Bernardus Lodge & Spa Careers
Theplace to stay, the place to work.
Treating people well is what we do. Come work with us.
Bernardus Lodge & Spa is nestled in sunny Carmel Valley on the famed Monterey Peninsula. We are a Forbes triple-four-star hotel, one of only five hotels in California and eleven in the country with this rating. Not far from the bustle of the city, escape to our near-perfect climate, tranquil setting and rich sense of place within one of Northern California's most artistic towns, surrounded by the picturesque Santa Lucia Mountains.
We are looking for exceptional individuals looking for a challenging and exciting opportunity. We offer competitive pay and industry perks for all employees. Full-time employees are eligible for medical benefits, paid holidays and 401k saving retirement plan with an employer match.
Join our award winning team. Conde Nast's #1 resort in Northern California wants you to work with us.
JOB DESCRIPTION
SPA CONCIERGE
JOB TITLE: Spa Concierge DEPARTMENT: Spa
REPORTS TO: Director of Spa FLSA STATUS: Non-Exempt
PREPARED BY: HR EFFECTIVE DATE: 9/11/17
SUMMARY:
Spa Concierge work to ensure that the overall spa experience of each guest is optimal by focusing on ensuring that all guest service standards are upheld. Responsibilities include all guest interactions, answer all coming calls, email correspondence, booking spa reservations, completing confirmations, conducting retail sales processing payments. confirming service provider schedules, assisting with guest recovery, opening & closing the spa, and communicating all spa activities via the daily recap.
DUTIES AND RESPONSIBILITIES:

• Ensuring consistency of service and safety protocols and guest satisfaction at all times.
• Provide continuous communication throughout each day, providing constructive information to the back of the house team members, other Spa Concierge, and Spa Director.
• Manage all phone and email reservations and all guest inquiries.
• Operate point of sale system to ensure accurate transactions are made.
• Actively sell retail and upsell spa services with a soft sales approach.
• Provide detailed, personal care with each spa guest to ensure a 5-star guest service experience.
• Manage spa appointment books for errors, rooming issues, or potential staffing needs.
• Communicate scheduling issues and appointments with service providers as they are booked and during call confirmations.
• Ensure all verbal and written communication is completed and follows spa standards.
• Assist in maintaining the tidy appearance of the retail boutique, concierge desk, and all other spa areas as able to do so.
• Complete all specified shift tasks noted on the recap and complete drawer counts.
• Handle cash with care, ensuring cash balance is always accurate.
• Support the Spa Boutique through product knowledge, salesmanship, pricing, monthly inventory and re-stocking
• Assist with preparing, stocking, cleaning and closing the locker rooms, warming room, gym and pools
• Strive for immediate and successful guest recovery via the Guest Glitch reporting and recovery SOP
• Conduct opening and closing tasks by following all points of the SOP’s related to each.
• Contribute to the daily shift recap.
• Support safe work habits and a safe working environment at all times.
• Other duties and jobs may be assigned as needed by supervisor.

QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Preferred 2 years resort/hotel or salon/spa experience.
• Previous reception and point of sale experience.
• Excellent verbal, written, and communication skills.
• Must be adaptable to change and be able to multitask calmly and efficiently, with an emphasis on follow up, cooperation, and courtesy.
• Knowledgeable of the spa environment and experience.
• Outstanding interpersonal, guest service, listening, and problem-solving skills.
• Must be highly organized and detail oriented.
• Knowledgeable of computer booking software, POS, and Microsoft office programs.
• Must meet legal age requirements for the position.
• Must be able to work independently.
• Must provide valid document(s) to work in the US.

EDUCATION/EXPERIENCE:

• High school diploma or equal to a GED; two years’ experience in related field

PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met successfully to perform the essential functions of this job. Reasonable accommodations made to enable individuals with disabilities to perform the essential functions.

• Must be able to lift 25 lbs.
• Must be able to stand and walk for long periods of time.

LANGUAGE SKILLS:

• Must speak and communicate in English.
• Must be able to clearly communicate with guests, management and coworkers.

CERTIFICATES & LICENSES:

• None required.

WORK ENVIRONMENT:
The work environment at Bernardus Lodge ranges from winter time lows of 20 degrees to summer time highs to 100 degrees. While performing these duties the employee may be exposed to outdoor and inclement weather conditions.
GROOMING & UNIFORM:
Employee must wear uniform at all times during scheduled hours. Uniforms are the property of Bernardus Lodge & Spa. Uniforms that have been tampered or destroyed will be the responsibility of the employee and disciplinary action will apply.

• Hair must be clean and kept at a reasonable length.
• All Food Servers, Culinary and Spa personnel must wear their hair tied back.
• No extreme dying or bleaching of hair is permitted.
• Fingernails must be clean and well-trimmed at all times.
• Antiperspirant or deodorant must be worn.
• Any self-inflicted marking (tattoo) on the body cannot be observed by the public.
• Cologne or perfume may be worn at a minimum.
• Nametags must always be worn, unless your department has a specific policy to the contrary.

See Employee Handbook for detailed policies.
DISCLOSURE TO JOB APPLICANTS PURSUANT TO THE CALIFORNIA CONSUMER PRIVACY ACT (CCPA)
As part of your job application and the Company’s evaluation of your candidacy, the Company collects, receives, maintains, and uses the following types of Personal Information about you for the business purposes identified for each category:
CATEGORY EXAMPLES BUSINESS PURPOSE
Personal Identifiers
Name, alias, postal or mailing address, email address, telephone number, social security number, driver’s license or state identification card number, passport number
1. To comply with state and federal law and regulations requiring; employers to maintain certain records;
2. To evaluate your job application and candidacy for employment;
3. To obtain and verify background check and references; and
4. To communicate with you regarding your candidacy for employment.
Pre-Hire Information Job application, resume, background check results, job interview notes, and candidate evaluation records Same as above
Employment History
Information regarding prior job experience, positions held, names of prior supervisors, reference information, skills and when permitted by applicable law your salary history or expectations
Same as above
Education Information
Information from resumes regarding educational history; transcripts or records of degrees, vocational certifications, licenses obtained
Same as above
If you become employed by the Company, the Company will notify you of additional categories of Personal Information that it collects, receives, and maintains for business purposes.