Customer Service Representative

Ste. Anne’s Spa

Guest Services Staff 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,

**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 in the inn.

**Duties**:

- Key Objective # 1_- To be a service oriented professional corresponding to the CAA four diamond standards.
- Greet guests by name and maintaining eye contact, in a friendly manner. Acknowledge them if you recognize them/they are a returning guest.
- Anticipate and respond to guest needs, be prepared for the needs of the guests 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, and contact a duty manager, innkeeper, or department manager if needed.
- Be able to correctly answer questions about the property and facilities.
- Promote in house facilities and services.
- 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
- Follow up on guest needs after their stay such as lost and found, billing inquiries, and receipt requests.
- Key Objective # 2 - _Act as a source of information for guests.
- Provide information and location on amenities, services, and facilities.
- Explain locations of, or take guests to, the locations throughout the inn, such as: spa waiting room, reception, hot tubs, pools, walking trails, steam rooms, locker rooms, washrooms, telephones, guest computer, common rooms, aftercare center, offices, wellness pavilion, hydrotherapy, Maison Santé, and Wi-Fi.
- Explain and make available the following services:

- Spa treatments
- Wellness programs
- Ste. Anne's sample experiences
- Fax, and photocopy services
- Laundry services
- Room-service
- Luggage service
- Limo service
- Shuttle service
- Key Objective # 3 - _Provide any service or assistance that a guest may require.
- Provide luggage service/assist Duty Manager with the storing and retrieving of luggage if requested.
- Monitor lost and found items being turned in.
- Ensure safety and security of guests and their belongings.
- Be able to offer tourism information and remain informed on local events and attractions
- Process special food requests.
- Be informed about the operations of all departments and be prepared to trouble shoot problems as they arise.
- Book spa and wellness services.
- Update guests on account balances.
- Provide shuttle and limo services when requested.
- Key Objective # 4 - _Process the administrative tasks in Maestro for the stay of each guest.
- Add other charges (i.e. room service, cheese tray, meals a la carte.).
- Settle folios from guest purchases, and take payments for products, gift certificates, and other charges related to a reservation.
- Key Objective 5 - _Handle administrative tasks to support and coordinate the activities of other departments in the inn.
- Prepare and print the Daily Report.
- Handle incoming calls directly or by forwarding them to the appropriate person or department.
- Take incoming calls before and after sales hours.
- Key Objective # 6 - _To represent Ste. Anne’s by following and maintaining professional conduct.
- Your hairstyle should be uncluttered, clean and professional. Keep any facial hair trimmed and neat.
- Control body odor, e.g. bath regularly, use deodorant.
- 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.
- Only use naturally scented perfume - No chemical perfumes.
- Keep tattoos covered, no visible body piercings, no nose rings and one earring per ear.
- Maintain appearance of clothing:

- 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.
- Wear your uniform shirt, neatly pressed.
- Your Ste. Anne’s name tag must always be worn and visible.
- Shoes should be clean 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.
- Maintain Good Stance and presentation. Stand upright, have good posture, keep hands out of pockets, do not lean on counters or walls.
- Punch out for breaks and while dealing with personal matters.
- Refrain from inappropriate fraternization with guests.
- Follow rules and have permission for use of fac