Company Overview
Ste.Anne's Spa is dedicated to bringing the power of healing through human touch, creating a peaceful and nurturing environment for guests to relax, rejuvenate, and find balance. Located amidst scenic countryside, our historic spa offers a serene setting where wellness and personalized care are at the heart of everything we do.
Job Overview
We are seeking an energetic and detail-oriented Customer Service representative to join our team. In this vital role, you will be the friendly face and voice of our spa, providing exceptional support to guests and ensuring smooth daily operations. Your positive attitude and organizational skills will help create a welcoming atmosphere that aligns with our mission of healing and well-being.
Duties
1. To be a service oriented professional, offering a level of service corresponding to the CAA four diamond standards that Ste. Anne's upholds.
- Anticipate and respond to guest needs.
- Monitor the Guest Services Synology Group Chat for incoming requests and communications from and to the Guest Services department.
2. Provide any service or assistance that a guest may require, including information and locations of amenities, services and facilities.
- Assist with storing and retrieving luggage.
- Monitor lost and found items being turned in.
- Ensure safety and security of guests and their belongings.
- Offer tourism information and remain informed on local events and attractions.
- Process special food requests.
- Keep informed about the operations of all departments, and troubleshoot problems as they arise.
- Book spa and wellness services.
- Update guests on account balances.
4. Handle guest concerns directly, or connect them with the appropriate personnel.
- Determine the nature of the concern by obtaining facts, such as time and place.
- Acknowledge their concern, apologize for any inconvenience, thank them for voicing their concern, and remain impartial.
- Investigate facts, identify possible solutions and ask for guest input.
- Keep the guest informed of any actions to be taken and follow up to ensure the concern has been resolved.
- If you are unable to hand a concern, refer to a supervisor or appropriate manager.
5. Process various administrative tasks for the stay of each guest, including supporting the coordination of the activities of other departments in the spa.
- Change guest details, such as correcting addresses, phone numbers, and emails.
- Settle folios from guest purchases and take payments.
- Add products/services to spa folios.
- Add other charges, i.e. room service, meals a la carte.
- Read, write and edit notes on guest folios for future stays e.g. TLC, allergies, etc.
- Prepare and print daily report.
- Handle incoming calls directly or by forwarding them to the appropriate person or department.
- Monitor and update room status in Maestro as part of the check-in and check-out procedures.
7. Represent Ste. Anne's by following staff dress code policies.
- Keep an uncluttered, clean and professional hairstyle, including keeping facial hair trimmed and neat.
- Control body odor, e.g. bathe regularly and use deodorant.
- Maintain clean hands and fingernails. Nail polish, if worn, should be a natural color.
- No chemical perfumes, but naturally-scented perfumes are permitted.
- No visible tattoos, body piercings, or facial piercings. One earring per ear.
- Wear clean and pressed clothing. Jeans/denim material and leggings are not permitted.
- Skirts and shorts must be no more than 2 inches above the knee.
- Your Ste. Anne's name tag must always be worn and visible.
- Shoes should be clean and in good condition, preferably black. Must be certified non-slip/slip-resistant safety shoes - open toed shoes and heels are not permitted.
8. Follow emergency procedures when required.
- Determine the nature of the emergency
- Coordinate the emergency response protocol in the event of an emergency, e.g. minor accident, medical, or fire.
- Ensure guest satisfaction, e.g. ask how their stay was, ask for feedback, listen to guest, contact a manager if needed.
- Familiarize yourself with the property and facilities, to be able to correctly answer any guest inquiries.
- Promote in house facilities and services.
- Demonstrate professional and courteous conduct. Be conscious of your language and facial expression. Positive framing is essential.
- Follow up on guest needs after their stay such as lost and found, billing inquiries, and receipt requests.
Experience
- Previous office management or administrative experience in a customer service setting is preferred
- Strong computer literacy with proficiency in Microsoft Office Suite (Word, Excel, Outlook) and Google Workspace applications
- Experience working with multi-line phone systems and front desk operations in a busy environment
- Bilingual abilities are a plus to serve diverse clientele effectively - Mandarin, Cantonese or Korean are preferred
- Knowledge of office procedures such as filing, data entry, proofreading, and calendar management is highly desirable
- Excellent phone etiquette with the ability to handle inquiries professionally and courteously
- Organizational skills combined with time management expertise to prioritize tasks efficiently
Join us in delivering a warm, professional experience that embodies our commitment to healing through exceptional service. This paid position offers an opportunity to grow within a supportive environment dedicated to wellness and personal care.
#LPIND
Job Types: Full-time, Permanent
Pay: $22.00-$25.00 per hour
Benefits:
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care
- Wellness program
Work Location: In person
