Spa Concierge

At Monarch Casino Resort Spa
, we are more than just a premier destination for luxury gaming and hospitality in Black Hawk, Colorado; we are creators of unforgettable moments. Our commitment to excellence shines through our exceptional gaming, exquisite dining, and indulgent spa services, all set in an inviting and sophisticated atmosphere. As a family-owned business, we prioritize nurturing lasting relationships with our guests and the community, ensuring that every interaction is warm, memorable, and tailored to foster a true sense of belonging.

Job Title: Spa Concierge

Compensation: $22.00 + tips

Status: Varies

Shift: Day, Swing

Spa Monarch is proud to be recognized as one of the top hotel spas in the nation. Voted #2 in USA Today’s 2025 10

Best Readers' Choice Awards, our spa offers unparalleled luxury and innovative treatments. Nestled in the breathtaking Rocky Mountains, Spa Monarch provides a serene escape with award-winning amenities and exceptional service. Guests experience the ultimate in relaxation and rejuvenation at our world-class spa.

Located on our 23rd floor, Spa Monarch features breathtaking panoramic mountain views from our Spa, Fitness Center, and Pool. Through innovative treatments and premium products, we create transformative wellness experiences. Guests enjoy infused water handcrafted to enhance workout recovery in our fitness center featuring Technogym equipment with Active Wellness TV. They can unwind with poolside service in our indoor infinity pool and jetted spas or relax on our outdoor sun deck with fire pits and an outdoor jetted spa.

Position Summary

The Spa Concierge serves as the first and last impression of Spa Monarch, curating a seamless and personalized guest journey in alignment with Forbes Travel Guide standards. This role requires exceptional attention to detail, emotional intelligence, and anticipatory service to ensure every interaction reflects warmth, professionalism, and refined hospitality. The Spa Concierge is a brand ambassador who embodies the values of luxury wellness while driving guest satisfaction, loyalty, and revenue optimization.

Responsibilities

• Warmly greet and welcome guests upon arrival, offering personalized and anticipatory attention consistent with Forbes Travel Guide standards
• Manage spa reservations, check-ins, and check-outs with precision, grace, and efficiency
• Optimize daily booking flow to balance guest preferences, therapist schedules, and revenue goals
• Confirm, adjust, and follow up on appointments to ensure a seamless and effortless guest experience
• Provide tailored, consultative recommendations for treatments and luxury enhancements
• Anticipate and coordinate special requests, including celebrations, VIP amenities, and bespoke add-ons
• Resolve guest concerns or service challenges promptly, professionally, and discreetly, executing thoughtful guest recovery when needed
• Promote and upsell luxury spa services and retail products through knowledgeable and confident recommendations
• Maintain accurate records of guest preferences, profiles, and daily operational reports
• Communicate guest needs, preferences, and special notes clearly to therapists, attendants, and leadership
• Coordinate with hotel departments to ensure a fully integrated and seamless luxury experience
• Represent Spa Monarch as a brand ambassador, consistently embodying refinement, wellness, and hospitality excellence
• Partner with management to continuously elevate the guest experience, from inquiry to departure, identifying opportunities for improvement and innovation
• Perform additional duties as assigned. Responsibilities and activities may change at any time with or without notice

Qualifications

• Energetic, service-driven professional with a genuine passion for luxury hospitality and wellness
• Previous guest service experience preferred, ideally within a luxury hotel, spa, or resort environment
• Demonstrated understanding of Forbes Travel Guide service standards, including anticipatory service, personalization, and meticulous attention to detail
• Strong professional phone presence with excellent etiquette, clear communication, and the ability to create a warm and polished first impression
• Exce…