Job Description

Why us?

The Hotel Landing is the premier luxury lakeside destination in the Upper Midwest, where every experience is thoughtfully curated and every guest interaction is defined by discretion, personalization, and impeccable service. We are passionate about creating moments of elegance, authenticity, and lasting memories—combining refined hospitality with a welcoming, service-driven culture. Our team is committed to excellence, innovation, and building relationships that elevate both our brand and the experiences we deliver.

Supervise all areas of Spa operations in the absence of the Spa Director. Ensures Spa operates efficiently and associates create memorable experiences for spa guests. Responds in a professional and courteous manner to arriving, departing, in-house guests and members by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding spa reservations, club information and guest concerns.

Responsibilities

• Supervise associates in front desk, massage and estheticians to ensure an optimal level of service and hospitality is provided to all members and guests.
• Train, direct the work of, resolve issues/problems and coach the front desk team members to ensure a quality operation.
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Completes established check-in procedures for arriving guests/members and facilitates the checkout procedure.
• Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise spa charges upon check-out and maintain accurate hotel records.
• Courteously and accurately answers inquiries from potential guests/members and schedules spa reservations. Uses suggestive selling techniques to up sell services and retail.
• Maintains good customer relations by using guest name throughout interactions, by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by spa bank agreement policy.
• Maintains clear and concise communication with leadership team and management regarding any occurrences involving associates, guests or members that require attention.
• Support retail department by verifying incoming orders, adjusting inventory levels in Envision and regularly stocking, cleaning, and ensuring a presentable retail area.
• Responsible for ordering office supplies, complimentary guest supplies and operating supplies according to budgetary guidelines.

Qualifications

Education/Formal Training

High school education or equivalent experience.

Experience

1 or more full years employment experience in a related position with this company or other organization(s) in a leadership role.

Knowledge/Skills

• Requires understanding of all hotel front office procedures.
• Requires high school graduate level mathematical aptitude and knowledge of standard cash handling procedures and computerized cash register systems.
• Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
• Requires knowledge of company/hotel policies and procedures and the ability to determine course of action based on these guidelines. Requires supervision/management skills.
• Ability to communicate information and hotel services to management and guests. Second language may be required.
• Excellent speech communication skills required for continual interaction with guests. Frequent use of phone.
• Must be able to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Continuous standing 90% of time -communicating with guests.
• No climbing required.
• No driving required.
• Lifting up to 50 lbs. guest luggage and retail inventory; limited.
• Pushing up to 50 lbs. bell cart; limited. Pulling up to 50 lbs. bell cart; limited.
• Carrying up to 25 lbs. guest luggage; limited.
• Continuous standing -80% of shift.

Environment

Prolonged standing at indoor, thermostatically climate-controlled work station under florescent lighting. Work inside 95%.

Benefits

At Sage we create a culture of belonging. Our team members serve with creativity, and passion. Sage associates execute unforgettable experiences and take pride in our communities. We set new standards in hospitality.

The Perks:

• Sage Hotel & Restaurant Discounts across the US

• Paid vacation, sick and holiday pay

• Medical, Vision, Dental Insurance

• 401k

• Convenient Location

• Free Shift Meal

• Complimentary Parking