Reporting to the Supervisor Spa & Concierge, the Spa Concierge Specialist is an outgoing, motivated individual capable of adapting to change in a fast past service driven environment. Demonstrates passion for people; encouraging and inspiring guests to elevate their health and beauty, while creating a memorable Best in Class experiences. Responsible for providing Best in Class in-person and phone contact service with guests at the Spa’s front desk and retail boutique. Working in a merchandise-selling environment, operational retail and service excellence, and meeting or exceeding Department financial goals. Responsible for providing a clean and safe environment for all patrons, team members and vendors, while safeguarding enterprise assets and guaranteeing departmental integrity.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1.    Initiates and connects in-person and by phone contact with guests to ensure all reservations for Spa service, pool rentals, day pass, and special events are executed with highest level of guest service; with a sense of urgency with each guest.  Assists guests with booking changes, and inquiries regarding reservations.  Conducts guest database profile research to identify special requests and guide guest to appropriate Therapist or service to meet their needs.  Manages VIP arrivals; communicates to designated personnel for escort and delivery of amenities.  Communicates effectively to guests in a high volume call setting.  Suggests promotions and special event participation pertaining to guest’s specific Casino offers as well as Spa specialty promotions.  Ensures guest database information is updated and accurate at all times; verifies addresses, phone numbers, email and preferences.  
2.    Is responsible for Point of Sales transactions and confirms accuracy of all Point of Sales activities while properly handling multiple forms of tender.  Responsible to close out Point of Sale at end of each shift.  Communicates variance issues and submits discrepancies to Accounting in designated period.  
3.    Assists Spa Concierge team to achieve financial goals and KPI’s.  Models Best in Class standards at highest level and works alongside Spa and Retail front desk teams while delivering operational excellence.  Assists with visual merchandising and must be well versed in different services offered at Spa facility to be able to provide accurate information to guests.
4.    Models and improves store operations to optimize productivity and ensures compliance with all policies and procedures, visual merchandising standards and product flow efficiency to create elevated guest experiences.
5.    Assists with maintaining cleanliness, health and safety of all Spa facilities, front desk, retail, fitness area and dispensary for professional Spa products.
6.    Champions and manages strong loyalty wellness membership program.
7.    Performs other duties as assigned to support the efficient operation of the department.

 EDUCATIONAL, EXPERIENCE AND QUALIFICATIONS

• High School Diploma or GED required.

• Minimum of three (3) years’ experience in guest services required; must have worked directly with guests.

• Previous experience in a Spa, Front Desk or Retail environment preferred.

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

• Ability to communicate effectively with guests, team members and management, both verbally and in writing a must.

• Handling of multiple payment tenders with accuracy is necessary

• Intermediate proficiency in Microsoft Outlook, Word and Excel is necessary.

• Must possess outstanding communication and interpersonal skills.

• Must be able to provide a genuine and sincere service experience in a friendly and professional manner.

• Must have demonstrated ability exercising utmost discretion with confidential information including, but not limited to: personal and or health information from customers.

• Must actively listen to provide optimal service tailored to guest requests.

• Ability to multi-task in a fast-paced, high demand environment required.

• Must have experience working under pressure while meeting deadlines and goals.

• Must be comfortable working in both spa and casino environment.

• Must be comfortable with sitting and standing for long hours.

• Ability to maintain a positive and professional demeanor under challenging situations.

• Must be able to work a flexible schedule including weekends and holidays.

REQUIRED LICENSES, CERTIFICATIONS AND REGISTRATIONS

• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.

• Select One of the Following for Driving Responsibilities: No Driving Responsibilities: Role does not require a driver’s license or insurance.

PHYSICAL REQUIREMENTS/ WORKING CONDITIONS – ENVIRONMENT

The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.

• Primary work environment is in a climate-controlled office setting.

• Work requires travel to attend meetings, trade shows, and conferences.

• Incumbents may be required to work evening, weekend and holiday shifts.

• Must be able to work in a fast-paced, high-demand environment.

• Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.

• Sedentary work: involves sitting most of the time. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.

• Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.

• Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.

• Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.

• Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.

• Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.

• Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.

• The employee may be exposed to fumes or airborne particles including secondhand smoke.

 Reasonable accommodation will be made in compliance with all applicable law.

As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!