Lead Spa Experience Coordinator

At Fairmont, our passion is to connect our guests to the very best of our destinations. From the beaches of Hawaii to the deserts of the United Arab Emirates to the heart of London, our hotels offer guests extraordinary places, created by combining unique architecture, expressive decor and artistry, and magnificent features. Add engaging service, and the result is an unforgettable guest experience.

You represent Fairmont Century Plaza with enthusiasm and pride, providing exceptional service and attention for each guest you encounter. You are energetic and confident, and will encourage your teammates to achieve and be positive while being entrusted with the responsibility of ensuring the best possible experience for your guests at all times in a friendly, courteous, helpful, timely and professional manner.

The Lead Spa Experience Coordinator is responsible for ensuring the seamless daily operations of the spa's front desk and reservation systems while providing guidance and support to the Spa Experience Coordinators. This role also includes leading by example to deliver exceptional service to all guests, maintaining operational standards, and collaborating with the Spa Management team to optimize efficiency and guest satisfaction.

What you will be doing:

• Consistently offer professional, friendly and engaging service.
• Act as the primary point of contact for Spa Experience Coordinators during shifts, addressing questions and providing solutions to operational challenges.
• Assist in scheduling and managing the day-to-day activities of the Spa Experience team, ensuring adequate coverage.
• Serve as the main liaison between Spa Management and Experience Coordinators, relaying updates, policy changes, or process improvements.
• Train, mentor, and onboard new team members, fostering a culture of excellence and teamwork.
• Maintain complete confidentiality in all guest matters in accordance with company policy.
• Be on time for shift and maintain consistent, regular attendance record.
• Prepare yourself for each shift with proper sleep, uniform, grooming standards, snacks or meals for breaks to get you through your shift, etc.
• Wear a smile (when appropriate) while interacting with all guests in person or on a telephone call with them.
• Attend departmental meetings and trainings as scheduled.
• Follow and adhere to all policies and standards, memos and posted information.
• Clock in and out accurately, and follow break-time/lunch guidelines.
• Greet guests as they enter any area of the spa and fitness center if you are there.
• Efficiently process all telephone inquiries and spa/fitness reservation/activity scheduling from future, local and in-house guests.
• Reserve and confirm spa appointments for future and in-house guests and members.
• Work efficiently in Book4time (booking/management software) in all capacities, especially while scheduling, modifying, or canceling Spa and Fitness reservations and services.
• Work in Book4time and Opera software, assisting guests and colleagues while problem solving and assist with day to day of the Bathhouse operations.
• Assist with the checking in/out of all spa guests, and making sure that the appropriate amenities are issued and escort guests to the locker room while providing an overview of the Spa facility.
• Obtain correct billing information for each guest at time of check-in and ensure that billing is efficiently processed/posted throughout the day. 
• Assist/resolve guest billing disputes.
• Provide thorough and complete information on all the services offered in the brochure, as well as reconfirming all the sales made or events booked in detail.
• Offer additional spa and fitness bookings as well as itinerary assistance for all spa and hotel guests.
• Assist with the daily spa rituals as needed.
• Assist with incoming questions and coordinate spa programs as requested.
• Provide general departmental assistance, special projects, group Spa reservations, etc.
• Maintain professional and caring manner with all guests, especially focusing on recovery and special need guests.
• Communicate all guest needs and concerns to the appropriate Spa Manager or the Manager on Duty.
• Respond quickly to guest requests or complaints and see that appropriate action is taken. 
• Follow up to ensure guest satisfaction.
• Review information log/file for information, keep desk clean, tidy and free of obstructions.
• Secure cash bank, maintaining accurate cash accounting information/records, balancing cash bank and list contents on the Cash Activity Sheet on a daily basis
• Provide Night Audit with accurate daily accounting records and information.
• Provide locker room tours and explain the wet amenities.
• Assist is keeping the wet amenities and lounge area neat and tidy and free from hazards. 
• Ensure that all guest literature is sufficiently displayed and stocked.
• Check in with any guest waiting for treatments at 5 minutes after the hour and half an hour.
• Notify maintenance when equipment breaks or malfunctions.
• Report any accidents or guest incidents to the Manager on Duty.
• Properly open and close spa each day according to Standard Operating Procedures.
• Utilize spa computers with skill and proficiency; document guest information in electronic record as directed.
• Actively promote the spa, treatments, services, sessions and retail, as well as programs, promotions and/or discounts available.
• Maintain eye contact when addressing external and internal guests; develop professional and personalized relationship with regular guests.
• Ensure adequate stock of supplies and equipment; inform management when stock is low.
• Ensure retail space is regularly cleaned, organized and stocked; inform management when stock is low.
• Ability to inform guest and sell any retail that is in retail space. Maintain general knowledge of hotel retail.
• Assist with monthly inventory as needed which may include (stocking, counting, and cleaning retail shelves.)
• Must be able to work without constant direct supervision and remain at assigned post for extended periods of time.
• Ability to perform the duties of the Spa Attendant and Spa Reservations as needed.
• Ability to be flexible in the needs of the spa operation and work to complete the team as needed.
• Assist in maintaining and distributing information in the daily communication log and other details provided by spa or hotel leadership.
• Assist the spa management team in any other tasks as needed and deemed appropriate.
• Other duties as assigned.

What is in it for you:

• Discounted hotel rooms and food & beverage rates to employees at our sister properties around the globe.
• We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21 and WATCH
• Hourly Rate: $30.45

Your experience and skills include:

• High School Diploma or equivalent
• Experience with working with a diverse guest population
• Either Spa or Hotel experience
• Basic computer skills
• Cash handling experience
• Fluent spoken and written English
• Ability to follow instruction, provide support to the Spa Attendants and work independently without supervision.
• Adaptability - adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays or unexpected events.
• Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

Your team and working environment:

What was true in 1966 remains true to this day: The Century Plaza Hotel is part of a visionary development intent on doing what others could only imagine. Previously deemed the “Western White House,” (as the only venue outside the White House to host state dinners), Century Plaza’s place in history remains unshakeable. A modernized take on luxury and elevated guest experience from product to people enlivens the real wow factor.

This experience begins with a new kind of workplace, one where the energy is contagious, the stories are invigorating, and the challenges present inspiring opportunities to make your mark. We provide an environment of trust, respect, and integrity. A home away from home. Where diversity and inclusion are celebrated. Privacy and personal information are protected. Through Accor’s Employee Value Proposition, we ensure fair treatment and a workplace free from discrimination & harassment.

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

This experience begins with a new kind of workplace, one where the energy is contagious, the stories are invigorating, and the challenges present inspiring opportunities to make your mark. We provide an environment of trust, respect, and integrity.  A home away from home.  Where diversity and inclusion are celebrated. Privacy and personal information are protected. Through Accor’s Employee Value Proposition, we ensure fair treatment and a workplace free from discrimination & harassment.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. We commit to a future where diverse identities are celebrated, and equitable and inclusive practices are woven into the fabric of everything we do as an organization.

Fairmont Century Plaza is an Equal Opportunity Employer EEO M/F/V/D

Visa Requirements:  Must provide proof of current eligibility to be employed in the United States of America.