What are the responsibilities and job description for the Wellness Concierge - Lead position at CARILLON HOTEL MANAGEMENT LLC?
This job description serves as a guide for establishing the criteria to fill a specific job, and to assist in employee evaluation related to that job. The description is subject to change at management's discretion, and may include additional or different duties as assigned or directed.
I. Job Summary
The Lead Wellness & Treatment Coordinator is responsible for overseeing the daily coordination of wellness technology, scheduling, billing, and invoicing, as well as addressing technology issues and communicating directly with the vendors. This role ensures seamless integration, operational efficiency, and adherence to brand and Forbes Travel Guide standards. The position also includes supporting the Wellness Concierge Supervisor, ensuring effective communication and service excellence.
II. Essential Job Functions
A. Oversee and support the Wellness Concierge Supervisor and Treatment Support teams, ensuring smooth and efficient operations.
B. Support the Spa Treatment Manager to maintain the treatment floor.
C. Ensure treatment rooms, wellness technology, and dispensary areas are prepared, sanitized, and fully operational.
D. Lead by example in delivering exceptional guest service, communication, and professionalism.
E. Train and mentor staff on touchless wellness equipment and operational standards.
F. Serve as the primary point of contact for all Touchless Wellness Technologies (e.g., Cryo, PEMF, Infrared, Light Therapy, Salt Therapy).
G. Conduct daily inspections and ensure all equipment is cleaned, calibrated, and functioning correctly.
H. Maintain communication with technology vendors and service providers for updates or repairs.
I. Provide guest education and staff training on the benefits, operation, and safety of each device.
J. Prepare and submit monthly reporting on equipment performance and usage of metrics.
K. Oversee guest pre-arrival communications and treatment bookings to ensure accuracy and satisfaction.
L. Coordinate and manage wellness itineraries, group bookings, and personalized treatment schedules.
M. Assist with guest check-ins, service explanations, and checkout processes with efficiency and warmth.
N. Promote wellness programs, spa memberships, and retail offerings to drive revenue and guest loyalty.
O. Generate and review monthly reports on technology utilization, therapist productivity, and guest engagement.
P. Oversee billing and invoicing processes for spa and wellness services, ensuring accuracy and compliance.
Q. Track daily sales, adjustments, and gratuities, and prepare reports for management and accounting.
R. Maintain strong communication between the Spa Management team and front-line associates.
S. Ensure compliance with all departmental policies, health codes, and safety regulations.
T. Perform other duties as assigned to support spa and wellness operations.
III. Education, Experience, and Skill Requirements
A. Degree or background in Hospitality, Health Education, or Wellness Management preferred.
B. Minimum of 1-2 years in luxury spa, wellness, or hospitality operations.
C. Proficient in spa management systems (e.g., spa soft); strong Excel and reporting skills; familiarity with touchless wellness equipment and protocols.
D. Exceptional communication, leadership, organizational, and problem-solving abilities.
E. Must be able to work flexible hours, including weekends and holidays.
IV. Special Qualifications
A. Guest satisfaction and retention
B. Accuracy in scheduling, billing, and reporting
C. Team engagement and performance consistency
D. Proper maintenance and utilization of wellness technologies
E. Achievement of monthly departmental goals
Carillon Miami Wellness Resort is an equal opportunity employer.