What are the responsibilities and job description for the Spa Concierge position at The Watergate Hotel?
The Hotel
Step inside a legendary revival at The Watergate Hotel, a luxurious urban resort located along the banks of the Potomac River. Here modern design blends with a storied past to redefine luxury. A place where travel and business are occasions worth celebrating, attention to every detail is the standard, and intrigue can be found just beyond every curve.
Location
The Watergate Hotel is centrally located in Washington, D.C., a city of political power, prestige, and elegance is culturally rich with theaters, museums, architectural splendors and unforgettable national memorials. The Watergate Hotel is situated within walking distance of the best the city has to offer.
Strategic Intent
To provide the highest quality of service to the spa guests and spa members in person and on the telephone. Provide seamless service in guest reception, checkout, telephone inquiries and appointment reservations and fitness operation.
Organizational Structure
REPORTS TO: Spa Director
General Duties and Responsibilities
Greet guests with a warm welcome, presenting a professional, friendly demeanor.
Responsible for receiving incoming calls for appointments and scheduling them accordingly. Provide therapists with an accurate daily schedule throughout shift.
Within 2 days of arrival, call all expected guests to promote spa, salon and fitness center. Accommodate guest and member requests, answer questions and sell spa/salon services and retail and well as memberships.
Demonstrate a full knowledge of the spa’s treatments and products used and sold. Assist guests with retail product selection. Promote and up sell all spa/salon services.
Handle guest complaints following established practices for guest problem resolution to ensure guest satisfaction.
Ability to provide advice to the guest in their selection of treatments to ensure a smooth and proper order of service.
Responsible for proper point of sale procedures and cash handling policies. Process gift certificate requests including taking orders, preparing certificates, process payment and record sale.
Coordinate with housekeeping for adequate supply of robes, towels, spa guest amenities and assure the proper stocking of guest lockers.
Responsible for spa environment including background music, hospitality F&B in the relaxation lounge and members sitting area, lighting levels and water feature.
Ensure all guests and members sign in before entering the spa facility. Track all guests on daily wait list.
Experience and RequirementsMust have the ability to communicate in English. Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times. Can communicate well with guests. Must be willing to “pitch-in” and help co- workers with their job duties and be a team player. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts. Basic mathematical and computer skills. Ability to establish and maintain effective working relationships with associates, customers and patrons. High school diploma or equivalent preferred.