The Biltmore Hotel
Spa Concierge The Biltmore Hotel • Miami, FL, US
The Spa Concierge works to maintain the Spa's five-star standards. This position requires consistent adherence to policies and procedures of the department as outlined in the Biltmore Standard Operating Procedures (BSOP’S).
Responsibilities
Support company's philosophy and company culture through the use of "The Biltmore Legend" on a daily basis to ensure guest satisfaction.
Support the Spa Director's goals and relate guest feedback.
Ensure that the reception area is always tidy, clean, and fully stocked at all times.
Follow all company and department standards and procedures, as well as all standards as part of the leading hotels affiliation.
Ensure that a high standard of service is maintained throughout the spa, as seen in BSOP's.
Assist in the operations of all spa departments as required:
Front Desk
Relaxation & Locker Areas
Prep Area
Report any dysfunctional equipment to Spa MOD.
Maintain inventory of supplies for the operations of the spa reception as per the inventory calendar.
Attend daily, weekly, and monthly spa meetings as well as all training courses deemed necessary/mandatory.
Assist with various demonstrations, events, and trainings.
Maintain a high standard of appearance and personal hygiene in accordance with the employee handbook and spa specific grooming guidelines.
Act as a first impression, ensuring a warm and friendly welcome to all guests at all times. Greet all guests upon their arrival, give new guests tours of property and offer return guests proper recognition. Aim to give guests the best possible service and make each guest feel important. The interest of each guest is of paramount importance.
Oversee incoming and outgoing faxes, following up when necessary.
Answer/address all correspondence in a timely manner, including emails and voicemails.
Handle guest comments and concerns in a timely and appropriate manner, consulting a member of the leadership team when necessary.
Use the guest name appropriately and communicate it to spa colleagues and managers so that they can use it as well.
Communicate other necessary guest information with colleagues (i.e.: Birthdays, Anniversaries, Special requests.)
Guide guests through the booking process offering a personalized experience and customized recommendations by sharing their knowledge of spa services with the guest.
Proactively record guest preferences and anticipate needs, offering assistance with any reservation even if it doesn't pertain to the Spa.
Transition guests through a seamless journey throughout the day.
Show a professional attitude at all times, particularly with regard to punctuality, appearance, and general manner.
Organize appointment schedules to maximize use of time and profitability while ensuring that the guests' needs are of first importance. Recognizing the importance of "sales" in every aspect of their role and be responsible for achieving sales targets as set by the Spa Supervisor.
Perform opening and closing duties.
Understand the spa software, all treatments offered in the spa, and all retail products.
Prepare gift certificates & gift packaging.
Stay up to date on current spa trends.
Other duties as assigned.
Requirements
High School Degree and/or GED is required
Minimum one year hotel, spa, or hospitality experience preferred
Skills Required
Must be able to:
Speak, read, write and understand the English language.
Compute accurate mathematical calculations.
Provide legible communication and directions.
Perform job functions with attention to detail, speed and accuracy.
Prioritize and organize.
Think clearly, remaining calm and resolving problems using sound judgment.
Follow directions thoroughly.
Understand guest's service needs.
Work cohesively with co-workers as part of a team.
Work with minimal supervision.
Maintain confidentiality of guest information and pertinent resort data.
Use a computer keyboard and possess basic typing skills.
Possess moderate to advanced computer skills.
Work in a dynamic and constantly changing environment.
Adept to multitasking.
Physical Demands
Must be able to:
Move, lift, carry, push, pull, and place objects weighing less than or equal to 20 pounds without assistance
Stand, sit, or walk for an extended period of time or for an entire work shift
Reach overhead and below the knees, including bending, twisting, pulling, and stooping
Use, carry, and operate all necessary office equipment using finger dexterity.
Communicate with employees, managers, subordinates and guests through verbal communication, hearing ability, and visual acuity.
Visually look at a computer for extended periods of time.
Adapt to moderate temperatures in the hotel as thermostat is controlled by hotel environmental systems. Most work tasks are performed indoors.
Success Criteria
Team Player
Demonstrates co-operation within the team and with other departments
Listens carefully and works well with others
Has a positive influence on others in the team and clearly enjoys working with people
Guest Focused
Anticipates guests' needs and is sensitive to people from all cultures
Has a natural, warm smile and a friendly and passionate approach
Demonstrates confident, helpful and genuine behavior with internal and external guests
Delivers their Best
Has energy and sense of urgency for his/her work
Resourceful, makes things happen and looks for ways to work more efficiently
Always looks their best and acts appropriately (e.g. approaching guests, body language)
Composed
Able to stay calm under pressure
Demonstrates maturity and ability to cope with the unexpected
Never lets personal feelings interfere with delivering the highest standards
Trustworthy and responsible
Excellent records of attendance and punctuality
Is reliable and demonstrates the ability to work without supervision
Demonstrates a high level of personal integrity, honesty and trust
Time Management
Uses his/her time effectively and efficiently; values time, concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities
Makes decisions in a timely manner
Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees
Grooming All employees must maintain a neat, clean and well-groomed appearance per Biltmore Hotel standards.
#J-18808-Ljbffr
The Spa Concierge works to maintain the Spa's five-star standards. This position requires consistent adherence to policies and procedures of the department as outlined in the Biltmore Standard Operating Procedures (BSOP’S).
Responsibilities
Support company's philosophy and company culture through the use of "The Biltmore Legend" on a daily basis to ensure guest satisfaction.
Support the Spa Director's goals and relate guest feedback.
Ensure that the reception area is always tidy, clean, and fully stocked at all times.
Follow all company and department standards and procedures, as well as all standards as part of the leading hotels affiliation.
Ensure that a high standard of service is maintained throughout the spa, as seen in BSOP's.
Assist in the operations of all spa departments as required:
Front Desk
Relaxation & Locker Areas
Prep Area
Report any dysfunctional equipment to Spa MOD.
Maintain inventory of supplies for the operations of the spa reception as per the inventory calendar.
Attend daily, weekly, and monthly spa meetings as well as all training courses deemed necessary/mandatory.
Assist with various demonstrations, events, and trainings.
Maintain a high standard of appearance and personal hygiene in accordance with the employee handbook and spa specific grooming guidelines.
Act as a first impression, ensuring a warm and friendly welcome to all guests at all times. Greet all guests upon their arrival, give new guests tours of property and offer return guests proper recognition. Aim to give guests the best possible service and make each guest feel important. The interest of each guest is of paramount importance.
Oversee incoming and outgoing faxes, following up when necessary.
Answer/address all correspondence in a timely manner, including emails and voicemails.
Handle guest comments and concerns in a timely and appropriate manner, consulting a member of the leadership team when necessary.
Use the guest name appropriately and communicate it to spa colleagues and managers so that they can use it as well.
Communicate other necessary guest information with colleagues (i.e.: Birthdays, Anniversaries, Special requests.)
Guide guests through the booking process offering a personalized experience and customized recommendations by sharing their knowledge of spa services with the guest.
Proactively record guest preferences and anticipate needs, offering assistance with any reservation even if it doesn't pertain to the Spa.
Transition guests through a seamless journey throughout the day.
Show a professional attitude at all times, particularly with regard to punctuality, appearance, and general manner.
Organize appointment schedules to maximize use of time and profitability while ensuring that the guests' needs are of first importance. Recognizing the importance of "sales" in every aspect of their role and be responsible for achieving sales targets as set by the Spa Supervisor.
Perform opening and closing duties.
Understand the spa software, all treatments offered in the spa, and all retail products.
Prepare gift certificates & gift packaging.
Stay up to date on current spa trends.
Other duties as assigned.
Requirements
High School Degree and/or GED is required
Minimum one year hotel, spa, or hospitality experience preferred
Skills Required
Must be able to:
Speak, read, write and understand the English language.
Compute accurate mathematical calculations.
Provide legible communication and directions.
Perform job functions with attention to detail, speed and accuracy.
Prioritize and organize.
Think clearly, remaining calm and resolving problems using sound judgment.
Follow directions thoroughly.
Understand guest's service needs.
Work cohesively with co-workers as part of a team.
Work with minimal supervision.
Maintain confidentiality of guest information and pertinent resort data.
Use a computer keyboard and possess basic typing skills.
Possess moderate to advanced computer skills.
Work in a dynamic and constantly changing environment.
Adept to multitasking.
Physical Demands
Must be able to:
Move, lift, carry, push, pull, and place objects weighing less than or equal to 20 pounds without assistance
Stand, sit, or walk for an extended period of time or for an entire work shift
Reach overhead and below the knees, including bending, twisting, pulling, and stooping
Use, carry, and operate all necessary office equipment using finger dexterity.
Communicate with employees, managers, subordinates and guests through verbal communication, hearing ability, and visual acuity.
Visually look at a computer for extended periods of time.
Adapt to moderate temperatures in the hotel as thermostat is controlled by hotel environmental systems. Most work tasks are performed indoors.
Success Criteria
Team Player
Demonstrates co-operation within the team and with other departments
Listens carefully and works well with others
Has a positive influence on others in the team and clearly enjoys working with people
Guest Focused
Anticipates guests' needs and is sensitive to people from all cultures
Has a natural, warm smile and a friendly and passionate approach
Demonstrates confident, helpful and genuine behavior with internal and external guests
Delivers their Best
Has energy and sense of urgency for his/her work
Resourceful, makes things happen and looks for ways to work more efficiently
Always looks their best and acts appropriately (e.g. approaching guests, body language)
Composed
Able to stay calm under pressure
Demonstrates maturity and ability to cope with the unexpected
Never lets personal feelings interfere with delivering the highest standards
Trustworthy and responsible
Excellent records of attendance and punctuality
Is reliable and demonstrates the ability to work without supervision
Demonstrates a high level of personal integrity, honesty and trust
Time Management
Uses his/her time effectively and efficiently; values time, concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities
Makes decisions in a timely manner
Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees
Grooming All employees must maintain a neat, clean and well-groomed appearance per Biltmore Hotel standards.
#J-18808-Ljbffr