Position: Spa Concierge
Reports to: Spa Manager
Job Type: Full Time, Non-exempt

Southall is a premier destination bringing nature, produce and people together in a powerful and unique way. Much like the land that surrounds it, The Spa at Southall is restorative and replenishing, a journey unto itself rooted in the healing properties of the earth. It’s a nourishing, calming experience, with a host of ancient techniques and modern therapies that draw upon the botanicals and other natural ingredients inspired by, and derived from, our farm. The spa features eight individual treatment rooms, two suites, and indulgent amenities that include a steam room, sauna, and relaxation lounge—as well as an outdoor mineral pool overlooking Lake Mishkin and a medicinal herb garden, offering respite and adding to the deep sense of connection. Healthy options, such as salads, smoothies, and fresh juices, are also available and can be enjoyed post-treatment beside Luca’s Garden, surrounded by fragrant herbs and blooms.

The Spa Concierge at Southall is responsible for the reception area of the spa. Duties include the greeting of all guests, answering phone calls, booking all appointments, assisting guests with questions regarding spa services and products, checking the guest into the computer system and charging for services performed. Occasionally assists the Spa Attendant with transitional cleansing of locker room and relaxation area as needed.

Responsibilities:

• Be on time for shift and maintain consistent, regular attendance record
• Maintain personal appearance and grooming standards consistent with Southall standards
• Properly open and close spa each day according to Standard Operating Procedures
• Maintain a clean, safe, fully stocked and well-organized work area
• Accurately book, change and cancel spa appointments
• Be knowledgeable of all the services we offer and accurately describe them to our guests
• Acknowledge and greet everyone who enters and leaves spa facilities
• Ensure that the check-in and payment process is handled in accordance with company policy by processing cash, credit card and credit transactions accurately thus protecting the company’s assets
• Maintain a Spa Desk bank
• Provide detailed descriptions of spa treatments, packages, services, facility features and hours of operation
• Handle guests’ questions and concerns promptly, professionally and courteously
• Resolve guest complaints in a manner which promotes positive outcome
• Utilize spa computers with skill and proficiency and document guest information in electronic record as directed
• Answer the phone promptly and use the guest’s name throughout the phone conversation
• Work cooperatively and professionally with all departments
• Attend regular meetings as directed by the Spa Director and Spa Manager
• Perform other related duties as assigned by the Spa Manager
• Oversee and maintain the cleanliness and neatness of the front desk and spa facilities
• Conduct tours of the facility as requested
• Promote positive guest relations by providing prompt, courteous and efficient service
• Work diligently to support Southall philosophy throughout the property
• Cultivate and maintain staff morale
• Comply with all departmental and company policies
• Maintain confidentiality of all Southall proprietary information
• Maintain accurate property information through daily use of email and other forms of communication
• Provide our guests with a 5-star experience

Skills and Experience:

• Must be detail-oriented and have ability to multi-task
• Must have enthusiasm and possess excellent customer service skills
• Excellent communication, listening and computer skills
• The ability to work in a high-volume, busy service environment while maintaining composure and focus on the guest
• Must be a team player
• Preferred experience in a luxury resort, exclusive club or high-end spa setting

Education:

• High School diploma or equivalent

Southall Farm and Inn is committed to a diverse and inclusive workplace. Southall provides equal employment opportunities to applicants and employees and does not discriminate on the basis of age, race, color, ancestry, religion, sex, sexual orientation, gender identity or expression, transgender, national origin, status as a protected veteran, disability or any other classification protected by law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.