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OVERVIEW/BASIC FUNCTION: To fulfill the needs and requests of guests. To be available and ready to help guests and co-workers when needed. Assure the following areas are always clean and tidy: spa, locker rooms, public areas, gym, and pool. Responsible for monitoring wellness facilities ensuring positive and friendly customer relations. Observes all activities within assigned areas offering assistance and instruction to guests/visitors.

RESPONSIBILITIES:

• Maintain complete knowledge of and comply with all departmental Rosewood policies/service procedures/standards following Forbes/LQA standards.

• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.• Anticipate guests’ needs, respond promptly, and acknowledge all guests.

• Always maintain positive guest relations.

• Resolve guest complaints, ensuring guest satisfaction.

• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.

• Follow proper Spa opening/closing procedures.

• Be familiar with all hotel packages, promotions, prices, and rates.

• Set and maintain Water/Tea Stations and amenities needed for proper operations.

• Greet Guests, offer welcome tea when in relaxation area.

• Maintain knowledge of Hours of Operation, Reservations, Rentals, Fees, Products and Merchandise.

• Offer support to Spa front Desk escorting guests to locker room.

• Assist guests with Fitness Center Equipment.

• Maintain Towel/Linen Supply, Locker Rooms, Massage Rooms, Fitness Center and Pool Area.

• Monitor Guest Safety.

• Maintain and replenish Soap Dispensers and Paper Supplies.

• Practice Loss Prevention.

• Maintain and follow OSHA Regulations/MSDS

• Deliver, store, and inventory linen.

• Maintain logbook.

• Document maintenance needs on work orders and submit to Manager/Assistant Spa Manager.

• All other duties as required.

QUALIFICATIONS:

• Experience: Minimum 1 year experience in a luxury spa environment, preferably within a luxury hotel. A background in fitness education and/or health related discipline is an asset.

• Education: High school diploma. Diploma or degree in a related field, or equivalent vocational training certificate, CPR certified.

• General/Technical Skills: · Perform job functions with attention to detail, speed, and accuracy. · Prioritize, organize, and follow up. · Be a clear thinker, remaining calm and resolving problems using good judgment. · Follow directions thoroughly. · Understand guests service needs. · Work cohesively with co-workers as part of a team. · Work with minimal supervision. · Maintain confidentiality of guest information and pertinent hotel data

• Language: Required to speak, read, and write English. Additional language is an asset.

• Visa Requirements: Must be legally eligible to work in Canada.

• Physical Requirements: Must be able to exert physical effort in transporting 10-15 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding