Spa - Concierge

Human Resources•Napa, CA

21d•$18

About The Position

The Spa Concierge is responsible for managing all aspects of guest flow throughout the Spa, Salon, Fitness Center, and Recreation areas. As the primary point of contact for guests, this role includes greeting, informing, guiding, scheduling services, processing payments, and ensuring a seamless, luxurious, and memorable experience. The Spa Concierge also supports communication and coordination among Spa, Salon, Fitness, and Recreation teams.

Requirements

No formal education required.
Minimum six months of experience in sales, guest relations, or spa services preferred.
Basic knowledge of spa operations, luxury hotel standards, and guest service etiquette is helpful.
Excellent customer service, communication, and problem-solving skills.
Ability to perform basic math functions.
Strong attention to detail; able to remain calm during high-volume periods.
Ability to learn hotel phone and computer systems; proficiency in Microsoft Office.
Ability to read and interpret safety rules and operating instructions; must speak, read, write, and understand English.
Ability to work independently as well as collaboratively.
Flexibility to work weekends, holidays, and varied shifts.
Must maintain a clean, professional appearance.
Completion of all required training.
Ability to sit, stand, and walk for extended periods.
Ability to work quickly and handle frequent reaching, handling, talking, and listening.
Must maintain balance while moving or carrying supplies.
May push/pull carts and lift up to 50 lbs. occasionally (and up to 20 lbs. frequently).
Requires visual acuity for computer work and cleanliness inspection.

Nice To Haves

First Aid and CPR certifications preferred.

Responsibilities

Respond to guest inquiries regarding spa services, treatments, amenities, and policies.
Maintain up-to-date knowledge of all spa and salon offerings, staff specialties, fitness classes, retail products, and hours of operation.
Take and deliver messages promptly.
Promote upgrades and additional services to enhance the guest experience and drive revenue.
Provide guided tours of spa facilities and answer questions about property-wide amenities.
Schedule spa, salon, and fitness appointments while balancing workloads for maximum productivity.
Coordinate with group planners to ensure accurate booking for group reservations.
Confirm appointments and communicate any updates or changes.
Welcome and escort guests to lounges and relaxation areas prior to services.
Assist with product recommendations and retail purchases; promote retail sales.
Restock retail displays, guest supplies, and amenities throughout the spa.
Explain facility features and fitness equipment use as needed.
Assist Spa leadership with daily administrative duties, including payroll cards and staff communication.
Complete required paperwork and report guest concerns or incidents to management.
Support meeting preparation and communicate upcoming events or resource needs.
Monitor all guest spaces—locker rooms, fitness areas, treatment rooms, and reception—to ensure cleanliness, organization, and proper stocking.
Coordinate with Housekeeping, Engineering, Front Office, and other departments regarding maintenance, VIP requests, and special needs.
Ensure retail areas remain clean, organized, and visually appealing.
Follow established procedures to open and close the facility.
Reconcile and balance daily sales, generate required reports, and maintain accurate records.
Perform guest billing, posting, and payment processing in accordance with hotel procedures.
Resolve guest concerns within scope and escalate when appropriate.
Report unusual incidents, missing items, or suspected theft to management or Security.
Follow all safety standards and wear required non-slip footwear.
Report safety hazards immediately and respond appropriately in emergencies.
Use required PPE and report damaged or ill-fitting equipment.
Follow HAZMAT and MSDS compliance guidelines.
Maintain regular and punctual attendance as an essential function of the job.
Assist with meeting preparation, VIP list updates, and follow-up on previous-day concerns.
Prepare reports and statistical summaries as requested.
Report maintenance issues, unsafe conditions, and accidents promptly.