POSITION SUMMARY
Provide general spa orientation to guests upon arrival, such as the location and use of locker rooms, lounge areas, and hospitality stations. Offer guests amenities such as water, juice, or heated neck pillows. Answer questions about general property information and amenities. Escort guests to and from treatment rooms. Check computer for updates and changes to schedule regularly throughout the day. Maintain cleanliness of workstation, treatment rooms, spa/salon locker room, and lounge areas. Dispose of trash and dirty linens in the proper area. Secure supplies and equipment at the end of each shift. Stock towels, linens, supplies, and amenities in the locker room, lounge areas, and hospitality stations.
Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; protect company assets. Anticipate and address guests’ service needs; thank guests with genuine appreciation. Speak with others using clear and professional language. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Reach, bend, twist, pull, and stoop; move, lift, or carry objects weighing less than or equal to 10 pounds; stand, sit, or walk for an extended period of time. Perform other reasonable job duties as requested by Supervisors.
Essential Job Functions:
- Maintain complete knowledge of:
- All hotel features / services, hours of operation
- All Spa services
- Fitness Centre programs
- Pool
- Cosmetic / product line
- Maintain complete knowledge and comply with hotel and departmental policies and procedures.
- Greet each guest with a warm welcome and fond farewell.
- Receive and confirm all spa and bath booking appointments and assign the appropriate therapist for the job.
- Ensure guests are received promptly and escorted to the designated treatment room and that they receive the correct spa treatment as requested.
- Accommodate all guest requests expediently and courteously; anticipate guests' needs and respond promptly. Offer assistance at all times as specified in departmental standards. Follow up with designated hotel personnel to ensure completion of requests.
- Handle guest complaints by following the instant guest pacification procedures and insuring guest satisfaction.
- Successfully complete the training / certification process.
- Notify Engineering and Supervisor of all maintenance needs.
- Perform any task deemed necessary by management.
- Obtain assigned float and ensure accuracy of contracted monies. Maintain and keep cash register secure at all times.
- Obtain department keys and secure security of such.
- Set up workstations and retail with necessary supplies. Maintain cleanliness throughout shift.
- Legibly complete requisition for additional supplies/materials and submit to Supervisor.
- Review in-house guest list (especially VIPs and repeat guests) and be familiar with guest names and room locations.
- Answer departmental telephone within 3 rings, using correct telephone etiquette.
- Consistently train new staff.
- Conduct month-end inventory count of retail items.
Secondary Job Functions:
- Assist the hotel in providing lateral service to departments in need.
- Maintain complete knowledge and comply with all hotel and departmental policies and procedures.
- All other assignments as delegated by the Manager and Supervisor.
- Notify supervisor of any safety hazards
- Inquire about contradictions prior to service
- Attends all meetings and trainings.
- Assists Fitness Centre and Pool when needed.
- Contributes to Good Idea Program, preference collection and Wow Story.
- Supports and participates in hotel initiated activities.
- Resolve and record all guest opportunities in MR BIV database.
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: No related work experience.
Supervisory Experience: No supervisory experience.
License or Certification: None
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.