Concierge Jobs

About The Position

Requirements

• Ability to satisfactorily communicate in English with guests, co-workers, and management to their understanding.
• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
• Punctuality and regular and reliable attendance.
• Interpersonal skills and the ability to work well with co-workers and the public.
• Ability to work a flexible schedule (AM, PM, Weekends & Holidays).
• Demonstrate previous spa concierge and/or other spa work experience and strong work ethic and reliability.
• Demonstrate strong customer service and/or sales experience and/or ability to promote and sell services and products.
• Demonstrate energy and enthusiasm, motivation and motivational ability.
• Demonstrate professional manner, oral and written communication, discretion, and appearance.
• Demonstrate the ability to successfully collaborate, cooperate, and contribute to the organization and to colleagues.

Nice To Haves

• Three to five years’ experience in a Spa managerial role.
• Bachelor's Degree preferred
• Deep knowledge of Spa operations, services and products.
• Ability to effectively handle multiple demands and challenging guest relations issues.
• Basic financial skills, including budget, forecast and labor projections.
• Ability to interpret and utilize basic business data.
• Ability to communicate verbally and in writing to guests, employees and fellow managers.
• Familiarity with Hospitality Management Solution (HMS), Excel, Word and Power Point.
• Ability to read, write and speak English.
• Travel required: Up to 10%
• No set hours; scheduled days and hours will vary based on business need.

Responsibilities

• Directs activities of staff, including the Spa Operations Manager(s), Concierges, Therapists, Aestheticians and Attendants. Conducts performance evaluations and implements disciplinary actions as required.
• Creates and monitors the department budget, advising the Director of Finance of any discrepancies or deviations. Ensures all business objectives and sales goals are met.
• Reviews and manages department schedules to ensure staff is supported and business needs are being met.
• Ensures coordination of Spa appointments, including those requiring special attention, returning guests and groups.
• Creates promotional campaigns to raise awareness and visibility of the Spa within the hotel and the local community.
• Manages vendor relationships, communication and product procurement.
• Oversees and directs the product retailing operations at the Spa.
• Ensures Spa sanitation codes and health department standards are consistently met, including facilities, equipment and supplies.
• Ensures compliance with all financial and credit procedures and controls, including cash handling.
• Effectively establishes systems and processes to handle guest requests, concerns and complaints, ensuring timely and appropriate resolutions.
• Takes prompt action in all matters related to the safety, security, well-being and satisfaction of hotel guests and employees. Responds swiftly and effectively in any emergency or safety-related situation.
• Attends all required leadership meetings as determined by the General Manager.
• Complies with all Work Rules, Safety Standards and Standards of Conduct as set forth in the Employee Handbook.
• Works harmoniously and professionally with co-workers and supervisors.
• May be assigned other duties at the discretion of management.
• Maintain knowledge of current trends in the spa industry, with a complete understanding of the latest treatment modalities, product lines, retail, and equipment.
• Supervise spa reservations to ensure maximum yield and labor efficiency.
• Oversee all incoming transactions for quality control.
• Evaluate complex situations and make decisions which result in positive outcomes for the company, the customer and the employees.
• Maintain, review and respond to daily communication log.
• Review all upcoming appointments and treatments.
• Update entire team with additions or changes to protocols and procedures.
• Attend all staff meetings, product and treatment education classes.
• Manage multiple projects with day-to-day operations
• Report and resolve any malfunctions in equipment and initiate repairs.
• Evaluate time keeping and transaction reports to accurately process payroll, correcting any transaction errors on employee payroll reports.
• Ensure that public and private areas are in impeccable physical condition and well maintained.
• Provide constructive feedback to staff to promote a positive work environment, conduct disciplinary procedures when necessary, ensuring all paperwork is completed on time and accurately.
• Maintain and record in the employee performance log.
• Create and implement company SOPs
• Conduct training for the front of house staff and ensure that all employees have the necessary skills to perform their assigned duties.
• Ensure that the standards of all services and operations performed are as set in the spa training manual.
• Attend training sessions that pertain to guest services whenever required to regularly deliver updated operations knowledge to the team.
• Host monthly front of house meetings to provide operational feedback and update staff on upcoming promotions or changes in operations.
• In conjunction with the Assistant Spa Director & Assistant Spa Manager, implement effective follow up measures to ensure efficiency and optimal staff performance.
• Proactively schedule, supervise, and conduct employee new-hire and on-going training programs.
• Present and review retail and service performance numbers to the on a daily basis.
• Review analysis of data pertaining to financial business performance on a weekly basis.
• Establish and maintain retail targets as a percentage of revenues.
• Assist the retail store with sales, promotions, and merchandising to generate revenue.
• Assist the with preparation of incentives for the front of house team.
• Oversee daily front of house operations of the spa facility with emphasis on guest services, sanitation, safety, staffing guidance, and support to ensure maximum operational efficiencies.
• Review spa occupancy forecasts and all weekly spa schedules anticipating appropriate staff levels.
• Ensure that inventories are conducted regularly and accurately for all retail and front of house items.
• Assign job tasks to Concierge as suited to their position and ability.
• Interview, hire, train, supervise, and evaluate performance of the Concierge team.
• Review all incoming groups and VIP’s and communicate to each department.
• Work with the Assistant Spa Director & Spa Manager to establish initiatives in regard to human capital, marketing, and sales.
• Evaluate operations and procedures and present improvements for approval.