The Laurel Hotel and Spa - Spa Front Desk Concierge

Job Summary:

The Spa Front Desk Concierge s responsible for the reception and retail area of the spa.

Duties & Responsibilities:

• Assist guests with the reservations and check-in process in a courteous and polite manner.
• Accurately book, change, and cancel spa appointments.
• Assist guests with payment of services and retail in an efficient and timely manner.
• Properly open and close each shift according to Standard Operating Procedures.
• Ensures 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.
• Ensures confidentiality with respect to guest data according to HIPAA regulations and Inn of the Five Graces confidentiality guidelines.
• Works with the other departments to ensure a high level of guest service.
• Provide accurate and detailed descriptions of spa treatments, packages, services, treatment contraindications, facility features, and hours of operation.
• Maintains a working knowledge of the Company's property, as well as special events on and near the property, in order to advise guests of the same whenever possible.
• Answer the phone promptly and use the guest's name throughout the phone conversation.
• Actively promote the Spa, treatments, services, sessions, and retail, as well as programs, promotions, and/or discounts available.
• Responds to guest requests, complaints, or other inquiries professionally, courteously, and promptly.
• Provide accurate, appropriate, and immediate responses to all requests by guests, ensuring complete guest satisfaction.
• Maintain a clean, safe, fully stocked, and well-organized work area.
• Develop the ability to work without constant direct supervision and remain at assigned post for extended periods of time.
• Ensures a maximum level of guest service and satisfaction is achieved and maintained.
• Operates phone system accurately and efficiently.
• Prepares shift cash report, balances payments and disbursements with computer total, prepares the drop envelope for shift end, and balances accounts.
• Responsible for maintaining a consistent, regular attendance record.
• Must cross-train in various departments, including the locker room.
• Communicate to management any and all occurrences involving staff or guests in the Spa that require attention.
• Performs other related duties as assigned.

Required Skills & Abilities:

• Excellent written and verbal communication skills.
• Excellent organizational skills and attention to detail.
• Ability to be efficient and productive in a fast-paced environment.
• Must possess basic math and money-handling skills.

Education & Experience:

• Previous hospital, hotel, hospitality, or spa experience preferred.
• Customer service experience is required.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 50 pounds at times.

An Equal Opportunity Employer

We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.