Guest Service Representative

Ste. Anne’s Spa

Guest Services Agent Job Description

**_Mission:_** _To bring the power of healing through human touch to the world_

**_Goal: _**_To provide every guest with an absolutely incredible and unforgettable experience_

**_Values:_** _R.E.S.P.E.C.T._
- Reports to:_ Guest Services Manager David Salazar

Ext 1028
- Purpose of this position:_

This position provides guests with customer service so their stay is everything they want it to be and processes the administrative tasks in Maestro for the stay of each guest. This position also handles administrative tasks to support and coordinate the activities of other departments at the inn.

**Key Objective # 1** **- To be a service oriented professional offering a level of service corresponding to the CAA four diamond standards**

Ø anticipate and respond to guest needs, be prepared for the needs of the guest by reviewing the daily report each day at the beginning of your shift

Ø ensure guest satisfaction, e.g. ask how their stay was, ask for feedback, listen to guest, contact a manager if needed

Ø be able to correctly answer questions about the property and facilities

Ø promote in house facilities and services

Ø be conscious of the language you choose to use and your facial expression. Positive framing is essential. When you are explaining something use a calm soothing voice. Tell guests what we can do for them not what we cannot do. Smile

Ø follow up on guest needs after their stay such as lost and found, billing inquiries, loyalty program, receipt requests

**Key Objective #2** **- To represent Ste. Anne’s well by following staff conduct and dress code policies**

Ø your hairstyle should be uncluttered, clean and professional, keep any facial hair trimmed and neat

Ø control body odor, e.g. bathe regularly, use deodorant

Ø maintain clean hands and fingernails. Fingernails must be trimmed and filed so there are no rough edges. Nail polish if worn should be a natural colour

Ø only use naturally scented perfume - no chemical perfumes, no visible tattoos, no visible body piercing, no nose rings and one earring per ear

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**Maintain appearance of clothing**:
Ø clean and pressed - no jeans or denim material clothing, no leggings. Slacks or skirts should be dark, skirts and shorts must be no more than 2 inches above the knee

Ø wear your uniform shirt, neatly pressed
- your Ste. Anne’s name tag must always be worn and visible

Ø shoes should be clean, black and in good condition - must be soft-soled dress or semi casual (no beach sandals). Must be certified non-slip safety shoes, open toed shoes are not permitted

Ø maintain good stance and presentation, stand upright, have good posture, keep hands out of pockets, do not lean on counters or walls

**Key Objective #3** **- Maintain professional conduct**

Ø punch out for breaks

Ø refrain from inappropriate fraternization with guests

Ø follow rules and have permission for use of facilities, services, meals, drinks, etc., use proper parking

Ø use privileges and discounts according to guidelines

Ø refrain from drinking, chewing gum or eating in front of the guests

**Key Objective #4** **- To provide information and location on amenities, services and facilities**

Ø explain locations of and or take them to the dining room, beverage fridge, spa waiting room, reception room, hot tubs, pool, walking trails, steam rooms, locker rooms, washrooms, telephones, guest computer, common rooms, aftercare centre, offices, wellness pavilion, Maison Sante, WI-FI

Ø **Explain and make available the following services**:
Ø Spa treatments

Ø Wellness programs

Ø Ste. Anne’s and Skin Nourishment sample experiences

Ø Fax and photocopy services

Ø Laundry services

Ø Room service

Ø Luggage service

Ø Limo service

Ø Shuttle service

**Key Objective #5** **- Handle guest concerns**

Ø determine nature of concern by obtaining facts, e.g. time and place

Ø listen to and empathize with guest

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Ø acknowledge concern, apologize for any inconvenience, thank guest for voicing concern, remain impartial, e.g. do not agree or disagree

Ø investigate the facts, identify possible solutions, ask for guest input, consider available resources, select and follow through on the best alternative to satisfy guest and notify guest of action to be taken

Ø if unable to handle concern refer to supervisor or appropriate manager

Ø follow up, ensure concern has been resolved

**Key Objective #6** **- Follow emergency procedures when required**

Ø determine nature of emergency

**For minor accidents**:
Ø empathize with victim

Ø do not make a statement about liability

Ø attend to immediate needs

Ø document details on an accident report and submit to Human Resources

**For medical emergency**:
Ø remove immediate danger, if possible, e.g. attempt to control bleeding

Ø telephone 911 or emergency personnel

Ø document on an accident report and submit to Human Resources