Job Description Summary

Provides guests the Agua Caliente Experience while utilizing the Forbes service standards when answering incoming, outgoing, and interoffice calls. Determining the appropriate Spa to assist reservations of the guest spa day, create guest experiences and upsell service. Assisting guests with time-sensitive matters, spa related questions and performing office clerical duties as needed.

 

 

Essential Duties and Responsibilities (other duties may be assigned)

Answers all incoming calls and interoffice calls, transfers call accordingly to the appropriate person or department. Schedule spa services to create the best guest experience. Ensure all Forbes related requirements are met. During reservations guest understand all policies and scheduled appropriately. Upsell guests in treatments add-ons and upgrades. Ensure guest understand the spa amenities, best practice, supplies they need, what the spa provides and help them be ready for the day. May perform clerical duties such as typing and proofreading. Provide excellent guest service to both guests and internal staff. Handle general inquiries regarding Sunstone Spa and The Spa at Sec-he as well as property outlets of the museum, casino, hotel F&B and ensure they are connected with departments that can assist. Maintains property knowledge for Sunstone Spa and The Spa at Sec-he by keeping up to date with information provided in the property management system including but not limited to the company website, ACE Insider, ACE Huddle, pre-shift meetings, and emails. Uses existing resources to gather pertinent information relating to the operations of the spas to answer guest questions. Answering screening and forwarding calls in a professional and courteous manner when needed. May be asked to perform other duties as assigned. Must adhere to all Tribal Ordinance, Regulations, and the ACCRS and SRC System of Internal Controls, and Standard Operating Procedures.

 

Skills and Abilities

Ability to build close working relationships with other departments such as the spa front desk, hotel, engineering, F&B and EVS. Ability to remain calm during challenging situations. Demonstrates proficient knowledge and utilizes computer programs including but not limited to the spa property software system, property-specific programs for engineering, housekeeping, dining outlets. Ability to maintain departmental requirements for secret shopper calls.

 

Supervisory Responsibilities

None

 

Access to Sensitive Areas and Information

As per the ACGC Access Matrix

 

Signatory Ability

None