Opportunity
Spa Receptionists provide 5-star service to spa guests during arrival/departure, are able to effectively process point-of-sale/cash transactions and have a high level of knowledge of spa treatments and offerings in addition to resort businesses/activities at all spa locations.  Spa Receptionists are also responsible for maintaining positive, professional relationships with spa staff.  Spa Receptionists must have excellent communication skills (in person and over the telephone), have the ability to multi-task and have computer/technology abilities.
The Spa Receptionist Coordinator is responsible for meeting all Spa Receptionist requirements in addition to supervising the Spa Receptionist team. 
 SPECIFIC RESPONSIBILITIES:
1.    Able to consistently provide service and maintain cleanliness standards at a Forbes 5-Star level to preserve our rating. 
2.    Completion of KWS DESIGNing for 5-Star training
3.    Responsible for providing feedback and re-training staff as needed to ensure Forbes 5-Star standards are being maintained by staff
4.    Hold staff accountable for all policies, procedures and SOPs
5.    Create/maintain scheduling for Spa Receptionist team
6.    Work closely with accounting and other resort functions to problem solve and/or resolve guest billing questions
7.    Property Management System super-user (and related systems) to correctly process transactions, complete orders, accurately book/edit spa treatments and efficiently manage system to optimize spa bookings
a.    Reservation specifications:
                                          i.    Must meet all Forbes 5-Star requirements with reservation process
                                         ii.    Ensure accuracy of all reservations
                                        iii.    Maximize availability utilizing therapists and resources to full capacity
8.    Responsible for maintaining cash handling policies including change in the safe, cash recycler compliance, etc.
9.    Support all spa retail activities outside of retail team hours
a.   Recommend and educate guests on all retail items (Phytomer, Skin Authority, Naturopathica, Signature Products, Aromatherapy Associates, SpaRitual, Saltability, Moroccanoil, Bumble & Bumble, Jane Iredale, Coola, Sonoma Lavender, Ambre, NuFace, etc)
b.   Process all retail transactions paying special attention to attaching therapist names to sales for commission purposes
c.   Package all retail purchases to guest demand
10.  Knowledge of spa treatments, spa policies, spa amenities, food & beverage and overall resort options and ability to communicate with our guests
a.    Knowledge of all 90+ treatments available outside of menu descriptions
b.    Complete understanding of all health related contraindications associated will all treatments
11.  Receive guest feedback/complaints and resolve any guest/staff issues as they arise without supervision
12.  Enforce spa policies (service requirements, age restrictions, guest behavior, etc.) with no supervision/support to maintain a relaxing spa atmosphere
13.  Maintain facility safety, cleanliness and guest amenity standards with 20-minute walk thrus
a.    Replenish guest amenity items including Spa Crisper Bars, Coffee, Hot Water, Creamer and Infused Water (including AM recipe for Cucumber Water and Seasonal Options) for both upper level public spaces and Finishing Spa
b.    Ensure full upper level cleanliness
                                          i.    Remove debris from floors paying special attention to front doors
                                         ii.    Mop/dry marble floors as needed especially in the Winter months making note of salt shoe prints
                                        iii.    Clean public restroom including toilet, sink and mirror and replenish toilet paper and hand towels
                                       iv.    Wash reusable plastic cups and replenish
14.  Act as spa evening and weekend day MOD when scheduled to be able to immediately address any guest or staff needs
15.  Coordinate and lead monthly/as needed front desk clerk staff meetings to ensure clear communication with staff
16.  Participate on Kohler Waters Spa Operations Team
17.  Create and maintain front desk SOPs
18.  Conduct annual performance reviews with front desk team
19.  Continual review of Kenexa survey results with clear action plans in place to address staff feedback
20.  Attendance at spa events, flexibility in scheduling, attends continuing education opportunities (as appropriate) and monthly staff meetings as communicated by supervisor to ensure satisfactory guest experiences and personal growth & development
21.  Assists in the training of and acts as a mentor to new guest services associates  
22.  Cross-trained in the Spa Attendant area and able to assist as needed
23.  Adherence to Forbes and Kohler H&RE grooming standards
24.  Support of spa food & beverage operations including obtaining of servicing license to uphold liquor safe handling requirements
a.    Includes preparing and serving food & beverage times outside of café hours
b.    Maintain cleanliness of Spa Café kitchen outside of café serving hours (wash dishes and put away all ingredients)  
Compliance with Kohler Company attendance policy, safety standards and spa SOPs to create a safe and engaging work environment for all