Spa - Spa Concierge PT

Position Summary

Responsible for all facets of guest movement throughout the Spa. Coordinates and schedules all types of use and services for the spa, salon, fitness center, recreation areas, and other related spa facilities. Greets guests, guides them around facilities, schedules appointments, processes payments and provides information about amenities. Assists with overall communication in the Spa, Salon, recreation and fitness areas.

• Receives and responds to inquiries regarding spa services and amenities; maintains current knowledge of all Spa and Salon services, including treatments, spa amenities, staff abilities, fitness classes, hours of operation, spa retail, etc.; promotes additional treatments to ensure guest satisfaction and increase profitability.
• Schedules Spa, Salon and fitness appointments for guests, distributes workload to increase productivity and reduce downtime, works closely with group coordinators to ensure appointments are correctly booked, and confirms appointments.
• Welcomes and escorts guests to appropriate waiting areas or lounges, assists guests with purchasing retail products, promotes retail sales, restocks all retail merchandise and guest supplies throughout the spa, and explains the function of fitness equipment and spa facilities to guests.
• Assists Spa management with daily administrative activities such as ensuring payroll cards are complete, responding to issues or questions from Spa staff, completing required Spa paperwork, notifying management about issues concerning guest concerns or incidents, and attending required meetings.
• Monitors guest areas of Spa to ensure locker areas, fitness center, reception areas, treatment rooms, etc. are kept neat, orderly, clean, and well stocked; acts as a liaison to coordinate efforts with Housekeeping, Engineering, Front Office, and ensures retail displays are interesting and free of debris. Retrieves and restocks all operational items and guest amenities.
• Opens and closes the facility in accordance with Spa policies and procedures; reconciles and balances daily sales at close of shift, runs required reports, maintains Spa records by entering required room and guest account data into systems, performs all guest accounting functions, and collects related revenue by entering services and charges, computing bills, and obtaining payments.
• Resolves guest complaints within scope of authority; otherwise refers the matter to management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft.
• Notifies management of any problems resulting from guest complaints, intoxication or disruptive behavior.
• Adheres to safety policies and procedures, including wearing non‑slip, oil‑resistant shoes and reporting potential safety issues. Reports PPE needs and follows OSHA requirements for personal protective equipment. Maintains compliance with hazardous material program and MSDS protocols.
• Arrives on time and attends work as scheduled; punctuality is an essential function of the job.

• Assists with preparation for department meetings, reviews VIP lists, and follows up on any issues or complaints from the prior day. Compiles statistics and prepares reports as requested.
• Notifies management of unsafe conditions, needed maintenance of any rooms or equipment, and any accidents.

• No formal education required.
• Six months of prior sales, guest relations and/or spa experience desired.
• Basic knowledge of spas, luxury hotel service standards, guest relations and etiquette desired.
• Current First Aid and CPR certification desired.
• Excellent customer service and communication skills to serve guests from diverse backgrounds and resolve problems/complaints, ensuring a high level of guest satisfaction.
• Basic math skills (addition, subtraction, multiplication, division) required.
• Attention to detail, problem‑solving ability, composure in high‑pressure or emergency situations.
• Ability to use telephone and computer systems used at the hotel, good working knowledge of Microsoft Office, and ability to explain spa and hotel amenities of interest to guests.
• Ability to read and…