Guest Services

5 months ago

Toronto, Canada Elmwood Spa Full time

For over 40 years, Elmwood Spa and Elmspa have been the leading destination for a relaxing and pampering experience. We have evolved throughout the years while keeping our historic façade that many know and love. We are a destination for celebration, relaxation, and an urban escape for all. We are proud of our rich heritage as Toronto’s Leading Day Spa.

Elmwood Spa is proud of our rich heritage as Toronto’s Leading Day Spa. With 34 treatment rooms, 4 floors of amenities, Juice Bar, 2 Restaurants, licensed Mani-Pedi Lounge, Water Therapies (Swimming Pool, Whirlpool & Steam Rooms) and over 150 staff that we have been pampering and providing well-being for our guests for over 40 years.

**Position Summary**:
Ensure that our valuable Spa guests are treated and regarded as our first priority at all times. Execute the duties listed below in an efficient, effective manner, concurrently completing administration tasks as assigned according to company procedures and policies. Understand the importance of and promote the Company’s Mission, Vision & Values, throughout the Spa concurrently completing tasks as assigned and according to Company’s policy and procedures in order to achieve organizational goals.

**Responsibilities**:
1. Demonstrates all key elements of the Mission, Vision, Values.

2. immediately

3. Be fully knowledgeable of the operation of Resort Suite. (Elmwood Spa’s client management system), services and specials.

4. Follow booking, confirmation, cash out, gift certificate sale procedures according to the training provided and as per company policy.

5..

6. Fully knowledgeable of all other aspects of the Elmwood including food and beverage and Bangkok Garden so interested parties can be directed to appropriate areas and supplied with the correct information.

7. If you do not know the answer to the guest inquiry, find out, and get back to them in a timely manner with the information.

8. Enthusiastically promote the facility, all services and products.

9. Complete opening and closing procedures according to checklists.

11. Provide motivation and support to all other staff members of all businesses and at all levels whenever the opportunity presents itself and is appropriate.

12. Attend and participate at regularly scheduled Staff Meetings.

13. Proactively looks for tasks when not engaged with a guest, keeping work areas and treatment rooms tidy by assisting Housekeeping and every other department with any task required.

14. Adhere to ‘Rules and Regulations” in the Elmwood Spa Handbook.

15. Assist your Department Head and all other Department Heads and Managers with any special tasks and/or projects.

16. Extend your kindest hospitality to all guests (internal and external).

17. “Lateral Service”- treat others the way in which you would like to be treated.

18. Ensure shift coverage when you cannot come in for your regular scheduled shift.

19. Assist with other duties as reasonably assigned from time to time.

Skills/Qualifications/Education
- Minimum of 1-year experience working within the spa environment and/or Hotels
- dealing directly with customers.
- Training in customer service/hospitality preferred.
- Ability to perform basic mathematical functions (add, subtract, calculate tax).
- Must have the ability to communicate and understand English - oral, writing and reading.
- Preference to employees with cash/sales experience.
- Ability to learn proficiency on point of sale system - check in; check out and verifying services.
- Ability to work on a flexible schedule: days, evenings and week-ends.
- Punctual and committed to work schedules.

**Physical Requirements**:

- Good posture.
- Scheduled shifts are for either 8.5 hours with a one hour break or for 5 hours
- When not interacting directly with a guest, and when none are in the reception area, can utilize opportunity to bend and stretch.
- Primarily involves standing for majority of time interrupted by some walking.
- Work activities are performed near the worker - requiring some computer work - checking guests in or out - redirecting them as per their itinerary.
- Must have the ability to climb short flights of stairs.
- Light activities handling loads up to 5 kg but less than 12 kg (occasionally moving boxes of bags or product)
- Rarely lifts from floor to waist weighing no more than 12 kg
- Rarely lifts from shoulder to waist weighing no more than 12 kg
- Frequent interaction and lack of privacy.
- Regulated indoor climate.
- Works within a building where oils are infused into the air (to stimulate senses pertaining to a delightful spa experience).

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