Position Summary: The Spa Concierge is responsible for preparing, organizing and facilitating any and all activities within their scheduled treatment building. This includes following procedures, reviewing the service schedule, checking in guests, stocking and selling retail and communicating with Spa Attendants, Spa Services leadership and service providers. The Spa Concierge assists in overseeing and nurturing the experience of all Glen Ivy guests within the treatment buildings, from the initial greeting and check-in, to the warm farewell. There is a high expectation that Resort Coordinators will meet or exceed goals to include cross selling, up-sales and same day service sales.

Expected Results: Guest service and Guest satisfaction is a priority to the team. Providing excellent guest service and exceptional services ensures that we retain guests for the future and inevitably promotes the business and spa treatments.

- Position Qualification Requirements -

License(s): First Aid and CPR certified.

Education/Training: High School Diploma required. Some college appreciated.

Experience:

1 year hospitality/guest service experience required

1 year retail experience preferred

Merchandising experience a plus

Inventory experience a plus

Resort/Spa experience, a plus

Experience with POS software, a plus

Job-Related Skills:

Exceptional Guest Service

Merchandising

Motivation

Sales development

Proficient in excel, word, and outlook, and retail point of sales system

Excellent communication

Strong cash handling

Essential Duties & Responsibilities:

Greet and welcome incoming guests

Confirm service preferences

Ensure Intake Forms are filled out to completion for each guest

Provide niceties to each guest

Maintain cleanliness of the treatment building lobby and restrooms

Maintain stock levels of retail and back bar in treatment building

Communicate with Spa Attendants on building needs

Communicate with spa services leadership on any pertinent information

End of Day Updates and recap to Spa Services leadership

Merchandise Retail product in the treatment buildings

Assist guests with retail purchases

Assist guests with add-ons and tips

Communicate to staff schedule changes or other important guest related information

Participate in the Quarterly department meetings

Provide a warm farewell to each guest as they exit the treatment building

Additional Responsibilities:

Assist with the communication to and from the Employees and leadership

Assist with post service sales

Process guest returns that occur in the Massage or Salon

Meet/exceed daily, weekly and monthly sales goals for Spa Concierge Team

Maintain knowledge of current trends in the skin care/ nail care/resort/wellness industries

Attend required meetings: sales, safety, monthly dept., and participate in others as needed

Assist in physical inventories and regular cycle counts

Ensure all products have a sensor

Take proper lunch and rest breaks

Adjust and maintain the schedules of service providers as directed by leadership

Optimize daily service scheduling as directed by leadership

Respond to guest concerns in a professional and compassionate manner

Performs Room checks and documents violations

Sell, discuss, and book all services, promotions, programs and products

Properly fill in and update each guest profile using the intake form

Properly handle all gratuities; Cash Gratuities will be labeled with correct Service Provider name, while the guest is present, immediately placed in the Cash Gratuities Lock Box in that specific area.

*Under no circumstances are cash gratuities to be held/ stored any place other than the Cash Gratuities Lock Box*

Opening and Closing duties as needed

Take ownership of assigned responsibilities and job duties

Use proper telephone and radio etiquette

Problems solve potential problems and create solutions to ensure each guest a quality experience

Maintain knowledge of current promotions, programs and activities

Attend, engage and contribute to all staff meetings as scheduled

Follow all company standards and expectations, procedures and safety requirements

Fully complete all assigned and unassigned opening, closing and daily administrative, operational and procedural duties

Work positions across property as assigned or scheduled

Opening and Closing duties as needed