Lead Guest Service Ambassador
20 days ago
Fort Myers
Job Description COMPANY OVERVIEW The Aquagene Spa at Pink Shell Resort, a full-service resort in Fort Myers, Florida, is on Estero Island, surrounded by the Matanzas Pass on one side and the Gulf of Mexico on the other. Pink Shell has evolved from a single cottage built in 1950 to an expansive 12-acre beach resort and marina. While we have grown, our values remain the same—to provide an unparalleled oceanfront escape for families and friends to make memories that last a lifetime. We make our guests feel like family by providing a fun and memorable beach escape, with unmatched attention to detail. The only thing we overlook is the beach. JOB SUMMARY The Lead Guest Service Ambassador is responsible for welcoming guests and providing comprehensive and professional guidance on all spa services, treatments, packages, and retail products to create a seamless luxury spa experience. Also responsible for scheduling and booking of appointments by phone and in person, as well as retail sales, payment processing and checking in and checking out of all guests in a professional manner. Also exceeds expectations by assisting guests throughout their spa visit and maintaining a clean facility environment, including the spa, locker rooms, and reception area, with an emphasis on oversight of back of house GSA team. Effectively communicates with guests to understand their needs and areas of concern, while maintaining a high level of customer service standards. ESSENTIAL DUTIES • Interact cooperatively and professionally with guests and spa team, demonstrating respect, sensitivity, and attentiveness, following all company guidelines., • Greet guests warmly, providing tours of the facility and informing guests of available amenities, using professional verbiage and etiquette., • Responsible for booking and confirming all spa and salon appointments accurately and professionally, based on guest preferences., • Provide guests with thorough descriptions and guidance on all spa services, treatments and retail products and spa amenities., • Manage guest check-in and checkout processes, ensuring accuracy and guest confidentiality., • Promote, sell, and up-sell spa services, packages, and retail products to guests., • Responsible for all aspects of cleaning the spa facility, lounges, and retail area throughout the day, including, but not limited to:, • Thoroughly clean sinks, toilets, urinals, mirrors, glass, countertops, walls, vents, windowsills, equipment and floors throughout the spa/fitness center., • Pick-up and return loose equipment to designated area throughout the day., • Mop, scrub, wax, shampoo and spot clean carpeting and floors., • Empty trashcans and dispose bulk garbage in designated bins throughout the day., • Clean and maintain all fixtures, woodwork, walls, and windows, as well as additional parking lot cleanup, as needed., • Vacuum throughout the day, moving furniture and equipment, as needed., • Dispose of all soiled laundry in designated bins throughout the day., • Ensure all fixtures and equipment are in working order, reporting any deficiencies., • Daily set up of food and beverage stations, replenishing and maintaining Spa pantry and snack display, as needed., • Manage inventory and stocking of all spa lockers, including linens, robes, and locker room amenities., • Ensure Guest Service Ambassadors consistently deliver exceptional service by utilizing training materials for new and existing protocols, monitor performance, document compliance with service standards and policies, and motivate team for success., • Ensure Guest Service Ambassadors are monitored and informed of treatments, groups, and other promotions., • Ensure Guest Service Ambassadors maintain a clean and orderly presentation of all retail items., • Assist with retail inventory., • Ensure Guest Service Ambassadors are responsible for their bank and proper procedures required thereof., • Ensure the Guest Service Ambassadors maintain safety, sanitation, and disinfection standards, properly clean and sanitize products, rooms, tools and equipment, following State Governing Boards requirements and guidelines., • Assist Spa Leadership with Guest Service Ambassador schedules, as needed., • Assist Spa Leadership in spa team performance evaluations and reviews., • Assist with completing inventory, ordering, and end of month reports., • Responsible for participation in quarterly department meetings., • Assist Spa Leadership with interviews, hiring process, onboarding, and training., • Reconcile guest challenges and communicates complaints or maintenance issues to Spa Management., • Provide customer service to guests, including information about hotel services, activities, and directing guests to other areas of the hotel., • Complete all necessary opening and closing duties., • Perform other duties as assigned., • Must have a High School diploma or equivalent, or any other combination of education, training and experience that provides the required knowledge, skills and capabilities., • Previous Supervisory experience required., • At least 1-3 years’ experience in customer service, spa, hospitality, sales and/or retail., • At least 1 year of luxury retail sales experience., • Ability to learn, maintain knowledge of, and explain all spa and salon treatments and product benefits to guests., • Must be sales-driven, and have a customer service-oriented personality, as position requires making spa/product recommendations and selling of products and services., • Must be polished, professional, and have a strong command of both written and verbal English and Spanish., • Must possess excellent communication skills and phone etiquette., • Must be organized, proactive, and possess a strong attention to detail., • Basic computer software skills, including Microsoft Office., • Medical/Dental/Vision, • Life Insurance, • 401K Matching, • Paid Time Off, • Short & Long Term Disability, • Associate Discount