Spa Experience Coordinator

Job Description

What is in it for you: 

• Employee benefit card offering discounted rates at Accor properties worldwide and additional benefits for Fairmont and Raffles colleagues  
• Exclusive Employee and Friends & Family Discounts at Fairmont Empress Hotel
• Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and Whistler
• Opportunity to develop your talent and grow within your property and across the world! 
• Complimentary meal during your shift through our Colleague Dining Program 
• Complimentary uniform laundering
• Access to our comprehensive benefits and wellness programs, including extended healthcare benefits and RMT, dental, vision, and complimentary counseling, wellness sessions, financial and family planning through LifeWorks
• Access to our company-matched Defined Contribution Pension Plan (DCPP)
• Opportunity to develop your talent through coaching and our Leadership Mentoring Programs
• Hourly pay rate of $23.87 to 27.28

What you will be doing:

• Handle all Guests in a professional, courteous manner and serve as the facility's first impression to Guests and members 
• The Experience Coordinator is responsible for the overall operation of the reception area ensuring it runs smoothly and efficiently, including managing telephones, emails and inquiries 
• Ensure that the spa reception area is always neat, clean, and organized, providing a welcoming and professional environment for guests 
• Take care of the retail area, ensuring that products are well-stocked, neatly arranged, and displayed attractively 
• Answer telephone and email inquiries promptly and professionally and directing them to the appropriate person or department for further assistance  
• Handle inquiries from insurance providers and law firms, ensuring that all requests are processed accurately and efficiently 
• Greet members and Guests in a friendly and efficient manner, ensuring they feel welcome and attended to upon arrival 
• Serve welcome drinks and scented towels to guests upon arrival, providing a refreshing and relaxing experience 
• Escort guests to their designated areas as needed, explaining the facilities, amenities, and services available to ensure they feel comfortable and informed 
• Knowledgeable about all aspects of treatments and the facility 
• Knowledgeable in a spa therapy and services offered, guiding guests in selecting the most suitable treatments 
• Provide information and literature about facility, services, and promotions in person and via telephone 
• Take care of the sensory elements and decor of the reception, including arranging and maintaining flowers and plants, books & magazines & promotional pamphlets, ensuring aroma diffusers are filled and functioning, and ensuring music is set to create a calm and relaxing atmosphere 
• Control entry into all areas of facility by restricting all unauthorized individuals 
• Recommend and sell spa products to guests, ensuring that product offerings align with their individual needs and preferences 
• Collect moneys or other suitable payment from clients for all services rendered 
• Operate point of sale system efficiently and accurately 
• Treatment bookings/scheduling, optimizing guest experience and business 
• Perform administrative tasks as needed, including maintaining guest records and ensuring confidentiality 
• Complete and submit all types of reporting, including daily logs, financial reports, inventory tracking, and any other required documentation 
• Adhere to LQA (Leading Quality Assurance) standards, ensuring that all interactions and operations meet the highest level of quality and guest satisfaction 
• Assist in the coordination and smooth operation of special events, promotions, or services as needed 
• Other duties as assigned 

Qualifications

Your experience and skills include:

• Minimum of 2 years’ experience in spa industry or hospitality 
• Diploma or Degree in hospitality or related field an asset 
• Computer literacy in Microsoft Office, Word, Excel 
• Excellent communication skills; speaking, reading, writing in English 

Additional Information

Physical Aspects of Position (include but are not limited to): 

• Constant standing and walking 
• Occasional bending and kneeling
• Occasional carrying and lifting

Visa Requirements: Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

• Constant standing and walking 
• Occasional bending and kneeling 
• Occasional carrying and lifting