Job Description

The Lead Spa Desk Coordinator assists the Spa Director & Assistant Manager in managing the day to day spa operations to ensure delivery of superior customer service, achievement of high employee and member satisfaction and performance relative to Spa objectives. This position provides leadership, direction, and support to all coordinators and attendants. They will play an integral role in Membership development and retention and Club & Spa Operations. The Lead Coordinator is responsible for spa coordinator duties, spa attendant duties, assisting the Manager with payroll, group and bridal reservations, professional buying and inventory, and retail inventory. The Lead Coordinator will maintain the AAA Four Diamond standards.

The Spa Lead Spa Desk Coordinator will always conduct themselves in manner which supports the Core Values of Sunriver Resort: Trust, Open & Honest Communication, and Commitment.

He/She/They shall strive to deliver exceptional service to all internal and external guests at all times. In this role, they are responsible for exemplifying the Sunriver Resort Culture and actively supporting our Vision and Mission to be the destination of choice for our guests, owners, and associates.

Responsibilities

• Processes all invoices in a timely manner
• Processes Payroll and Commission for all associates of The Spa
• Assist Director of The Spa with Front Desk Schedules
• Assist Director of The Spa in monitoring associate time punches in Timesaver to ensure accurate payroll
• Works with Conventions Service Managers to accurately book and secure group and bridal reservations.
• Maintains strong knowledge of all spa services, including benefits and uses of each
• Assists Director of Retail with monthly inventory & variances
• Assists Director of The Spa with Purchase Orders for retail & professional products
• Maintains inventory of guest supply products and orders when needed (cups, shampoo, toilet paper, lemons, etc.)
• Answers incoming guests calls, book spa and club reservations, providing guest tours
• Assists in training new spa coordinators and attendants
• Assists and helps cover any desk needs or changes
• Sells membership benefits to potential members
• Gives club tour, highlighting all amenities, to potential members
• Assists in processing new membership paperwork
• Works on the desk as a Desk Coordinator or Locker Room Attendant when needed
• Assists with planning of member events such as Holiday Party & Summer Party, etc.
• Works with accounting to ensure accurate billing and payment for all members and guests
• Maintain all membership records including membership database and prepare monthly and year-end membership reports
• Makes schedule changes for spa therapists when Director and Assistant Manager are unavailable.
• Offers warm and sincere welcome/farewell for all guests of Sunriver Resort including use of guest name & good eye contact with each guest
• Handles guest’s recoveries in the absence of the Director and Assistant Manager.
• Attends appropriate resort and departmental meetings
• Contacts appropriate party, if necessary, when a guest problem is reported
• Resolves guest problems and is empowered to act in absence of manager
• Provides general resort information for guests
• Maintains records for all VIPs, special requests, etc.
• Ensure Club & Spa facility is clean, orderly, and well-maintained
• Submits work orders when needed.

Qualifications

EXPERIENCE & EDUCATION:

• High school diploma or equivalent
• Prior spa reservations experience preferred
• Prior hospitality experience preferred
• At least two years customer service experience required

JOB REQUIRMENTS:

• Must have strong computer skills
• Must be able to work well under pressure
• Must be able to work in a fast paced environment
• Must possess excellent communication skills
• Must be professional in appearance and demeanor
• Ability to work a flexible schedule that may include evenings, weekends and holidays
• Must have the ability to deal effectively and interact well with the guests and associates
• Must possess a current and valid OLCC servers permit and CPR card.

WORKING CONDITIONS:

• Can sit or stand as needed with intermittent periods of walking, can stand for entire shift
• Must be able to lift, carry push & pull up to 30 lbs. occasionally
• Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently