activity agendas and advertisements using publishing software. Conduct
inventory of supplies, materials, and equipment and inform manager of low
supply items. Encourage, recruit, register, and schedule guests to participate
in recreation activities. Promote a fun and relaxing atmosphere for guests.
Provide information to guests about available recreation facilities and
activities. Promote the rules and regulations of the recreation facility
intended for the safety and welfare of guests and members. Observe activity in
the recreational facility and respond appropriately in accordance with local
operating procedure in the event of an emergency. Be aware of possible situations
where guests are not able to safely participate in an activity and inform
supervisor/manager. Provide assistance to injured guests until the arrival of
emergency medical services. Clean and maintain recreational equipment and
Assist management in
training, motivating, and coaching employees; serve as a role model. Report
accidents, injuries, and unsafe work conditions to manager; complete safety
training and certifications. Follow company policies and procedures; ensure
uniform and personal appearance is clean and professional; maintain
confidentiality of proprietary information; protect company assets. Anticipate
and address guests service needs; assist individuals with disabilities. Speak
with others using clear and professional language; answer telephones using
appropriate etiquette. Develop and maintain positive working relationships with
others. Process orders or transactions from customers and collect payment as
necessary. Ensure adherence to quality expectations and standards; identify, recommend,
and implement new ways to increase organizational quality. Read and visually
verify information in a variety of formats (e.g., small print). Visually
inspect tools, equipment, or machines (e.g., to identify defects). Enter and
locate work-related information using computers and/or point of sale systems.
Stand, sit, or walk for an extended period of time or for an entire work shift.
Move, lift, carry, push, pull, and place objects weighing less than or equal to
25 pounds without assistance and objects weighing in excess of 50 pounds with
assistance. Grasp, turn, and manipulate objects of varying size and weight,
requiring fine motor skills and hand-eye coordination. Move through narrow,
confined, or elevated spaces. Move over sloping, uneven, or slippery surfaces
as well as up and down stairs and/or service ramps. Reach overhead and below
the knees, including bending, twisting, pulling, and stooping. Perform other
reasonable job duties as requested.
Spa, Recreation Communication and Coordination
Provide information to guests about
available spa treatments, recreation and spa facilities, activities, lessons,
Promote a fun and relaxing atmosphere for
guests in all recreational an spa activities areas by expressing an upbeat and
Register and schedule guests for
activities by recording information using the appropriate method (e.g., write
in registration book, enter into Concierge Assistant).
Encourage and recruit guests to
participate in recreation activities.
Spa and Recreation Facilities Safety
Observe activity in the recreational
facility and respond appropriately in accordance with local operating procedure
in the event of an emergency.
Provide assistance to injured guests until
the arrival of emergency medical services.
Promote the rules and regulations of the
facility (spa, fitness center, pool/beach, tennis courts, skiing area) intended
for the safety and welfare of guests and members.
Follow company policy and procedure for
working with children (e.g., use of waiver forms).
Be aware of situations where guests are
not able to safely participate in an activity and inform supervisor/manager.
Complete any certifications/training
required by law or manufacturer to instruct guests/clients on the use of
Recreation Equipment and Supplies
Clean and maintain recreational equipment
Make sure that spa is cleaned and safe for
Welcome and acknowledge each and every
guest with a smile, eye contact, and a friendly verbal greeting, using the
guest's name when possible.
Engage guests in conversation regarding
their stay, property services, and area attractions/offerings.
Address guests' service needs in a
professional, positive, and timely manner.
Assist other employees to ensure proper
coverage and prompt guest service.
Thank guests with genuine appreciation and
provide a fond farewell.
Actively listen and respond positively to
guest questions, concerns, and requests using brand or property specific process
(e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and
Anticipate guests' service needs,
including asking questions of guests to better understand their needs and
watching/listening to guest preferences and acting on them whenever possible.
Provide assistance to individuals with
disabilities, including assisting visually, hearing, or physically-impaired
individuals within guidelines (e.g., escorting them when requested, using words
to explain actions, writing directions on paper, moving objects out of the way,
or offering access to Braille or TDD phones).
Speak to guests and co-workers using
clear, appropriate and professional language.
Provide assistance to coworkers, ensuring
they understand their tasks.
Talk with and listen to other employees to
effectively exchange information.
Answer telephones using appropriate
etiquette including answering the phone within 3 rings, answering with a smile
in one's voice, using the callers' name, transferring calls to appropriate
person/department, requesting permission before placing the caller on hold,
taking and relaying messages, and allowing the caller to end the call.
Discuss work topics, activities, or
problems with coworkers, supervisors, or managers discreetly and quietly,
avoiding public areas of the property.
Desired Candidate Profile
Exchange information with other employees
using electronic devices (e.g., pagers and two-way radios, email).
Serve as a departmental role model or
mentor by working alongside employees to perform technical or functional job
Ensure that hourly employees are trained
on company core values, job roles, responsibilities, and technical and service
aspects of the job.
Assign and ensure work tasks are completed
on time and that they meet appropriate quality standards.
Coordinate tasks and work with other
departments to ensure that the department runs efficiently.
Assist management in establishing and
communicating goals, performance expectations, timetables and deadlines for shift
or departmental operations to hourly employees and ensure that they are
Assist management to ensure that hourly
employees have the necessary resources to effectively perform their jobs (e.g.,
supplies, equipment, and inventory).
Collaborate with management to develop and
carry-out ideas and procedures, and set goals to continuously improve
department performance around guest and employee satisfaction scores.
Listen to hourly employees' suggestions
for improving how work is done and how guests are served, gaining management
support as needed to act upon suggestions.
Encourage and motivate employees to
perform their best, take responsibility for tasks and assignments, make
decisions and provide input on possible improvements.
Coach and develop employees (e.g., create
expectations for continual improvement, provide challenging tasks and
assignments, hold development discussions, and construct and execute
Collaborate with management to formally
recognize hourly employees' performance contributions.
Working with Others
Actively listen to and consider the
concerns of other employees, responding appropriately and effectively.
Support all co-workers and treat them with
dignity and respect.
Handle sensitive issues with employees
and/or guests with tact, respect, diplomacy, and confidentiality.
Partner with and assist others to promote
an environment of teamwork and achieve common goals.
Develop and maintain positive and
productive working relationships with other employees and departments.
Process all payment types such as activity
reservations or chargers, cash, checks, debit, or credit.
Balance and drop receipts according to accounting