GENERAL SUMMARY
This position is responsible for welcoming guests and creating a positive first impression, booking appointments, and maintaining a clean and inviting reception area. Associates are responsible for providing exceptional customer service, creating an environment of hospitality and luxury, and consistently demonstrate a positive and professional attitude.
Our Culture
Our unique culture is at the heart of all we do and is guided by our values and behaviors. It’s what we expect of ourselves and each other every day. We call it our “Code of Culture”.
Our Code of Culture includes Our Mantra, Our Actions We Live By, and Pete’s Promise:
Our Mantra:
Respect The Past
Accept Responsibility
Pay it Forward
Our Actions We Live By:
Actions We Live By. It’s who we are when we step into our full power.
Keep It Real. Always. We need open and honest discussions. We need courage to speak up and to call things out that aren’t good enough. And we navigate tough conversations with empathy and grace.
Think Ahead. Be An Owner. Always be proactive, not reactive; be on the front foot. If we want to be an owner of this business, we must act like it!
Stay Humble. Hustle Harder. Show up and do the hard work. Be a gritty, roll-up-your-sleeves kind of crew. Know it’s never about one person–we are a part of a powerful team.
One Team. One Voice. Be ONE united team. When we move in the same direction, there are no limits to what we can accomplish.
Be Curious. Ask Why. Stay member curious. We seek to understand, and we never settle. We ask questions to truly understand the core of a matter.
Pete’s Promise:
Service Forward
Ruthlessly Consistent
Do the Right Thing
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
PRIMARY JOB FUNCTIONSCustomer Service
- Greet members and guests upon arrival
- Check guests into the Spa & direct them where to go for appointments
- Book appointments, provide information about Spa and services
- Deliver exceptional service experience to members, guests, and Associates with a goal of retaining guests for repeat business
Reception Desk Oversight
- Operate cash register
- Process payments
- Manage/handle cash and balance cash drawer each shift.
- Perform opening and/or closing duties, as required
- Answer and transfer phone calls
Cleanliness
- Assist in maintaining the cleanliness and stock levels of spa lobby, retail displays and Relaxation Room
- Assisting with Laundry duties
Communication and Relationships
- Communicate timely and follow up, as appropriate
- Provide membership sales team with guest/prospect lead contact information
- Active participation in required events, required programs, required meetings and required trainings
OTHER JOB FUNCTIONS
- Flexibility in work schedule, as job may require day and evening shifts, weekends and holidays
- Maintain cleanliness of Relaxation Room and stock level of items
- Assisting with Laundry duties
MINIMUM QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each primary job function 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.
SKILLS & KNOWLEDGE
- Policies and Regulations — Knowledge of company polices.
- Written Comprehension and Expression — Ability to read, understand and communicate information and ideas in writing so others will understand.
- Oral Comprehension and Expression —Ability to understand and communicate so others can understand ideas and information.
- Computer – Ability to utilize spa software program and email communication software, such as Microsoft Outlook.
EXPERIENCE & EDUCATION
- At least one year experience in the hospitality industry or related service position preferred.
WORKING CONDITIONS/ PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- This position deals with outside personnel such as members and guests on a regular basis with contact in various forms such as in person, phone and email.
- It is sometimes necessary to deal with unpleasant or angry people with the need to problem solve difficult situations.
- Standing is as needed.
JOB DESCRIPTION REVISION
This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with this job. While this job description is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change. This job description replaces all previous descriptions for this position.
The Bay Club Company ("TBCC") provides equal employment opportunities without regard to race (and all traits historically associated with race, including but not limited to, hair texture and protective hairstyles), color, religion, creed (including, but not limited to, religious dress and grooming practices), sex (including pregnancy, childbirth or related medical conditions, and breastfeeding, and other related medical conditions), sexual orientation and identity, gender, gender identity, gender expression, actual or perceived national origin/ancestry, accent or ability to speak English, age, disability, marital/familial status, source of income, veteran status, citizenship status, political activities or affiliations, medical condition, genetic information, persons with AIDS or AIDS-related condition, or persons who are victims of domestic violence.
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