Spa Concierge

Department: Sea Spa

Position: Spa Concierge

Reports To: Spa Director/Spa Supervisor/Hotel General Manager

Supervisory Responsibilities: None

Position Overview: The Spa Concierge’s responsibilities include greeting of all guests, answering phone calls, assisting guests with questions regarding spa services and products, booking all appointments, checking the guest into the computer system, and charging for services performed. Additionally, the Spa Concierge assists with transitional cleaning of the spa and relaxation area as needed. Part-time position with potential to become full time.

These duties may be described as, but not limited to:

• Be on time for shift and maintain a consistent, regular attendance record.
• Properly open and close spa each day according to Standard Operating Procedures.
• Accurately book, change and cancel spa appointments.
• Acknowledge and greet everyone who enters and leaves the spa.
• Ensure that the check-in, check-out, and payment process is handled in accordance with company policy.
• Provide callers and guests with detailed descriptions of spa treatments, packages, services, and hours of operation.
• Utilize spa computers with skill and proficiency; document guest information in electronic record as directed.
• Familiarity with Spa Booking Software
• Answer the phone promptly and use the guest’s name throughout the phone conversation; operate phone system accurately and efficiently.
• 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 relationships with regular guests.
• Handle guests’ questions and concerns promptly, professionally, and courteously.
• Maintain complete confidentiality in all guest matters in accordance with company policy.
• Provide accurate, appropriate, and immediate responses to all requests by guests, ensuring complete guest satisfaction.
• Maintain a clean, safe, fully stocked, and well-organized work area.
• Ensure an adequate stock of supplies and equipment; inform management when stock is low.
• Must be able to work without constant direct supervision and remain at assigned post for extended periods of time.
• Maintain a positive attitude and contribute toward a quality work environment.
• Regularly attend, participate in and support training and staff meetings for the spa.
• Ability to perform the duties of the Retail Consultant as needed.
• Assist in all areas of spa operation as requested by management.
• Communicate to management all occurrences involving staff or guests in the spa that require attention

Required Knowledge, Skills, Abilities:

• Must be detail-oriented and have ability to multi-task.
• Ability to be efficient and productive in a luxury, fast-paced environment.
• Must have enthusiasm and possess excellent customer service skills.
• Must possess basic math skills.
• Enjoy working with people and possess a friendly and outgoing personality.
• Excellent communication, listening and computer skills.
• Must be a team player.
• Must have weekend availability.

Minimum Qualifications:

• Minimum of 1 year of experience as a Front Desk personnel or as Customer Service representative with proven sales OR
• Minimum of 1 year of employment within a hotel environment or Spa

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.