Spa Concierge

Boardwalk IG Management LLC•Yountville, CA

3h•Onsite

About The Position

The Spa Concierge is responsible for delivering an exceptional guest experience from initial contact through departure. This role manages reservations, guest arrival and departure processes, retail transactions, and personalized service coordination. Reporting to the Spa Supervisor, with oversight from the Spa Director, the Spa Concierge ensures every guest interaction reflects Estate Yountville’s commitment to refined hospitality, efficiency, and attention to detail.

Requirements

High school diploma or equivalent required.
1–2 years of luxury hospitality, spa, or customer service experience preferred.
Proficiency with Book4Time software preferred; strong computer skills required (Microsoft Office, email systems).
Excellent written and verbal communication skills.
Strong organizational skills with the ability to prioritize multiple tasks.
Strong mathematical skills for accurate financial transactions.
Ability to work independently while following direction from the Spa Supervisor.
Ability to multitask and maintain professionalism under pressure.
Availability to work nights, weekends, and holidays as required.
Ability to stand for extended periods.
Ability to lift and move retail products or supplies up to 25 pounds.
Comfortable working in an environment infused with essential oils and treatment aromas.
Ability to maintain focus and professionalism in a fast-paced hospitality environment.

Nice To Haves

1–2 years of luxury hospitality, spa, or customer service experience preferred.
Proficiency with Book4Time software preferred

Responsibilities

Greet and welcome guests with professionalism and warmth, anticipating needs and personalizing each interaction.
Efficiently schedule, modify, and confirm reservations using Book4Time software.
Maintain accurate and detailed guest profiles, preferences, and visit history.
Conduct thorough consultations to understand guest expectations and coordinate services accordingly.
Facilitate smooth check-in and check-out procedures, ensuring accuracy and efficiency.
Process payments accurately, including cash, credit cards, gift certificates, and package redemptions.
Maintain fiscal responsibility and accountability of assigned cashier bank.
Support retail operations, including product knowledge, presentation standards, inventory awareness, and achievement of sales goals.
Educate guests on spa services, enhancements, memberships, promotions, and property offerings.
Provide spa tours and orient guests to locker rooms, relaxation areas, and spa amenities.
Liaise between guests, service providers, Spa Attendants, and the Spa Supervisor to ensure seamless communication.
Read and update communication logs prior to each shift and pass vital information to the next shift.
Maintain a clean, organized, fully stocked, and presentation-ready front desk and reception area.
Support group bookings and special events as assigned.
Assist Spa Attendants as needed to ensure guest satisfaction and facility presentation.
Follow all safety procedures and report maintenance needs promptly.
Attend all scheduled trainings and team meetings.
Perform additional duties as assigned to support spa operations.
Uphold Estate Yountville’s luxury service standards and Forbes expectations in every guest interaction.
Maintain a polished, professional appearance consistent with resort standards.
Deliver personalized service with attention to detail and strong communication skills.
Reinforce reservation accuracy, timing standards, and guest confidentiality.
Support performance metrics including retail sales and guest satisfaction scores.
Maintain composure, graciousness, and efficiency in high-volume or high-pressure situations.
Foster a cooperative and respectful team environment aligned with Estate values.
Support sustainability initiatives and brand standards across all guest touchpoints.