Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle. www.highgate.com.

The Spa Receptionist is responsible for providing excellent service to our guests and visitors.  He/she is responsible for scheduling all spa-related appointments, checking guests in and out, and assisting in all retail sales as well as the upkeep of the spa public areas throughout the day, including the relaxation area and locker rooms.

• Employees must always be attentive, friendly, helpful, and courteous to all guests, managers, and fellow associates.
• Understand and be thoroughly familiar with the guest journey to create a superior guest experience.
• Adhere to proper opening and closing procedures according to checklists.
• Be knowledgeable and well-informed of treatments, equipment, products, and retail items to ensure guest comfort.
• Be familiar with the complete reservation process for spa services and activities, including reservations, cancellations, no shows. Must follow the reservation structure for treatment sequence, upselling, promotions, discounts, and complimentary services.
• Review scheduling daily according to business demands and anticipate guest arrivals. Attempt to resolve any concerns prior to guest arrival.
• Check guests in and verify the accuracy of spa services. Make adjustments according to guest preference and note for future visits if applicable.
• Assist with billing for all Spa services and retail sales including preparing receipts and collecting payment for services rendered and products sold.
• Be familiar with current promotions and offers for the Spa and Hotel.
• Assist with updating visual merchandising weekly.
• Handle all administrative functions of the Spa including using Spa software, maintaining inventory of supplies, answering telephones, making appointments, and answering questions.
• Ensure the locker areas are neat and lockers are stocked with robes and slippers.
• Ensure the wet areas are always tidy and neat, excess water is removed in a timely manner to avoid hazards, and towels and amenities are replenished throughout the day.
• Collect soiled linen from the locker rooms and dispose of it in the laundry cart with minimal guest interaction.
• Sanitize slippers according to procedure.
• Stock the relaxation area with beverages and snacks and keep the seating area tidy.
• Inspect the relaxation area at least every 15 minutes and remove used cups and glasses.
• Inspect restrooms, clean, and replenish as needed.
• Collect deliveries at various departments in the hotel, such as beverages from the kitchen, and deliveries from engineering.
• Complete linen handling, from placement of bins in the collection area to refolding and storing fresh linen and steam select bed linens.
• Escort guests to the locker rooms and provide tours.
• Conduct periodic checks of the fitness center and ensure cleanliness.
• Assist with event set up/break down.
• Take F&B orders from the spa wellness menu, serve, clear, and collect payment.
• Provide Spa tours as necessary.
• Monitor and maintain the cleanliness and orderliness of the facilities throughout the day. Report any maintenance issues and follow up on swift resolution.
• Assist locker attendant as needed.
• Assist in all areas of spa operation as requested by management.

• Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
• Attend all hotel-required meetings and training.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to cross-train in other hotel-related areas.
• Must be able to maintain the confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.
• Always maintain a friendly and warm demeanor.
• Hygiene is key in this environment due to the proximity of working with the clients.  At no time is cigarette smoke allowed to be on the hands, clothes, or breath of a spa employee during a shift.
• Flexible and long hours sometimes required.
• Medium work – Exerting up to 50 pounds of force occasionally, and/or 25 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Associate or bachelor’s degree requested.
• 1-year experience in a spa or related field preferred.
• 1-year retail experience preferred.