be authorized to work in the US.
- Must be knowledgeable of all spa services and have the ability to explain them in detail to guests.
- Must be sales-driven, and have a customer service-oriented personality, as position requires making spa/product recommendations and selling of products and services.
- Must have ability to multi-task, and work in a fast-paced, high-volume environment, while maintaining professionalism.
- Must have a polished appearance (must be willing to cover any visible tattoos or facial piercings during shift hours). Only natural hair colors accepted, unless approved by Spa Manager. Nails must be short and clean, neutral nail polishes only.
- Must have a flexible schedule, including days, nights, holidays, and weekends.
- Must be able to stand for long periods of time.
- Must be polished, professional, and have a strong command of both written and verbal English.
- Must be organized, proactive, and possess a strong attention to detail.
- Must be proficient in Microsoft Office; Booker, Book4Time, Spa Soft preferred.
- Previous Supervisory positions held preferred.
Benefits/Perks
- Medical, Dental and Vision (Full-Time Employees only)
- 401K Matching
- PTO – Paid/Holiday Time Off
- VTO – Voluntary Time Off
- Discounts on Retail Products and Spa Services
Compensation: $18.00 per hour + Gratuity Pool + Retail Commission
Compensation: $18.00 per hour
Trilogy Spa Holdings is a boutique spa management company dedicated to creating and operating the most innovative, service-centric and performance-optimized branded spas in the hospitality industry. Built on a foundation of experienced spa operators and hospitality industry veterans, Trilogy is the critical management link between hospitality companies and spa brands. Trilogy utilizes luxury beauty brands and owned brands to ensure each property is unique.
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