Lead Concierge

Caesars Entertainment • Danville, VA

79d

About The Position

The position involves engaging with guests in a professional and friendly manner while ensuring the Spa/Salon maintains high standards of cleanliness and service. The role includes overseeing staff, providing excellent guest experiences, and maintaining the facility's cleanliness during operating hours. Responsibilities also include assisting in scheduling, conducting training, resolving guest issues, and ensuring effective communication between team members and management.

Requirements

• 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.

Responsibilities

• 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.
• Ensure confidentiality with respect to guest and employee information.
• Oversee Spa Attendant, Spa Concierges employee relations, training, product levels, service standards and linen running for both male and female spa facilities.
• Provide excellent guest experience, answering telephones, checking in guests, making reservations, providing tours and maintaining daily cleanliness of facility during operating hours.
• Assist managers in creating schedules to ensure appropriate staffing levels according to business volumes.
• Act as a role model for treatment enhancements and product recommendations.
• Perform and set up all non-treatment provider experiences including experience bar and bath services.
• Act as a liaison for retail team members and support in training, education, and upholding SOP service standards.
• Conduct onboarding training with new team members including product and treatment knowledge training programs.
• Support performance review input.
• Resolve and document problems, provide open communication.
• Support coordination of the activities of team members.
• Supervise maintenance and sanitation standard of responsible area including gym, lounge areas, rotundas, Salon, retail space, locker rooms, closets, storage, offices, and break room areas.
• Act as a liaison between guest service team members and management team.
• Review and determine appropriate resolution ensuring policy and procedures are consistently followed.
• Handle 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.
• Uphold spa decor by maintaining the set-up and cleanliness of guest spaces and break room areas.
• Handle guest requests and questions in a calm, professional, and courteous manner.
• Ensure guests services are started on time and end on time.
• Ensure all guest checks are closed out in an efficient and accurate manner.
• Ensure team members are on time for their day, their guests, and in their appropriate room/station.
• Communicate and describe in an articulate manner the spa & salon offerings and their benefits.
• Provide management team with inventory support for linens and operational products.
• Maintain an understanding of the spa industry and spa philosophy.
• 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.

What This Job Offers

• Industry: Accommodation
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees