Lead Concierge

Caesars Entertainment•Danville, VA

9d•Onsite

About The Position

Ensures the flawless information about each treatment, delivery of exceptional service in scheduling of massages appointments, information about the retail products and sales of retail products. This role involves initiating and engaging in conversations in a professional and friendly manner, holding Guest Service staff accountable for Spa/Salon SOP standards of cleanliness and service, and ensuring confidentiality with respect to guest and employee information. The Lead Concierge oversees Spa Attendant and Spa Concierge employee relations, training, product levels, service standards, and linen running for both male and female spa facilities. They provide an excellent guest experience by answering telephones, checking in guests, making reservations, providing tours, and maintaining daily cleanliness of the facility during operating hours. Additionally, this role assists managers in creating schedules to ensure appropriate staffing levels according to business volumes, acts as a role model for treatment enhancements and product recommendations, and performs and sets up all non-treatment provider experiences. The Lead Concierge also serves as a liaison for retail team members, supporting training, education, and upholding SOP service standards, and conducts onboarding training with new team members. They support performance review input, resolve and document problems, provide open communication, and support the coordination of team members' activities. They provide information and assist employees, foster good employee relations, and supervise the maintenance and sanitation standards of responsible areas. This role acts as a liaison between guest service team members and the management team to ensure proper communication and serves as a resource between employees and the spa/salon manager to resolve work-related conflicts, reviewing and determining appropriate resolutions. The Lead Concierge handles guests with problems prior to supervisor intervention, maintains knowledge of treatments, physiological effects, and contraindications, and maintains the spa facility by performing necessary housekeeping duties. They uphold spa decor, handle guest requests and questions calmly and professionally, and ensure guests' services start and end on time. They also ensure all guest checks are closed out efficiently and accurately, and that team members are punctual for their shifts, guests, and in their appropriate rooms/stations. The Lead Concierge communicates spa & salon offerings and their benefits, provides management with inventory support for linens and operational products, and maintains an understanding of the spa industry and philosophy. 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, and assist in all areas of spa and salon operation as directed by management. Other tasks assigned by Manager or Supervisor will also be performed.

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 and recognize standards required by a regulated business.
Must be able to stoop, bend and reach.
Constant public contact in fast paced, friendly and professional environment.
Must be able to listen and respond to visual and aural cues.
Moving workout equipment, large boxes or carts of supplies

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.
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 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 areas 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.
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 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.