Lead Concierge

Caesars Entertainment • Danville, VA

93d

About The Position

The position involves initiating and engaging in conversations with guests in a professional and friendly manner. The individual will hold the Guest Service staff accountable for the Spa/Salon SOP standards of cleanliness and service, ensuring confidentiality with respect to guest and employee information. The role oversees Spa Attendant and Spa Concierges employee relations, training, product levels, service standards, and linen running for both male and female spa facilities. The individual is responsible for providing an excellent guest experience, answering telephones, checking in guests, making reservations, providing tours, and maintaining daily cleanliness of the facility during operating hours. Additionally, the position assists managers in creating schedules to ensure appropriate staffing levels according to business volumes, such as special events, holidays, weekends, and groups. The individual acts as a role model for treatment enhancements and product recommendations, performs and sets up all non-treatment provider experiences, and serves as a liaison for retail team members, supporting training and education while upholding SOP service standards. The role includes conducting onboarding training with new team members, supporting performance review input, resolving and documenting problems, and fostering good employee relations. The individual supervises maintenance and sanitation standards of responsible areas, acts as a resource between employees and the spa/salon manager, and handles guest requests and questions in a calm, professional manner. The position requires maintaining knowledge of treatments and their physiological effects, ensuring timely guest services, and providing management with inventory support for linens and operational products. The individual must maintain a clean, safe, stocked, and well-organized work area and assist in all areas of the spa and salon operation as directed by management.

Requirements

• Previous Spa experience recommended (1-2 year minimum).
• Must be able to read, write and interpret inventory, purchasing, hospitality related terminology, and Spa related terminology.
• 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.
• Ability to uphold and demonstrate the highest level of integrity in all situations.

Responsibilities

• Initiate and engage in conversations with guests in a professional and friendly manner.
• Hold the Guest Service staff accountable for Spa/Salon SOP standards of cleanliness and service.
• Ensure confidentiality with respect to guest and employee information.
• Oversee Spa Attendant and Spa Concierges employee relations, training, product levels, service standards, and linen running.
• Provide excellent guest experience, answering telephones, checking in guests, making reservations, providing tours, and maintaining daily cleanliness.
• 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.
• Serve as a liaison for retail team members and support training and education.
• Conduct onboarding training with new team members.
• Support performance review input.
• Resolve and document problems, providing open communication.
• Supervise maintenance and sanitation standards of responsible areas.
• Act as a resource between employees and spa/salon manager to resolve work-related conflicts.
• Handle guest requests and questions in a calm, professional manner.
• Ensure guests services are started and ended on time.
• Maintain knowledge and understanding of treatments and their physiological effects.
• Maintain a clean, safe, stocked, and well-organized work area.
• Assist in all areas of the spa and salon operation as directed by management.

What This Job Offers

• Industry: Accommodation
• Education Level: High school or GED