Spa Concierge

Human Resources•Napa, CA

31d

About The Position

The Spa Coordinator is responsible for overseeing all aspects of guest flow throughout the Spa, including the spa, salon, fitness center, recreation areas, and related facilities. This role serves as the primary point of contact for guests—greeting, informing, guiding, scheduling services, processing payments, and ensuring a seamless and exceptional guest experience. The Spa Coordinator also supports internal communication among Spa, Salon, Fitness, and Recreation teams.

Requirements

No formal education required.
Ability to perform basic math (addition, subtraction, multiplication, division).
Strong attention to detail; able to remain calm and effective during busy periods or guest challenges.
Ability to learn and operate hotel telephone and computer systems; proficiency in Microsoft Office.
Ability to read and interpret safety rules, operating instructions, and procedure manuals; must speak, read, write, and understand English.
Ability to work independently and as part of a team.
Flexibility to work various schedules, including holidays, weekends, and alternate shifts.
Must maintain a clean, professional appearance.
Completion of all required training.

Nice To Haves

Minimum six months of prior experience in sales, guest relations, or spa services preferred.
Basic knowledge of spa operations, luxury hotel standards, and guest service etiquette preferred.
First Aid and CPR certification preferred.
Excellent customer service and communication skills; ability to interact with guests of diverse backgrounds and resolve issues effectively.

Responsibilities

Responds to guest inquiries regarding spa services, treatments, amenities, and policies.
Maintains up-to-date knowledge of all spa and salon services, amenities, staff expertise, fitness classes, retail items, and hours of operation.
Takes and delivers messages promptly.
Promotes additional services and upgrades to enhance guest satisfaction and increase revenue.
Provides tours of spa facilities and answers questions about property-wide amenities.
Schedules spa, salon, and fitness appointments and distributes workload to maximize efficiency and productivity.
Collaborates with group coordinators to ensure accurate booking of group reservations.
Confirms guest appointments and communicates any changes or updates.
Welcomes and escorts guests to waiting or lounge areas in preparation for services.
Assists guests with the selection and purchase of retail products and actively promotes retail sales.
Restocks retail displays and guest supplies throughout the spa.
Explains the use of spa facilities and fitness equipment as needed.
Assists Spa management with daily administrative tasks including payroll card completion and responding to staff inquiries.
Completes required paperwork and communicates guest concerns, incidents, and operational needs to management.
Supports preparation for meetings and reports upcoming events or resource needs.
Monitors all guest areas—locker rooms, fitness areas, treatment rooms, and reception—to ensure cleanliness, organization, and proper stocking.
Coordinates with Housekeeping, Engineering, Front Office, and other departments regarding maintenance needs, VIP requests, and special situations.
Ensures retail displays remain clean, attractive, and well-maintained.
Opens and closes the facility following established procedures.
Reconciles and balances daily sales, runs required reports, and maintains accurate spa records.
Performs guest accounting functions in accordance with hotel procedures, including billing, posting charges, and collecting payments.
Resolves guest complaints within scope of authority and escalates issues as needed.
Reports unusual incidents, missing items, or suspected theft to management and/or Security.
Complies with all safety policies and wears required non-slip, oil-resistant footwear.
Reports potential safety hazards and takes immediate action in emergencies.
Uses required PPE and reports any damaged or ill-fitting equipment.
Maintains compliance with the hotel’s HAZMAT program and MSDS guidelines.
Regular, punctual attendance is an essential function of the position.
Assists with departmental meeting preparation, VIP list review, and follow-up on prior-day concerns.
Prepares reports and statistical summaries upon request.
Reports unsafe conditions, maintenance needs, and accidents promptly.