Spa Concierge

ZERMATT RESORT•Midway, UT

18h•Onsite

About The Position

The Spa Concierge is the first point of contact for Spa guests and plays a key role in delivering a welcoming, organized, and elevated guest experience. This role supports daily front-desk operations, appointment scheduling, retail sales, and guest service recovery while maintaining a calm, professional, and luxury-focused environment.

Requirements

High school diploma or equivalent.
1+ year of customer service experience (hotel, spa, resort, or luxury retail preferred).
Strong verbal and written communication skills.
Comfortable using computers, POS systems, and scheduling software.
Ability to handle multiple priorities in a fast-paced environment with professionalism.
Reliable attendance and flexibility to work weekends/holidays.

Nice To Haves

Previous spa, hotel front desk, or concierge experience.
Sales experience with retail or service add-ons.
Bilingual (Spanish) a plus.

Responsibilities

Greet Spa guests warmly, confirm appointments, and provide orientation (facilities, policies, amenities).
Manage check-in/check-out processes, guest intake forms, and spa waivers.
Handle guest requests and concerns with empathy and urgency; escalate as appropriate.
Maintain lobby/reception presentation standards (clean, quiet, stocked, welcoming).
Answer phones, respond to emails/messages, and book/modifiy appointments accurately.
Coordinate therapist schedules, room availability, and service timing to maximize utilization.
Promote upgrades, add-ons, and enhancements to optimize guest experience and revenue.
Communicate schedule updates and special requests clearly to therapists and leadership.
Recommend spa products and services based on guest needs and preferences.
Process retail transactions and support merchandise displays and inventory counts.
Achieve individual and team retail/service sales goals and track daily results.
Operate POS and reservation systems; ensure accurate data entry and payment processing.
Balance cash drawer and follow all cash-handling and refund procedures.
Support daily opening/closing procedures and end-of-day reporting as assigned.
Maintain guest confidentiality and uphold professional boundaries at all times.
Assist with laundry/stocking/amenity organization as needed to support operations.
Follow safety, sanitation, and cleanliness standards for a spa environment.
Participate in trainings, meetings, and service standards refreshers.