Ste. Anne’s Spa
Guest Services Agent Job Description - Drivers License required
Mission: To bring the power of healing through human touch to the world
Goal: To provide every guest with an absolutely incredible and unforgettable experience
Values: R.E.S.P.E.C.T.
Reports to: Guest Services Manager David Salazar
Ext 1028
Purpose of this position:
This position provides guests with customer service so their stay is everything they want it to be and processes the administrative tasks in Maestro for the stay of each guest. This position also handles administrative tasks to support and coordinate the activities of other departments at the inn.
Key Objective # 1 – To be a service oriented professional offering a level of service corresponding to the CAA four diamond standards
Ø anticipate and respond to guest needs, be prepared for the needs of the guest by reviewing the daily report each day at the beginning of your shift
Ø ensure guest satisfaction, e.g. ask how their stay was, ask for feedback, listen to guest, contact a manager if needed
Ø be able to correctly answer questions about the property and facilities
Ø promote in house facilities and services
Ø be conscious of the language you choose to use and your facial expression. Positive framing is essential. When you are explaining something use a calm soothing voice. Tell guests what we can do for them not what we cannot do. Smile!
Ø follow up on guest needs after their stay such as lost and found, billing inquiries, loyalty program, receipt requests
Key Objective #2 – To represent Ste. Anne’s well by following staff conduct and dress code policies
Ø your hairstyle should be uncluttered, clean and professional, keep any facial hair trimmed and neat
Ø control body odor, e.g. bathe regularly, use deodorant
Ø maintain clean hands and fingernails. Fingernails must be trimmed and filed so there are no rough edges. Nail polish if worn should be a natural colour
Ø only use naturally scented perfume – no chemical perfumes, no visible tattoos, no visible body piercing, no nose rings and one earring per ear

Please refer the Job description for details