Job Description

Guest Relations:

• Welcome and acknowledge each and every guest with a verbal greeting, using the guest's name when possible. Upon departure, Thank guests and provide a fond farewell.
• Creating personalized reservation experiences for guests based upon their individual needs, planning for wellness Journey classes and/or Spa bookings.
• Actively listen and respond positively to guest questions, concerns, and requests.
• Displays warmth, care and genuine enthusiasm when dealing with guests, team members and leadership. Anticipate guest service needs, acting on them when possible.
• Promote and sell spa.
• Resolve guest situations.
• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines.

Communication:

• Answer telephones using appropriate etiquette and luxury verbiage.
• Provide clear, concise communications.
• Handle sensitive issues with guests with tact, respect, diplomacy, and confidentiality.

Scheduling:

• Schedule services for individuals using Book4Tiime reservation software.
• Complete confirmation calls & reviews of guest itinerary.
• Check-in guests for appointments.
• Advise providers of last-minute changes or additions to the schedule.
• Provide general spa orientation to guests upon arrivals, such as the location and use of locker rooms, lounge areas, and amenities.  

Payment/Cash Handling:

• Obtain and process guest payments for spa.
• Verify payment authorization for checks and credit cards.
• Process adjustment vouchers, correction vouchers, and miscellaneous charges.

JOB REQUIREMENTS:

Physical Tasks:

• Stand, sit or walk for an extended period of time or for an entire work shift.
• Occasionally lift 25lbs.

Policies and Procedures:

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Follow company and department safety and security policies/procedures to ensure a clean, safe, and secure environment.
• Report work-related accidents, or other injuries immediately, upon occurrence, to the manager/supervisor.
• Stay in compliance with the dress code by keeping a neat, clean, and tidy appearance.
• Maintain cleanliness/orderliness/ambiance of Spa.

ESSENTIAL COMPETENCIES:

Interpersonal Skills:

• Proactive Guest Service.
• Team Work.
• Diversity Relations.

Analytical Skills:

• Learning.
• Computer Skills.

B enefits of working with us.

• The Boulders is a Hilton property with many amazing benefits:
• Employee rates, discounts on food/beverage, and room to grow and develop are just some great things to look forward to as a team member.
• We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, gender, veteran or disability status.

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