Job description

Front Desk Agent

Join our team: Westlake Village Inn & Spa is looking for a lead receptionist who shares a passion for excellence and who infuses enthusiasm into everything they do. This position has the opportunity to shape employee experience by providing exceptional knowledge and service in support of our spa.

As a Lead Receptionist, you will work closely with the Spa Operations Assistant to ensure the front desk is operating at the highest service standards by leading and motivating staff to achieve goals and exceed guest expectations.

General Responsibilities:

· Be on time for a shift and maintain a consistent, regular attendance record.

· Acknowledge and greet everyone who enters and leaves spa facilities.

· Answer the phone promptly, use the guest’s name throughout the phone conversation, operate the phone system accurately and efficiently.

· Assisting guests with questions regarding spa services and products.

· Accurately schedule appointments, change and cancel spa appointments.

· Notify staff members of any customer cancellations or the arrival of any unscheduled visitors.

· Ensure that the check-in and payment process is handled by company policy by processing cash, credit card and credit transactions accurately thus protecting the company’s assets.

· Actively promote the spa, treatments, services, sessions, and retail, as well as programs, promotions, and discounts available.

· Give tours of the spa facility.

· Maintain a clean, safe, fully stocked and well-organized work area.

· Maintain a positive attitude and contribute toward a quality work environment.

· Regularly attend, participate in, and support training and staff meetings for the spa.

· Ability to perform the duties of the Retail Consultant when needed.

· Assist in all areas of spa operation as requested by management.

· Conduct routine inventory count, and submit report to management

· Ensure all cash is accounted for every AM/PM and payments are balanced appropriately at the end of every shift

· Demonstrate positive leadership characteristics, which inspire front desk staff to exceed standards

· Address complaints and resolve guest problems in the absence of the Spa Front Desk Supervisor and communicate any occurrences to management

· Ensure that Spa Desk Supervisor is kept fully aware of any relevant feedback from guests and/or other departments

Desired Skills and Experiences:

· Must be detail-oriented and able to multi-task.

· Ability to be efficient and productive in a fast-paced environment.

· Must have enthusiasm and possess excellent customer service skills.

· Must possess basic math and money handling skills.

· Excellent communication, listening, and computer skills.

· Must have positive interpersonal and leadership skills

· Two years’ experience in the spa, guest services, front desk, or related professional area

· Ability to work flexible hours, specifically occasional nights, weekends, and holidays

Physical Demands:

· Standing

· Sitting

· Walking

· Lifting

· Carrying

· Reaching

· Handling

· Kneeling

· Crouching and Bending.

Note: Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Job Type: Full-time

Pay: $18.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Holidays
• Weekend availability

Supplemental pay types:

• Commission pay

Experience:

• Administrative Assistants & Receptionists: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Work Location: In person

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