Spa Receptionist - Encore Boston Harbor

The Encore Boston Harbor Receptionist – Spa will be responsible for providing professional and courteous service to each and every spa guest when scheduling guests for spa treatments, welcoming guests into the spa facility and processing payments for services. This includes, but is not limited to: adhering to all processes, and all Encore Standards; and ensuring excellent guest and team member experience. 

JOB RESPONSIBILITIES:  

• Adheres to all Encore Boston Harbor core values, property standards, and department standards. 

• Actively contributes to the departmental performance.   
• Delivers and maintains a maximum level of property-wide service and satisfaction. 
• Keeps informed of all new developments within the department.

• Effectively maintains internal and external guest relations, which may require levels of patience, tact and diplomacy.
• Manages multiple priorities simultaneously and meets deadlines, often in stressful and high-pressure situations.

• Understands and well versed in the resort, hotel features and services including all outlets, hours of operation, activities and events available to guests. 
• Ensures the Encore standards of cleanliness and appearance for all areas. 
• Reports accidents, injuries and lost and found items immediately in compliance with company and department policies.
• Awareness of guest experience at all times, smiles and makes eye contact, communicates professionally.
• Provides accurate, appropriate and immediate responses to guest requests, ensuring complete guest satisfaction while anticipating their needs.
• Assists in guest recovery situations to ensure guest service and communicates with leadership team as needed. 
• Maintains an alert and welcoming posture while acknowledging all guests with enthusiasm and professionalism while providing the highest level of guest service.
• Effectively communicates with peers and leadership team and ensures all pertinent information is shared.
• Accurately assists guests with check-in for spa reservations and spa access.
• Accurately schedules spa appointments via telephone reservation or in person.
• Maintains relevant knowledgeable on all spa treatments and salon services offered and can actively suggest services to maintain sales while following Forbes standards.
• Accurately receives payment of services and properly accounts for all transactions and monies.
• Reconciles daily sales, deposits and invoices as outlined in department policy.
• Assists peers, guests, other departments or leaders at all times.
• Keeps all areas of the spa including storage areas, back of house, staff break room and dispensary clean and organized while following safety guidelines
• Ensures product and supply inventories are replenished and maintained daily. 
• Ensures all maintenance and equipment challenges are reported in a timely fashion to spa leadership team
• Able to assist in the fitness area by ensuring equipment is maintained and being available for guests

• Works with safety as a priority, and follows department and company safety standards.
• Maintains relevant knowledge of industry through continuing education and training.
• Performs any other job-related duties as assigned.

JOB REQUIREMENTS: 

To perform this job successfully, an individual must be able to perform each job responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Age, Gaming and Certifications:

18 years of age or above.

Will be required to obtain and maintain registration or a license issued by the Massachusetts Gaming Commission.

Must be able to obtain and maintain any licensing or active work cards required, including but not limited to the Food Manager Certification. 

Education and/or Experience: 

High school or equivalent degree required.  Bachelor’s Degree in a related field or equivalent experience preferred.

Minimum of 1 year experience in a demanding high volume luxury Spa/Salon environment or luxury hotel/resort front desk experience preferred.

Requires general computer skills and basic knowledge of Microsoft Office.

Must possess outstanding organizational, interpersonal, and administrative skills, as well as excellent attention to detail.

Language Skills:

Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents.  Ability to respond to common inquiries from other employees or guests. Fluency in English required, second language a plus. Ability to write detailed instructions and correspondence.  Ability to effectively present information in one-on-one and group situations.

Mathematical Skills & Reasoning Ability:

Ability to compute basic mathematical calculations. Ability to decipher various reports and maintain reports upon request.

Physical Demands:

The physical demands described here are representative of those that must be met by the Team Member to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls. The employee is occasionally required to reach with hands and arms, and to sit, climb or balance, and stoop, stretch, bend, kneel, crouch, or crawl.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Essential responsibilities include moderate physical ability such as lift or maneuver at least thirty (30) pounds, and varied instances of standing/walking. 

Work Environment:

The work environment characteristics described here are representative of those that exist while Team Members are performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is typically moderate.  When on the casino floor or some back of house areas, the noise level increases to loud. Must be able to interact with internal and external guests in a professional manner.
• Due to the unpredictable nature of the hospitality/entertainment industry, Team Members must be able to work varying-schedules to reflect the business needs of the property.

Wynn Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Wynn Resorts does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.