Spa Concierge - On Call

The Watergate Hotel•Washington, DC

1d•$0 - $23•Onsite

About The Position

The Spa Concierge will provide the highest quality of service to spa guests and spa members in person and on the telephone. This role is responsible for seamless service in guest reception, checkout, telephone inquiries, appointment reservations, and fitness operation. The Spa Concierge will greet guests warmly, maintain a professional and friendly demeanor, and handle incoming calls for appointments, scheduling them accordingly. They will also promote spa, salon, and fitness center services, accommodate guest and member requests, answer questions, and sell services, retail, and memberships. A thorough knowledge of the spa’s treatments and products is essential, as is the ability to assist guests with retail selection and upsell services. The role involves handling guest complaints, providing advice on treatments, processing point of sale transactions and gift certificates, and maintaining the spa environment. This includes ensuring the proper stocking of amenities, coordinating with other departments, managing the spa's ambiance (music, F&B, lighting), and ensuring all guests sign in and tracking waitlists.

Requirements

Ability to communicate in English.
Self-starting personality with an even disposition.
Maintain a professional appearance and manner at all times.
Can communicate well with guests.
Willing to “pitch-in” and help co-workers with their job duties and be a team player.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
Basic mathematical and computer skills.
Ability to establish and maintain effective working relationships with associates, customers and patrons.

Nice To Haves

High school diploma or equivalent preferred.

Responsibilities

Greet guests with a warm welcome, presenting a professional, friendly demeanor.
Receive incoming calls for appointments and schedule them accordingly.
Provide therapists with an accurate daily schedule throughout shift.
Call all expected guests within 2 days of arrival to promote spa, salon and fitness center.
Accommodate guest and member requests, answer questions and sell spa/salon services and retail and well as memberships.
Demonstrate a full knowledge of the spa’s treatments and products used and sold.
Assist guests with retail product selection.
Promote and up sell all spa/salon services.
Handle guest complaints following established practices for guest problem resolution to ensure guest satisfaction.
Provide advice to the guest in their selection of treatments to ensure a smooth and proper order of service.
Responsible for proper point of sale procedures and cash handling policies.
Process gift certificate requests including taking orders, preparing certificates, process payment and record sale.
Maintain supply of robes, towels, spa guest amenities and ensure the proper stocking of guest lockers, and cleanliness of the facility.
Coordinate with housekeeping and engineering when appropriate.
Responsible for spa environment including background music, hospitality F&B in the relaxation lounge and members sitting area, lighting levels and water feature.
Ensure all guests and members sign in before entering the spa facility.
Track all guests on daily wait list.