VERVIEW/BASIC FUNCTION:
To fulfill the needs and requests of guests. To be available and ready to help guests and co-workers when
needed. Assure the following areas are always clean and tidy: spa, locker rooms, public areas, gym, and pool.
Responsible for monitoring wellness facilities ensuring positive and friendly customer relations. Observes all
activities within assigned areas offering assistance and instruction to guests/visitors.
RESPONSIBILITIES:
• Maintain complete knowledge of and comply with all departmental Rosewood policies/service procedures/standards following Forbes/LQA standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly, and acknowledge all guests.
• Always maintain positive guest relations.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Follow proper Spa opening/closing procedures.
• Be familiar with all hotel packages, promotions, prices, and rates.
• Set and maintain Water/Tea Stations and amenities needed for proper operations.
• Greet Guests, offer welcome tea when in relaxation area.
• Maintain knowledge of Hours of Operation, Reservations, Rentals, Fees, Products and Merchandise.
• Offer support to Spa front Desk escorting guests to locker room.
• Assist guests with Fitness Center Equipment.
• Maintain Towel/Linen Supply, Locker Rooms, Massage Rooms, Fitness Center and Pool Area.
• Monitor Guest Safety.
• Maintain and replenish Soap Dispensers and Paper Supplies.
• Practice Loss Prevention.
• Maintain and follow OSHA Regulations/MSDS
• Deliver, store, and inventory linen.
• Maintain logbook.
• Document maintenance needs on work orders and submit to Manager/Assistant Spa Manager.
• All other duties as required.
QUALIFICATIONS:
• Experience: Minimum 1 year experience in a luxury spa environment, preferably within a luxury hotel. A
background in fitness education and/or health related discipline is an asset.
• Education: High school diploma. Diploma or degree in a related field, or equivalent vocational training
certificate, CPR certified.
• General/Technical Skills: Ability to:
· Perform job functions with attention to detail, speed, and accuracy.
· Prioritize, organize, and follow up.
· Be a clear thinker, remaining calm and resolving problems using good judgment.
· Follow directions thoroughly.
· Understand guests service needs.
· Work cohesively with co-workers as part of a team.
· Work with minimal supervision.
· Maintain confidentiality of guest information and pertinent hotel data
Physical Requirements: Must be able to exert physical effort in transporting 10-15 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.
