Ste. Anne's Spa

Guest Services Agent Job Description - Drivers License required

_ Mission: To bring the power of healing through human touch to the world_

_ Goal: To provide every guest with an absolutely incredible and unforgettable experience_

_ Values: R.E.S.P.E.C.T._

_Reports to:_ Guest Services Manager David Salazar

Ext 1028

_Purpose of this position:_

This position provides guests with customer service so their stay is everything they want it to be and processes the administrative tasks in Maestro for the stay of each guest. This position also handles administrative tasks to support and coordinate the activities of other departments at the inn.

Key Objective # 1 - To be a service oriented professional offering a level of service corresponding to the CAA four diamond standards

Ø anticipate and respond to guest needs, be prepared for the needs of the guest by reviewing the daily report each day at the beginning of your shift

Ø ensure guest satisfaction, e.g. ask how their stay was, ask for feedback, listen to guest, contact a manager if needed

Ø be able to correctly answer questions about the property and facilities

Ø promote in house facilities and services

Ø be conscious of the language you choose to use and your facial expression. Positive framing is essential. When you are explaining something use a calm soothing voice. Tell guests what we can do for them not what we cannot do. Smile!

Ø follow up on guest needs after their stay such as lost and found, billing inquiries, loyalty program, receipt requests

Key Objective - To represent Ste. Anne's well by following staff conduct and dress code policies

Ø your hairstyle should be uncluttered, clean and professional, keep any facial hair trimmed and neat

Ø control body odor, e.g. bathe regularly, use deodorant

Ø maintain clean hands and fingernails. Fingernails must be trimmed and filed so there are no rough edges. Nail polish if worn should be a natural colour

Ø only use naturally scented perfume - no chemical perfumes, no visible tattoos, no visible body piercing, no nose rings and one earring per ear

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Maintain appearance of clothing:

Ø clean and pressed - no jeans or denim material clothing, no leggings. Slacks or skirts should be dark, skirts and shorts must be no more than 2 inches above the knee

Ø wear your uniform shirt, neatly pressed

Ø your Ste. Anne's name tag must always be worn and visible

Ø shoes should be clean, black and in good condition - must be soft-soled dress or semi casual (no beach sandals). Must be certified non-slip safety shoes, open toed shoes are not permitted

Ø maintain good stance and presentation, stand upright, have good posture, keep hands out of pockets, do not lean on counters or walls

Key Objective - Maintain professional conduct

Ø punch out for breaks

Ø refrain from inappropriate fraternization with guests

Ø follow rules and have permission for use of facilities, services, meals, drinks, etc., use proper parking

Ø use privileges and discounts according to guidelines

Ø refrain from drinking, chewing gum or eating in front of the guests

Key Objective - To provide information and location on amenities, services and facilities

Ø explain locations of and or take them to the dining room, beverage fridge, spa waiting room, reception room, hot tubs, pool, walking trails, steam rooms, locker rooms, washrooms, telephones, guest computer, common rooms, aftercare centre, offices, wellness pavilion, Maison Sante, WI-FI

Ø Explain and make available the following services:

Ø Spa treatments

Ø Wellness programs

Ø Ste. Anne's and Skin Nourishment sample experiences

Ø Fax and photocopy services

Ø Laundry services

Ø Room service

Ø Luggage service

Ø Limo service

Ø Shuttle service

Key Objective - Handle guest concerns

Ø determine nature of concern by obtaining facts, e.g. time and place

Ø listen to and empathize with guest

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Ø acknowledge concern, apologize for any inconvenience, thank guest for voicing concern, remain impartial, e.g. do not agree or disagree

Ø investigate the facts, identify possible solutions, ask for guest input, consider available resources, select and follow through on the best alternative to satisfy guest and notify guest of action to be taken

Ø if unable to handle concern refer to supervisor or appropriate manager

Ø follow up, ensure concern has been resolved

Key Objective - Follow emergency procedures when required

Ø determine nature of emergency

For minor accidents:

Ø empathize with victim

Ø do not make a statement about liability

Ø attend to immediate needs

Ø document details on an accident report and submit to Human Resources

For medical emergency:

Ø remove immediate danger, if possible, e.g. attempt to control bleeding

Ø telephone 911 or emergency personnel

Ø document on an accident report and submit to Human Resources and supervisor for follow up

Ø if necessary report to Health and Safety Committee to investigate

Ø complete the turndown requirements

For fire:

Ø follow prescribed emergency fire response procedures

Ø activate alarm

Ø notify fire department

Ø obtain most current copy of guest list

Ø follow instructions of emergency personnel

Ø assist with building evacuation

Ø answer guest enquiries

General:

Ø have a basic knowledge of building functions to identify problems and trouble shoot solutions

Key Objective - Provide any service or assistance that a guest may require

Ø assist with the storing and retrieving of luggage

Ø monitor lost and found items being turned in

Ø ensure safety and security of guests and their belongings

Ø be able to offer tourism information and remain informed on local events and attractions

Ø process special food requests

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Ø be informed about the operations of all departments and be prepared to trouble shoot problems as they arise

Ø book spa and wellness services

Ø update guests on account balances

Key Objective - To process the administrative tasks in Maestro for the stay of each guest

Ø add products to spa folios

Ø add other charges ie. room service, cheese tray, meals a la carte

Ø change guest details, correct address, get phone number and email address, add birth date if they wish, separate accounts if requested

Ø settle folios from guest purchases. Take payments for products, gift certificates, other charges related to a reservation

Key Objective - To handle administrative tasks to support and coordinate the activities of other departments in the inn

Ø prepare and print the daily report from Maestro and Data Link, combine report in Word

Ø handle incoming calls directly or by forwarding them to the appropriate person or department

Ø take incoming calls before and after sales hours

Ø update daily weather

Ø turn on the music at the beginning of each day

Note - Any other task as directed by the General Manager and/or Owner

Direct reports - none

Relationships with - all

Training - Service Excellence, Safety Training, First Aid and CPR, Emergency Procedure Training

Experience - two years of experience in the hotel or spa industry

Job Type: Full-time

Pay: $20.60-$21.00 per hour

Expected hours: 40 per week

Benefits:
Dental care
Disability insurance
Employee assistance program
Extended health care
Life insurance
On-site gym
On-site parking
Paid time off
Profit sharing
Store discount
Vision care
Wellness program
Flexible Language Requirement:
French not required
Schedule:
8 hour shift
Day shift
Evening shift
Weekends as needed
Supplemental pay types:
Overtime pay

Experience:
Customer service: 2 years (preferred)

Licence/Certification:
Canadian Citizenship or Canadian Work Permit (required)
Drivers Licence (required)

Work Location: In person