Eforea: Spa At Hilton

Markham, ON

Our Concierges are often the first and last point of contact for Spa clients, and as such, must demonstrate exceptional customer service skills and present a professional demeanor at all times. The Concierge Supervisor is a leader of the Concierge team and is the point person in communicating the Spa’s philosophy and vision to the customer when Management is unavailable. A Concierge Supervisor interacts with all members of the Spa team and provides support to service providers and management, and leadership and guidance to staff. A Concierge Supervisor strives to create a unique spa experience in a warm, comfortable environment for each guest at the Spa and endeavors to resolve client concerns as they arise. The Concierge Supervisor must simultaneously deliver the highest level of customer service to our guests while maintaining strict operational standards and constantly pushing sales. Overseeing all spa services and generating incremental revenue opportunities through cross-selling and up-selling other Spa services are integral responsibilities of this role. This is a high visibility role. Responsibilities: § Oversee the Concierge function and Attendants on duty § Provide leadership for Concierge staff when required or assigned by Management (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans) § Responsible for training and maintaining service standards for Concierges in front desk/reception customer service procedures and selling techniques § Assist Spa Director/Operations Manager in maintaining a competent and motivated team, creating a learning environment to maximize productivity, skill development and staff retention § Coach Concierge and Sales Team on up-selling and selling techniques § Act as “Manager on Duty” as required § Exercise yield management duties on a daily basis regarding appointment bookings and provider schedules, maintaining work schedules for efficient and effective maximization of staff schedules § Monitor timely services and transitions of guests and staff § Provide facility tours as requested and enthusiastically promote all other services and facilities of the Hotel and Spa § Ensure the execution of promotional and merchandising programs as set by the Spa § Attends meetings as required § Generate reports as required § Accurately check out spa clients in POS and reiterate the home care recommendations made by service providers § Maintain visual standards, including merchandise presentation, signage, lighting, and general maintenance § Responsible for maintaining Cash Float and performing cash handling duties on a daily basis, including supervising the Cash Floats of Concierge § Communicate all client concerns to the Spa Director/Operations Manager, keeping records of guest incidents and concerns related to guest satisfaction and guest services § Manages and effectively executes guest recovery situations for the Spa § Inspects all guest areas of the Spa for cleanliness according to Spa standards on a daily basis – reporting any concerns to the appropriate departments, i.e. Aesthetics, RMT, Housekeeping and Maintenance § Understand all Spa services, treatments and classes offered and is able to explain each and sell to clients in a clear precise manner § Communicate and suggest programs and services appropriate for guest’s needs; identifying and maximizing opportunities for sales (e.g., cross-merchandising, sampling, suggestive selling) § Assist as necessary in answering reception phones and booking spa service reservations using professional phone etiquette and according to Spa standard operating procedures § Understand and keep up to date on all Spa systems § Accurately enter client contact information into SpaSoft database from consent forms § Assist other members of the Spa team in ensuring that each client has a seamless and enjoyable spa experience (e.g. order room service, offer beverages, etc.) § Arrive for all shifts 15 minutes early and in proper attire as outlined in the Employee Handbook Job Requirements: · Minimum 2 years supervisory experience in a luxury hospitality/Spa environment · Minimum 2 years direct sales experience in hospitality, retail or spa an asset · Basic accounting skills · Strong computer skills (Microsoft Office) · Experience with SpaSoft an asset but not necessary · Extremely strong scheduling skills · Must be detail-oriented, able to multi-task with a sales driven attitude and entrepreneurial outlook · Excellent communication skills (written and verbal) · Leadership and sales coaching abilities · Willing and able to provide exceptional customer service, with the ability to make decisions while remaining positive and flexible · Able to work with minimal supervision and prioritize · Must be responsible and accountable for own and Concierges’ actions · A “lead by example” attitude is required · Proficiency in Cantonese or Mandarin an asset