The Club at Ibis
  • Spa
  • West Palm Beach, FL, USA

Comprehensive benefits package (including medical, dental, vision, life, disability, and accident), 401(k) with generous employer match, 529 College Savings Plan, paid time off, complimentary employee meals, employee discounts - and most importantly, a great work environment!


Full-time from 30 to 40 hours per week, including Saturdays. This highly visible position is our Members' first contact and must be professional, courteous and accommodating at all times.  High-volume telephone communication, scheduling appointments, and checking clients in and out includes ability to efficiently book reservations, upgrade services and promote retail and service specials. 

 

Our Purpose: We each have a job title, but that is our function not our Purpose. Our Purpose is much bigger. It is not bound by an organizational chart or department lines. Our Purpose acts as our communal north star, guiding us collectively towards a common goal, Whatever it Takes to Deliver The Ibis Experience.

 

Our Values: Our story of success begins with an internal cultural of lateral service and acceptance. We have many voices, many faces, and many backgrounds, which are united by a shared vision. Our different perspectives and unique talents are balanced by our common Purpose, our Core Values (the Core4), and a bold commitment to service excellence.

Integrity              

Belonging           

Innovation          

Shared Vision

 

Summary

Provides outstanding service to Members and their guests in a professional and courteous manner, treating them as VIPs throughout their entire spa experience. 

Essential Duties and Responsibilities

  • Arrives on time and completes shift with minimum disruption to the set schedule.  Carries out opening and closing procedures for The Spa as outlined in the desk reference including inspection of all areas for cleanliness and appearance.
  • Meets and greets all Members and guests by name and offers additional accommodations, escorts and tours to all Members checking in in for appointments. 
  • Answers the phone by using proper etiquette, including identification and offer of assistance. Schedules all appointments efficiently and strives to maximize booking potential. Offers wait list opportunities and timely re-books cancellations. Efficiently books and maintains proper records for standing appointments.
  • Confirms all appointments by text or phone. Periodically checks texting program for responses and reschedules accordingly. 
  • Assists Members and guests with product and service inquiries. Provides product and service knowledge of all retail lines and complete service menu.  Communicates ability to special order from vendors and follows through to final sale.
  • Notifies Spa Manager when spa products and supplies are needed and assists in ordering as directed. Receives retail product into inventory and assists with monthly inventory count.
  • Efficiently checks-out Members; offering to pre-book or confirm next appointment, close retail sales suggested by service providers and applying appropriate discounts, credits, and commissions. 
  • Communicates to manager and utilizes feedback forms for all Member complaints or dissatisfaction.
  • Possess knowledge of all Spa programs in order to effectively promote events and all service and retail specials. Communicates promotional information to all Members and pre-books and upgrades Members on phone and in the Spa.
  • Maintains order and upholds procedures in manger's absence.

Other Functions

  • Maintains a neat and orderly appearance of the Spa Concierge desk and reception area.
  • Enforces all Club Rule & Policies. 
  • Presents a professional and well groomed appearance. Company issued name tag and uniforms must be worn at all times. Uniform must be laundered and pressed.  
  • Maintains a constructive attitude and add toward a quality work environment.
  • Assists with folding and stocking of all linens utilized throughout the spa.
  • Attends staff meetings as requested by Spa Manager.
  • Complies with attendance rules and follows schedule as posted. May be required to stay beyond work schedule as needed.
  • This position guide does not state or imply that the above are the only duties and responsibilities assigned to this position.
  • Employees holding this position will be required to perform any other job related duties as requested.

 

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

  • Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
  • Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
  • Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
  • Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.

 

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Education and/or Experience

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

 

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

 

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

 

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

 

Computer Skills

  • Basic Computer Skills, including MS Office.
  • Point of Sale software (JONAS preferred).
  • Appointment scheduling software.

 

Certificates, Licenses, Registrations

  • None Apply

 

Other Skills and Abilities

  • Must be knowledgeable of current services and products offered by the Spa.

 

Other Qualifications

  • Two year's customer service or sales experience.
  • Must possess good communication skills and be friendly and upbeat.
  • Must be responsible and dependable.
  • Must be organized and possess good time management skills.

 

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to stand. The employee is occasionally required to walk; use hands to finger, handle, or feel; reach with hands and arms and taste or smell. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include ability to adjust focus.

 

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually very quiet.





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