Lorena Torres

• Greet guests warmly upon arrival, check them in for appointments, confirm their details, and provide an overview of the spa facilities and services.
• Schedule and confirm spa and salon services for individuals and groups, utilizing spa reservation software.
• Promote and sell spa services, treatments, and retail products, aiming to enhance the guest experience, and meet sales targets.
• Handle guest payments securely, process transactions accurately, and manage cash tips, ensuring compliance with company policies.
• Ensure the spa area, including lounges and retail sections, is clean, organized, and well maintained throughout the day.
• Address guest inquiries and concerns promptly, maintaining a high standard of customer service and professionalism.

• Warmly welcome guests, anticipating their needs, and exceeding expectations with every interaction.
• Provide accurate and up-to-date information on hotel services, local attractions, dining, entertainment, and transportation options.
• Coordinate guest requests for dining reservations, event tickets, tours, and other special arrangements.
• Serve as a local expert and trusted advisor, curating personalized itineraries, and unique experiences.
• Handle guest inquiries and resolve complaints in a courteous and professional manner.
• Maintain confidentiality of guest information, and demonstrate the highest standards of discretion.
• Collaborate with all departments to ensure seamless guest service and satisfaction.

• Manage all aspects of group spa bookings, including reservations, scheduling, confirmations, and special requests, ensuring efficient use of spa resources.
• Serve as the primary point of contact for group clients, corporate accounts, and event planners to build strong relationships, and deliver personalized spa experiences.
• Assist in promoting spa group packages and services through collaboration with the sales team and marketing department to maximize revenue opportunities.
• Coordinate logistics for group spa events, including wellness retreats, corporate wellness days, bridal parties, and other special occasions, ensuring flawless execution.
• Work closely with spa therapists, front desk staff, and other hotel departments (catering, events, guest services) to guarantee smooth communication and service delivery.
• Maintain accurate records of group bookings, contracts, billing, and post-event follow-ups. Monitor group attendance and satisfaction, reporting outcomes to management.
• Handle any guest concerns or issues promptly and professionally, ensuring a positive resolution.

Greet guests warmly upon arrival, check them in for appointments, confirm their details, and provide an overview of the spa facilities and services.

Schedule and confirm spa and salon services for individuals and groups, utilizing spa reservation software.

Promote and sell spa services, treatments, and retail products, aiming to enhance the guest experience and meet sales targets.

Handle guest payments securely, process transactions accurately, and manage cash tips, ensuring compliance with company policies.

Ensure the spa area, including lounges and retail sections, is clean, organized, and well-maintained throughout the day.

Address guest inquiries and concerns promptly, maintaining a high standard of customer service and professionalism.

• Greet guests warmly and professionally upon arrival to the Club Lounge.
• Set up, maintain, and replenish buffet-style food and beverage offerings throughout the day (breakfast, lunch, afternoon tea, hors d'oeuvres, and dessert).
• Provide personalized table service, including beverage orders, and special requests.
• Maintain cleanliness, organization, and presentation of the Club Lounge.
• Collaborate with kitchen staff and other F&B staff to ensure food quality and timely replenishment.
• Follow all Marriott and Ritz-Carlton brand standards, health and safety regulations, and service protocols.
• Maintain inventory, and communicate any shortages or maintenance issues to management.