Customer Service

**Ste. Anne’s Spa**

Ste. Anne's Spa believes in the healing power of human touch. Set in the picturesque rolling green hills of Grafton, ON, Ste. Anne's offers all-inclusive day and overnight spa trips to guests from all over the country.

Just as Ste. Anne's prioritizes health and wellness of guests, Ste. Anne's offers lots of great health benefits for staff:

- Free onsite gym membership and free personal training
- Use of the fitness facility, walking trails and gardens
- $150 Education fund towards personal interest classes
- Financial support for job relevant training
- Discounts on products sold in the Boutique or Bakery
- Discounts on day and overnight spa visits
- Staff Draw Days to win free day spa
- Mental health and tele-health programs
- Dental, Drug, Vision, LTD, AD&D, Travel Insurance, Life Insurance
- Extended Health Coverage, applicable to Massage (RMT), Chiropractor, Physio, and more

*Some restrictions may apply. Eligibility for benefits varies based on length of employment, and employment status (i.e. full-time, part-time or contract).
- **Guest Services Agent Job Description**_
- 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.
- **Job Summary**:_
- Full-time permanent and part-time permanent positions available.
- Starting Wage: $22 - 24 per hour.
- Day and Evening shifts.
- Paid bi-weekly.

**Responsibilities**:
1. To be a service oriented professional, offering a level of service corresponding to the CAA four diamond standards that Ste. Anne's upholds.
- 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.
- Ensure guest satisfaction, e.g. ask how their stay was, ask for feedback, listen to guest, contact a manager if needed.
- Familiarize yourself with the property and facilities, to be able to correctly answer any guest inquiries.
- Promote in house facilities and services.
- Demonstrate professional and courteous conduct. Be conscious of your language and facial expression. Positive framing is essential.
- Follow up on guest needs after their stay such as lost and found, billing inquiries, and receipt requests.

2. Provide any service or assistance that a guest may require.
- Assist with storing and retrieving luggage.
- Monitor lost and found items being turned in.
- Ensure safety and security of guests and their belongings.
- Be ablet to offer tourism information and remain informed on local events and attractions.
- Process special food requests.
- Keep informed about the operations of all departments, and be prepared to troubleshoot problems as they arise.
- Book spa and wellness services.
- Update guests on account balances.

3. Provide information and location of amenities, services and facilities.
- Examples of locations: dining room, beverage fridge, spa waiting room, reception room, hot tubs, pool, walking trails, steam room, locker rooms, washrooms, common rooms, wellness pavilion, guest gym, Maison Sante, off-site cottages, Barton Cottage, Petit Pont.
- Examples of services: spa treatments, wellness programs, Ste. Anne's & Skin Nourishment sample experiences, luggage service, limo service, shuttle service.

4. Handle guest concerns directly, or connect them with the appropriate personnel.
- Determine the nature of the concern by obtaining facts, such as time and place.
- Listen to and emphasize, without speaking negatively of those that may be involved.
- Acknowledge their concern, apologize for any inconvenience, thank them for voicing their concern, and remain impartial.
- Investigate facts, identify possible solutions and ask for guest input. Keep the guest informed of any actions to be taken.
- If you are unable to hand a concern, refer to a supervisor or appropriate manager.
- Follow up to ensure the concern has been resolved.
- Recommended to have a basic knowledge of building functions to identify problems and trouble shoot solutions.

5. Process the administrative tasks in Maestro for the stay of each guest.
- Settle folios from guest purchases and take payments.
- Add products/services to spa folios.
- Add other charges, i.e. room service, meals a la carte.
- Read, write and edit notes on guest folios for future stays e.g. TLC, allergies, etc.

6. Perform additional administrative tasks to support and coordinate the activities of other departments in the spa.
- Prepare and print daily report.
- Handle incoming calls directly or by forwarding them to the appropriate person or department.
- Monitor and update room status in Maestro as part of the check-in and check-out procedures.
- Monitor the Guest Services Synology Group Chat for incoming requests and communications from and to the Guest Servi