Job Description Summary

This position will require flexible hours most holidays and weekends and both shifts. Direct oversight of entire front desk, locker room attendants, and provider along with staff scheduling, annual job reviews, guest appeasement. Responsible for personal bank and cash handling, scheduling of client appointments. Supervision of any refunds and issuance of all gift cards. Cover shifts when others are not able. Works with team to increase revenue in upsells in services and retail. Reports directly to manager and/or director.

Essential Duties and Responsibilities (other duties may be assigned)

• Deeply invested in the Forbes 5-star standards and the ACE initiatives.
• Greet guest with a smile, eye contact and use surname.
• Ensure that the guest has a full understanding of the service and is comfortable with the process verifying appointments and times.
• Interact with guests in a friendly, service-oriented manner.
• Regularly check computer for service openings throughout the day being aware of what needs to be sold and looking to prevent mishaps as well as balancing of books.
• Inform manager of unsafe equipment, practices or guest reactions and resolve.
• Refrain from discussion of politics, salary or company information in public areas.
• Arrive for your shift in uniform, looking clean and professional. Hair must be neatly styled and kept. Professional appearance must be of a conservative nature.
• Attend all scheduled staff meetings.
• Read departmental memo book daily, as you will be held accountable for knowing that information.
• Understanding and ability to perform department opening and closing procedures.
• Efficiently and accurately check-in guest, verifying appointments and times.
• Handling guest complaints and problem solving as necessary.
• Maintain accurate cashiering and bank responsibilities.
• Promote sales of treatments and retail spa/fitness products with a priority to up selling and suggestive selling to guests.
• Communicate supply needs to spa manager in writing.
• Knowledge and ability to process gift card purchases.
• Problem solving for guest’s or provider staff in taking care of a service.
• Answer telephone with proper, courteous identification greeting within three rings.
• Scheduling individual services for guests with accuracy and consistency using individual log in.
• Consistently ask each guest if either a male or female therapist is acceptable to him or her using the appropriate script as assigned by spa manager.
• If applicable present your bank to manager/supervisor at the end of each day for auditing.
• Accurately and completely handle all cancellations while enforcing cancellation policy.
• Assist in fitness center or pool cabana when needed.
• Ensure that staff is relieved for mandatory breaks and lunch periods. Coordinate all necessary break coverage.
• Assist at various spa stations inside of the women’s/men’s spa.
• Create weekly schedules for spa team and women’s/men’s spa tech staff and have approved by manager. Meet posting deadlines as required.
• Act as manager on duty in Spa Manager/Spa Director’s absence
• Attend pre-cons and handle group bookings with correct billing procedures, bookings and maximizing sales
• Oversee spa front desk, attendants and PM cleaners – assuring a positive and productive work environment
• Problem solve and handle any guest situation that arises at the front desk
• Schedule spa front desk, providers, attendants and PM cleaners to meet budgetary guidelines and guest demand
• Train and develop spa front desk – assuring smart bookings and accurate accounting procedures
• Refrain from becoming involved in or in any way participating in gossip or any other inappropriate discussions.
• Confidentiality must be maintained at all times.
• Perform requested duties of Spa Manager as needed.
• Provide excellent guest service to both guest and internal clients.
• Must adhere to all Tribal Ordinance, Regulations, and the ACCRM, and the spa at Sec-he System of Internal Controls, and Standard Operating Procedures.

Supervisory Responsibilities

Co-management of a staff of approximately 40 team members.

Front Desk Supervisor

Floor Monitor/Trainer

Fitness Front Desk

Access to Sensitive Areas and Information

As per the AGCG Access Matrix

Signatory Ability

HR Related Forms

Gift Certificates

Complimentary coupons

All forms necessary for Spa Operation

Refunds in InfoGenesis

Required Education and/or Experience

• High School Diploma, GED, or equivalent combination of education and experience
• 2 years Spa costumer and operations experience preferred.
• Cashier, computer, hotel/spa experience preferred. Required.

Working Conditions/Physical Demands

To perform this job successfully, the individual must me able to stand, move and work throughout the office area and properties, including walking up to 1 ½ mile, climbing stairs and sitting at a desk/work station for the duration of the shift. Also may be subjected to a smoke filled environment.

Typically the individual will be housed in an office environment. The noise level in the work environment is usually moderate, but will escalate when located in the casino environment. Must be able to grasp, bend, lift and/or carry or otherwise move goods weighing a minimum of 25 lbs. on an intermittent basis, and sufficient dexterity of hand in order to use office equipment including, but not limited to: a computer keyboard, calculator, general office equipment and multi-line telephone.