Spa Concierge (Full Time)

Mauna Kea Resorts•Waimea, HI

3d•Onsite

About The Position

The Spa Concierge is responsible for delivering exceptional, courteous, and efficient guest service from arrival through departure. This role manages spa check-in and checkout procedures, assists with reservations, promotes spa services and retail products, and maintains the cleanliness and organization of spa, locker room and relaxation facilities.

Requirements

High school diploma or equivalent combination of education and relevant experience.
Must obtain CPR/AED and First Aid certification within 60 days of hire.

Nice To Haves

Strong guest-service orientation with excellent interpersonal and communication skills.
Ability to remain calm, professional, and courteous in fast-paced or challenging situations.
Outgoing, energetic, and enthusiastic with a positive attitude.
Detail-oriented, organized, and self-motivated.
Ability to prioritize tasks and work independently without direct supervision.
Strong problem-solving and decision-making skills with a guest-first mindset.
Proficient in basic math, including percentages and fractions.
Skilled in POS systems, inventory management software, and computerized spreadsheets.
Ability to read, interpret, and prepare operational documents, reservation reports, and safety procedures.
Ability to maintain confidentiality and discretion regarding guest and spa information.
Comfortable working collaboratively with cross-functional teams and departments.
Previous experience in hospitality, spa or wellness, customer service, sales, guest relations, or administrative support preferred.

Responsibilities

Greet all guests with warmth and Aloha, creating a welcoming, professional, and secure environment.
Provide accurate information on spa services, treatments, and retail products; recommend and upsell offerings based on guest needs and preferences.
Manage spa reservations and requests, changes, and cancellations via phone, email, and in person.
Complete all opening and closing procedures in accordance with established checklists.
Support daily spa operations across all functional areas.
Process billing, payments, and retail transactions accurately.
Maintain thorough knowledge of hotel facilities, services, and hours of operation.
Check in spa guests, issue lockers, and provide detailed tours of locker room and spa facilities.
Stay engaged with guests and ensure they are where they need to be in time for their services.
Maintain exceptional cleanliness, organization, and presentation of the spa desk, relaxation areas, locker rooms, restrooms, showers, and spa facilities.
Ensure all spa areas are fully stocked with guest amenities and supplies at all times.
Report any damaged, malfunctioning, or hazardous equipment to Spa Leadership immediately.
Enforce spa rules, policies, and procedures with tact, professionalism, and discretion.
Take ownership of guest concerns and complaints, demonstrating initiative to resolve issues promptly and effectively.
Participate in training sessions, departmental communications, planning meetings, and associate engagement activities.
Support associate and community relations initiatives as needed.
Perform other related duties as assigned or required.