Spa - Concierge

Ensemble•Carmel Valley, CA

4d•Onsite

About The Position

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.

Requirements

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.
Must speak and communicate in English.
Must be able to clearly communicate with guests, management and coworkers

Nice To Haves

Previous reception and point of sale experience.

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.