Laurel Hotel and Spa - Spa Front Desk Concierge

Job Summary

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

• 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.
• Ensure that the check-in and payment process is handled in accordance with company policy by processing cash, credit card, and debit transactions accurately, protecting the company's assets.
• Ensure confidentiality with respect to guest data according to HIPAA regulations and Inn of the Five Graces confidentiality guidelines.
• Work with 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.
• Maintain a working knowledge of the Company’s property, as well as special events on and near the property, to advise guests whenever possible.
• Answer the phone promptly and use the guest’s name throughout the conversation.
• Actively promote the Spa, treatments, services, sessions, and retail, as well as programs, promotions, and discounts available.
• Respond to guest requests, complaints, or inquiries professionally, courteously, and promptly.
• Provide accurate, appropriate, and immediate responses to all requests by guests, ensuring complete 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.
• Ensure a maximum level of guest service and satisfaction is achieved and maintained.
• Operate the phone system accurately and efficiently.
• Prepare shift cash report, balance payments and disbursements with computer total, prepare the drop envelope for shift end, and balance accounts.
• Maintain a consistent, regular attendance record.
• Cross‑train in various departments, including the locker room.
• Communicate to management any occurrences involving staff or guests that require attention.
• Perform other related duties as assigned.

• 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.

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

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

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.