Spa Concierge

Job Title:  Spa Concierge

Reports To: Spa Director

Position Summary

The Spa Concierge is the first point of contact for guests and plays a vital role in shaping the overall spa and fitness experience. This position is responsible for creating a welcoming and polished atmosphere while managing the reception area, booking appointments, handling communications, and maintaining an organized and serene environment throughout the spa, lounges, and fitness center. The Spa Concierge ensures every guest feels cared for, informed, and relaxed from arrival to departure.

Essential Duties and Responsibilities

• Warmly greet all guests and provide a calm, professional, and welcoming introduction to the spa experience.
• Properly open and close the spa each day in accordance with established Standard Operating Procedures.
• Accurately book, modify, and cancel spa appointments using the designated booking system.
• Answer all incoming phone calls promptly and professionally; return all missed calls, voicemails, and guest emails in a timely and courteous manner.
• Provide detailed and knowledgeable descriptions of spa treatments, packages, services, facility features, and hours of operation.
• Maintain accuracy in all financial transactions and spa register processes, including open, pre-close, and close procedures; immediately report any discrepancies to management.
• Promote spa treatments, retail products, programs, and special promotions with enthusiasm and integrity.
• Assist guests with questions regarding spa services, product recommendations, or facility use, ensuring each interaction reflects the spa’s service philosophy.
• Maintain a clean, safe, and fully stocked reception, lounge, and locker-room area at all times.
• Ensure beverage stations, amenities, and towels are replenished throughout guest service hours.
• Monitor and maintain the Fitness Center: restock towels and sanitizing wipes, ensure cleanliness and organization, and promptly report any maintenance or equipment issues to management.
• Handle guest concerns and feedback professionally and courteously, resolving or escalating as appropriate.
• Communicate effectively with the Spa Director and team regarding scheduling updates, maintenance needs, or guest preferences.
• Attend staff meetings and participate in training programs to maintain knowledge of spa protocols, promotions, and retail offerings.
• Maintain professionalism, discretion, and confidentiality in all guest and staff interactions.

Qualifications and Experience Requirements

• Excellent customer service and interpersonal skills; ability to create a genuine sense of care and connection.
• Must be 18 Years old or older
• Strong multitasking and organizational abilities in a fast-paced, high-traffic environment.
• Professional appearance, calm demeanor, and ability to maintain composure under pressure.
• Basic math and cash-handling skills required.
• Must be flexible with schedule, including availability on weekends, evenings, and holidays.

Key Competencies

• Guest-Centered Service Orientation
• Professional Communication and Active Listening
• Attention to Detail and Organizational Precision
• Multi-Tasking in High-Volume Environments
• Relationship Building and Team Collaboration
• Integrity, Confidentiality, and Accountability
• Positive Energy and Composure Under Pressure

Physical Demands and Work Conditions

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Position requires standing and walking for extended periods.
• Frequent reaching, bending, kneeling, and light lifting (up to 25 lbs).
• Work is primarily indoors in a calm, climate-controlled environment with exposure to essential oils, soft lighting, and ambient sounds.
• May occasionally assist with outdoor resort events in varying weather conditions.
• Fast-paced during peak hours, requiring focus, adaptability, and consistent professionalism.

Language and Communication Skills

• Must be able to speak, read, and write English clearly and professionally.
• Ability to communicate effectively in person, over the phone, and via email with guests.