Lead Spa Concierge - Part Time

Flying Horse Resort & Club • Colorado Springs, CO

4d • Onsite

About The Position

The Lead Spa Concierge is the leader for the front desk reception team, making it critical to exhibit a professional and positive attitude for the entire Spa team. This position will promote and exhibit an elevated customer service experience for Club Members and guests and expecting Spa staff to follow this example with the ultimate goal to ensure that each Club Member and guest has a positive and memorable experience during their visit at The Spa.

Requirements

• Must have one year of experience working as reception
• Must have one year of experience in a leadership position
• Must be detail oriented, accurate and possess good organizational abilities and be capable of handling multiple tasks simultaneously
• Must possess exceptional customer service skills including strong written and oral communication skills
• Must be competent, dependable, punctual, professional, and detail oriented
• Must be able to use tact and diplomacy to meet high demands of Spa and Spa customers

Responsibilities

• Make note of and address any employee concerns
• Post on Slack (shout-outs, shift opportunities/coverage, promotions, etc)
• Assist Spa Manager with interviewing, lead trainings, mentoring and discipline as needed
• Determine monthly service promotions, products and discounts with the Lead service providers
• Make sure everyone is in uniform, including name tag
• Warmly greet all guests and assist guests with any questions regarding services and products
• Answer the telephone and book all appointments
• Check guests into our computer system and check guests out which includes charging guests correctly
• Maintain the tidiness and organization of the relaxation areas and spa lockers located in the locker rooms
• Maintain the general cleanliness and organization of the reception area
• Maintain the flow of client appointments
• Stock reception area shelves with retail products and displays
• Review all chits at the end of each day for services
• Assist Spa Manager with client feedback and assist with needs for improvement as needed
• Foster and maintain a respectful and inclusive team environment
• Knowledgeable in products sold in the spa and sell products through our POS system
• Stay up to date on marketing initiatives
• Actively build the book of clientele by utilizing tools provided by the Flying Horse marketing team and utilize appointment cards/business cards
• Must be available to work one weekend day and holidays
• Supervise front desk in performing their duties including greeting guests, answering phone properly, and checking out guests in accordance with company policies and procedures
• Serve as moderator to resolve employee and/or guest issues or concerns
• Provide assistance to all staff when dealing with escalated issues such as guest complaints and inform Spa Manager
• Troubleshoot and assist staff with POS and other software including MindBody, JONAS, and Asset Essentials
• Assist Spa Manager in reviewing schedule for mistakes in appointments and provider availability
• Provide input to Spa Manager of strategies for better workplace efficiency and goal achievement
• Stay up to date on marketing initiatives
• Review key performance indicators with Spa Manager and track objective progress monthly, quarterly and annually
• Perform both opening and closing duties
• Must be available to work one weekend day and holidays
• Perform any other related duties as instructed by management

Benefits

• Paid sick leave (accrued at 1 hour per 30 hours worked, up to 48 hours per year)
• Workers' compensation
• Unemployment insurance
• 401(k) retirement plan with an employer match

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed