SPA AND WELLNESS CONCIERGE

Fisher Island Club•Fisher Island, FL

3d•Onsite

About The Position

Fisher Island Club is seeking a full-time Spa Concierge to join their team. This role is ideal for a hospitality professional with experience in Spas who enjoys exceeding expectations in an upscale resort environment. The Spa Concierge is the primary point of contact for guests and members at the Spa and Salon, creating the first and last impression of the department. Responsibilities include handling guest requests for Spa, Fitness, Salon, and Retail Services, ensuring courteous and efficient check-in and check-out, scheduling services, answering phones, and processing sales. The position operates within Fisher Island Club's philosophy of teamwork, integrity, fairness, and honesty. The Spa Concierge reports to the Assistant Spa Director and is crucial in creating a warm, professional, and comfortable environment for all members and guests visiting the Spa. This role requires maintaining high service standards, assisting in various spa operations, and ensuring a seamless guest experience.

Requirements

High School Degree and/or GED required.
Prior club, hotel, spa, and hospitality experience desired.
Prior front desk experience is highly desirable, including working with a computerized point of sale and/or reservations system.
Two to three years related experience and/or training, or equivalent combination of education and experience.
Reading, writing, and oral proficiency in the English language.
Must be willing to work a flexible schedule to accommodate the Spa’s needs.
Must be self-motivated.
Must be able to work efficiently under pressure.
Must work in a safe, prudent, and organized manner.
Must have mathematical skills and a technical aptitude.
Knowledge of the club/hotel and/or spa industry.
Must have basic knowledge of computer programs including Microsoft Excel, Word, & Internet applications.
Must have a commitment to follow all policies and procedures as they relate to the Spa and Club.
Must be able to relate to all levels of management and colleagues.
Must have excellent interpersonal and communication skills.
Must be open to learning about treatments and concepts that derive from other cultures.
Must be professional, energetic, enthusiastic, cooperative, and always have a friendly disposition.
Must be punctual and reliable.
Have an aptitude to work in a very busy environment including phones, clients, and staff as needed.
Must be willing to attend all mandatory training to further spa skills.
Consistent attention to detail in delivering the Fisher Island experience.
Ability to multi-task and maintain grace while under pressure.
Must have knowledge of spa services and products offered.
Juggle and balance the needs of the organization.
Consistently strive for a higher level of achievement both personally and professionally.
The ability to upsell services, recommend products and assure member/guest satisfaction.
Must be willing to be proactive, take initiative, and be held accountable when dealing with members/guests.
Must be comfortable with accounting documentation at the close of shift and be held accountable.

Nice To Haves

Creating memorable and comforting experiences
Emotional intelligence
Proper grooming standards
Strong multitasking and organizational skills
Friendly and warm personality with good communication skills
Keeping up to date with spa trends
Creating an example of themselves with excellence.
Proactive, Team Player, Problem Solver
Passionate about hospitality and customer service driven
Must have a professional appearance and good hygiene
Respect for all co-workers and guests
Pride in your work by creating positive energy, excitement, and fun
Demonstrate positive behaviors, smiling, being polite and courteous

Responsibilities

Handle each guest/member's request for Spa, Fitness, Salon, and Retail Services.
Ensure all members/guests are greeted, and personally checked in and out of the Spa courteously, efficiently, and accurately.
Schedule services via the appointment booking system.
Answer and route phone calls.
Sell merchandise and perform point of sale settlements.
Support the club’s philosophy and culture daily to ensure member/guest satisfaction.
Ensure that a high standard of service is maintained throughout the spa, as detailed in Club and Department standard operating procedures, as well as the Forbes and Leading Hotels of the World standards.
Assist in the operations of the entire spa department including Front Desk, Spa Retail Area, Relaxation & Locker Areas, Prep Area, Fitness areas, Treatment Rooms, and Salon.
Represent the first impression, ensuring a warm and friendly welcome and check-in experience to all members/guests always, confirming membership status and good standing.
Use the member/guest name appropriately and communicate it to colleagues and managers.
Assist in the smooth flow of the member/guest’s journey throughout the visit.
Give guided tours of the Spa when needed and offer return members/guests proper recognition.
Provide members/guests with information regarding the Spa's facilities, programs, and services.
Guide members/guests through the booking process offering a personalized experience and customized recommendations by sharing knowledge of spa services.
Schedule services using the appointment booking system following all booking operating procedures.
Organize appointment scheduling to maximize the use of time and profitability whilst ensuring that the member's/guests’ needs are of first importance.
Proactively record guest preferences and anticipate needs, helping with any reservation even if it does not pertain to the Spa.
Communicate other necessary guest information with colleagues (i.e.: Birthdays, Anniversaries, Special requests.).
Inform Management of member/guest grievances.
Handle member/guest complaints in accordance with our member/guest resolution policy.
Take ownership and provide satisfaction and assurance to them that you will bring the issue to Management.
If Management is unavailable, address problems in a courteous manner.
Assist guests in the Retail and ring-up sales.
Ensure that the reception and retail area is always tidy, clean, and fully always stocked.
Process all vouchers including training and classes as well as spa services through the spa software.
Check members/guests out of the Spa ensuring services have been accurately settled.
Answer/address all correspondence in a timely manner, including emails and voicemails.
Handle member/guest comments and concerns in a timely and appropriate manner, consulting a member of the leadership team when necessary and following an appropriate and expected handover to coworkers when tasks are not completed.
Monitor and change the music on the master sound system as it pertains to the spa areas.
Run daily usage reports off the appointment booking software and submit them to Supervisor via daily reports.
Assist Therapists in room assignments.
Report any dysfunctional equipment to Spa MOD.
Maintain inventory of supplies for the operations of the spa reception as per the inventory calendar.
Attend daily, weekly, and monthly spa meetings as well as all training courses deemed necessary/mandatory.
Assist with various demonstrations, events, and training.
At the close of your shift, inform the next shift of any pertinent information relative to operations and Member services.
Complete all closing shift duties if on the closing shift.
Complete all opening shift duties if on the opening shift.
Maintain a high standard of appearance and personal hygiene in accordance with the employee handbook and spa-specific grooming guidelines.
Ensure the uniform is immaculate.
Appearance should be professional with minimal jewelry, conservative hair, and nail style and a nametag is worn.
Prepare gift certificates and gift packaging.