Spa Front Desk Coordinator

Job Description

Job Description

Overview

History and spectacular landscapes come together, at the foot of the Blue Ridge Mountains. Celebrated landmarks, including Thomas Jefferson's Monticello and the University of Virginia, are clustered here among swathes of the East Coast's most beautiful scenery. The region is also home to over 25 wineries, breweries and cideries.

This is the setting for Keswick Hall, an impressive 80-room luxury boutique hotel nestled on 600 acres which recently re-opened in 2021 after renovations. Home to the prestigious Keswick Golf Club, Marigold Restaurant, by Jean-Georges, a new luxury spa and sports and aquatics center.

Keswick offers an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others.

The Spa Front Desk Coordinator is responsible for booking treatments via phone and email, welcoming guests, giving spa tours, selling retail items, upselling spa treatments, and opening or closing the spa. Coordinators will also provide effective guest service by maintaining commons areas of the spa including the locker rooms, reception area, and guest waiting areas.

Keswick offers an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others.

In addition, we offer a robust benefits package including health, dental, vision, life and disability; a competitive PTO offering, as well as 401(k).

Responsibilities

Duties include but are not limited to:

1. Maintain the areas in a spotless condition and maintain the common areas of the spa in between appointments.
2. Knowledge of all aspects of the treatments and the ability to recommend and suggestive selling.
3. Process spa reservations, billing and meet and greet all guests as they arrive and depart from their treatments.
4. Support all aspects of retail: Guest assistance, product display, product inventory, suggestive selling, and merchandising.
5. Reconcile all discrepancies for retail and treatments with guests or advise a Manager.
6. Handle guest complaints or problem immediately, ensuring guest satisfaction. Communicate all the above to management to ensure communication to all necessary departments.
7. Use good judgment and maintain discretion and diplomacy while performing job duties.
8. Participate in all designated programs, meetings and training.
9. Maintain complete knowledge and comply with all resort and departmental policies and procedures
10. Review arrivals prior to approaching desk and be familiar with all Hotel guests, special requirements and potential problems.
11. Ensure that all guests receive personal, individual, and professional treatment.
12. Answer department telephones using correct greeting and telephone etiquette
13. Accommodate all requests for information in congenial manner.
14. Work closely with front office and other guest relations departments on special requests and amenities
15. Coordinate guest history with front office, reservations, housekeeping, and room service.
16. Coordinate special attention for birthdays, anniversaries, or special events
17. Handle guest complaints or problems immediately, ensuring guest satisfaction.
18. Accurately input guest data into guest history.
19. Other duties as assigned.

Qualifications

• Required :

  1. Ability to clearly and pleasantly communicate in English, both orally and in writings, using correct spelling and grammar, with guests, team members, and management.

  2. Ability to compute basic mathematical calculations.

  3. Ability to multitask, remain calm under pressure and maintain organized areas.

  4. Must be able to work in an environment infused with a variety of scents, such as aromatherapy

  5. Comfortable working in the men’s locker room

  6. Available to work holidays, weekends and evenings as needed.

• Skills:
  1. Computer experience in Microsoft Office and Outlook preferred.
  2. Basic computer experience helpful, familiarity with Book4Time is ideal.
  3. Previous guest service and/or spa experience preferred

• Desirable:
  1. Knowledge of Book4Time software
  2. Experience in retail sales and merchandising
  3. Knowledge of the spa industry, treatments, and modalities.

• Physical Demands:
  1. Frequent or occasional need to perform the following physical activities: reaching, bending, pushing, pulling, twisting, lifting, and climbing.
  2. Constant need to stand for long periods of time.
  3. Constant need to perform the following physical activities: grasping, turning, finger dexterity.
  4. Lifting/carrying up to 10 lbs. frequently and 25 lbs. occasionally.
  5. Vision requirements: constant need to view small print. Frequent need to see small details and things clearly beyond arm’s reach.
  6. Hearing requirements: constant need to speak on telephone and/or two-way radio, respond to general public and converse with staff. Ability to hear fire alarms and emergency equipment.

At this time, Keswick will not sponsor a new applicant for employment authorization for this position.