Lead Concierge

ESSENTIAL JOB FUNCTIONS: 

• Initiate and engage in conversations in a professional and friendly manner.
• Hold the Guest Service staff accountable for the Spa/Salon SOP standards of cleanliness and service.
• Ensures confidentiality with respect to guest and employee information.
• Oversees Spa Attendant, Spa Concierges employee relations, training, product levels, service standards and linen running for both male and female spa facilities.
• Provides excellent guest experience, answering telephones, checking in guests, making reservations, providing tours and maintaining daily cleanliness of facility during operating hours.
• Assists managers in creating schedules to ensure appropriate staffing levels according to business volumes; i.e. special events, holidays, weekends, groups, etc.
• Is a role model for treatment enhancements and product recommendations.
• Performs and sets up all non-treatment provider experiences including but not limited to experience bar and bath services.
• Is a liaison for retail team members and supports in training, education, and upholds SOP service standards with them.
• Conducts onboarding training with new team members including product and treatment knowledge training programs.
• Supports performance review input.
• Resolve and document problems, provide open communication.
• Support coordination of the activities of team members. Provide information and assist employees and foster good employee relations.
• Supervise maintenance and sanitation standard of responsible area including but not limited to gym, lounge areas, rotundas, Salon, retail space, locker rooms, closets, storage, offices, and break room areas.
• Liaison between guest service team members and management team to ensure proper communication amongst all team members. Acts as a resource between employees and spa/salon manager to resolve work related conflicts.  
• Reviews and determines appropriate resolution ensuring policy and procedures are consistently followed.
• Handles guests with problems prior to a supervisor intervention
• Maintain knowledge and understanding of treatments/physiological effects/contraindications.
• Maintain spa facility by performing necessary housekeeping duties (picking up towels, cups, shower & bathroom area, vanity area and all surrounding areas).
• Uphold spa decor by maintaining the set-up and cleanliness of the guest spaces and break room areas.
• Handles guest requests and questions in a calm, professional, and courteous manner. Comfortable around guests in a state of undress.
• Ensures guests services are started on time and end on time.
• Ensures all guest checks are closed out in an efficient and accurate manner.
• Ensures team members are on time for their day, their guests, and in their appropriate room/station at all times.
• Communicate and describe in an articulate manner the spa & salon offerings and their benefits.
• Provides management team with inventory support for linens and operational products.
• Maintain an understanding of the spa industry and spa philosophy (balance, relaxation, unity, beauty and a healthy lifestyle)
• Understand that as a representative of the Spa & Salon they will maintain a healthy, fit appearance and a positive attitude.
• Maintain a clean, safe, stocked and well organized work area
• Assist in all areas of the spa and salon operation as directed by management
• Perform other tasks as assigned by Manager or Supervisor.

QUALIFICATIONS: 

• Previous Spa experience Recommended (1-2 year minimum) 
• Must be able to read, write and interpret inventory, purchasing, hospitality related terminology, Spa related terminology including the various treatment modalities, equipment, and products.
• High school diploma or equivalent 
• Excellent, reading writing and oral proficiency in the English language 
• An energetic, forward thinking and creative individual with high ethical standards and an appropriate professional image.
• Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business.

PHYSICAL, MENTAL AND ENVIRONMENTAL