Concierge

Description

SUMMARY: 

Spa Concierge work to ensure that the overall spa experience of each guest is optimal by focusing on ensuring that all guest service standards are upheld. Responsibilities include all guest interactions, answer all coming calls, email correspondence, booking spa reservations, completing confirmations, conducting retail sales processing payments. confirming service provider schedules, assisting with guest recovery, opening & closing the spa, and communicating all spa activities via the daily recap. 

DUTIES AND RESPONSIBILITIES: 

· Ensuring consistency of service and safety protocols and guest satisfaction at all times.

· Provide continuous communication throughout each day, providing constructive information to the back of the house team members, other Spa Concierge, and Spa Director.

· Manage all phone and email reservations and all guest inquiries.

· Operate point of sale system to ensure accurate transactions are made.

· Actively sell retail and upsell spa services with a soft sales approach.

· Provide detailed, personal care with each spa guest to ensure a 5-star guest service experience.

· Manage spa appointment books for errors, rooming issues, or potential staffing needs.

· Communicate scheduling issues and appointments with service providers as they are booked and during call confirmations.

· Ensure all verbal and written communication is completed and follows spa standards.

· Assist in maintaining the tidy appearance of the retail boutique, concierge desk, and all other spa areas as able to do so.

· Complete all specified shift tasks noted on the recap and complete drawer counts.

· Handle cash with care, ensuring cash balance is always accurate.

· Support the Spa Boutique through product knowledge, salesmanship, pricing, monthly inventory and re-stocking

· Assist with preparing, stocking, cleaning and closing the locker rooms, warming room, gym and pools

· Strive for immediate and successful guest recovery via the Guest Glitch reporting and recovery SOP

· Conduct opening and closing tasks by following all points of the SOP’s related to each.

· Contribute to the daily shift recap.

· Support safe work habits and a safe working environment at all times.

· Other duties and jobs may be assigned as needed by supervisor.

QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. 

· Preferred 2 years resort/hotel or salon/spa experience.

· Previous reception and point of sale experience.

· Excellent verbal, written, and communication skills.

· Must be adaptable to change and be able to multitask calmly and efficiently, with an emphasis on follow up, cooperation, and courtesy.

· Knowledgeable of the spa environment and experience.

· Outstanding interpersonal, guest service, listening, and problem-solving skills.

· Must be highly organized and detail oriented.

· Knowledgeable of computer booking software, POS, and Microsoft office programs.

· Must meet legal age requirements for the position.

· Must be able to work independently.

· Must provide valid document(s) to work in the US.

EDUCATION/EXPERIENCE: 

· High school diploma or equal to a GED; two years’ experience in related field

PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met successfully to perform the essential functions of this job. Reasonable accommodations made to enable individuals with disabilities to perform the essential functions. 

· Must be able to lift 25 lbs. 

· Must be able to stand and walk for long periods of time. 

LANGUAGE SKILLS:  

· Must speak and communicate in English.

· Must be able to clearly communicate with guests, management and coworkers.

CERTIFICATES & LICENSES:

· None required.

WORK ENVIRONMENT:
The work environment at Bernardus Lodge ranges from winter time lows of 20 degrees to summer time highs to 100+ degrees. While performing these duties the employee may be exposed to outdoor and inclement weather conditions.