Spa Concierge

The Spa Concierge plays a central role in providing seamless, gracious, and anticipatory service to every guest of the spa. This position is responsible for booking and confirming appointments, greeting and escorting guests, delivering accurate information regarding spa services and products, and assisting in the overall daily operation of the spa. The Spa Concierge serves as a welcoming face and voice of the Spa and sets the tone for a guest’s entire experience.

Success in this role requires attention to detail, multi-tasking, refined communication, and a genuine desire to deliver exceptional service with warmth and efficiency. Spa Concierges are also responsible for maintaining a clean and orderly front desk and reception area, handling financial transactions, managing guest requests, selling and restocking retail, and supporting back-of-house operations when needed.

Guest Experience & Service Delivery

1. Greet each guest warmly and genuinely during each interaction.

2. Provide spa tours and explain amenities, policies, and service offerings.

3. Maintain positive guest relations through attentive service, clear communication, and timely responses to all requests.

4. Promote and recommend treatments, enhancements, packages, gift cards, and retail products.

Scheduling & Front Desk Operations

1. Accurately book, adjust, and cancel appointments using spa management software.

2. Answer phones promptly and courteously using approved greetings and guest names as set forth in the Spa Concierge training manual.

3. Confirm appointments and communicate pertinent guest information (e.g., allergies, preferences) to service providers.

4. Maintain an accurate and balanced Spa desk bank.

5. Follow Spa Concierge service booking policies and maximize therapist utilization.

Communication & Team Collaboration

1. Maintain clear and professional communication with service providers and Spa leadership.

2. Relay scheduling updates, guest requests, and special accommodations to the appropriate departments.

3. Support Spa Attendants with locker room and amenity upkeep when needed.

4. Assist in facilitating shift changes and break coverage with team cooperation.

Facility Maintenance & Cleanliness

1. Maintain a clean, safe, and well-organized front desk and public area.

2. Maintain the cleanliness and aesthetic of the guest reception area at all times.

3. Assist with retail displays, guest amenity stock, and visual merchandising.

4. Ensure front-of-house guest visual standards are upheld at all times.

Sales & Retail Support

1. Actively promote and sell spa products and services.

2. Maintain retail presentation and cleanliness.

3. Assist with monthly inventory, product restocking, and order preparation as requested.

4. Keep current with treatment menu updates, product knowledge, and promotional offerings.

Event Support

1. Participate in and support hosted spa events, promotions, and wellness activations.

Professionalism & Standards

1. Maintain exceptional grooming and uniform standards per Spa policy.

2. Attend all staff meetings, training sessions, and continuing education workshops.

3. Follow all safety, sanitation, and operating procedures and hotel regulations.

4. Uphold the confidentiality of all guest and company information.

5. Use L.E.A.R.N. (Listen, Empathize, Apologize, Resolve, Notify) to resolve guest concerns.

1. Previous customer service experience in luxury hospitality, spa, or retail is required.

2. Strong computer skills are required and experience with spa booking software is preferred.

3. Exceptional verbal communication, multitasking, and interpersonal skills are required.

4. Must possess a positive attitude, polished demeanor, and attention to detail.

5. Must be flexible and able to work evenings, weekends, and holidays as needed.

6. Ability to work calmly and efficiently in a fast-paced environment is required.

1. Ability to stand for extended periods.

2. Must be able to bend, stoop, and lift up to 25 lbs. as needed.

3. Comfortable working in a spa environment exposed to ambient heat, aromas, and moisture.