Spa Concierge

Spa Concierge In addition to base wage, you will be eligible to participate in the spa gratuity plan and relevant commissions, where applicable.

The Spa Concierge is a key ambassador of the spa experience, managing daily spa operations and the guest journey while delivering seamless, anticipatory service and actively driving treatment and retail revenue. This role oversees the guest experience from initial inquiry and booking through post-service retail guidance, ensuring every interaction reflects Forbes Five-Star service standards and the spa’s wellness philosophy.

Core responsibilities include booking, confirming, and optimizing appointments; selling treatments, enhancements, upgrades, and spa packages; and providing informed guidance on spa services, products, and holistic wellness offerings. Spa Concierges are expected to navigate guest questions and objections related to pricing, availability, and treatment selection with confidence, offering thoughtful solutions that align guest needs with operational and revenue goals. This position contributes directly to spa performance through personalized retail recommendations, strong spa product and inventory knowledge, restocking, and merchandising support.

Additional duties include welcoming and escorting guests, processing financial transactions with precision—including refunds and exchanges—maintaining a pristine reception environment, managing guest profiles and preferences, and coordinating closely with therapists and leadership to ensure smooth daily operations.

Success in this role requires refined communication skills, sound judgment, sales fluency, and a solid foundation in wellness knowledge. The ideal Spa Concierge operates with professionalism and autonomy, consistently contributing to guest satisfaction, revenue growth, and brand integrity.

Job Duties & Functions

Guest Experience & Service Delivery

• Greet each guest warmly and genuinely during each interaction.
• Provide spa tours and explain amenities, policies, and service offerings.
• Maintain positive guest relations through attentive service, clear communication, and timely responses to all requests.
• Promote and recommend treatments, enhancements, packages, gift cards, and retail products.

Scheduling & Front Desk Operations

• Accurately book, adjust, and cancel appointments using spa management software.
• Answer phones promptly and courteously using approved greetings and guest names as set forth in the Spa Concierge training manual.
• Confirm appointments and communicate pertinent guest information (e.g., allergies, preferences) to service providers.
• Maintain an accurate and balanced Spa desk bank.
• Follow Spa Concierge service booking policies and maximize therapist utilization.

Communication & Team Collaboration

• Maintain clear and professional communication with service providers and Spa leadership.
• Relay scheduling updates, guest requests, and special accommodations to the appropriate departments.
• Support Spa Attendants with locker room and amenity upkeep when needed.
• Assist in facilitating shift changes and break coverage with team cooperation.

Facility Maintenance & Cleanliness

• Maintain a clean, safe, and well-organized front desk and public area.
• Maintain the cleanliness and aesthetic of the guest reception area at all times.
• Assist with retail displays, guest amenity stock, and visual merchandising.
• Ensure front-of-house guest visual standards are upheld at all times.

Sales & Retail Support

• Actively promote and sell spa products and services.
• Maintain retail presentation and cleanliness.
• Assist with monthly inventory, product restocking, and order preparation as requested.
• Keep current with treatment menu updates, product knowledge, and promotional offerings.

Event Support

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

Professionalism & Standards

• Maintain exceptional grooming and uniform standards per Spa policy.
• Attend and participate in all staff meetings, training sessions, and assigned continuing education workshops.
• Follow all safety, sanitation, and operating procedures and hotel regulations.
• Uphold the confidentiality of all guests and company information.
• Use L.E.A.R.N. (Listen, Empathize, Apologize, Resolve, Notify) to resolve guest concerns.

Qualifications and Requirements

• Proven customer service experience 1-2 years minimum in luxury hospitality, spa, and spa retail is required.
• Strong computer skills and proven experience with spa booking software are required.
• Exceptional verbal communication, multitasking, and interpersonal skills are required.
• Must possess a positive attitude, polished demeanor, and attention to detail.
• Must be flexible and able to work evenings, weekends, and holidays as needed.
• Ability to work calmly and efficiently in a fast-paced environment is required.

Physical Requirements

• Ability to stand for extended periods.
• Must be able to bend, stoop, and lift up to 25 lbs. as needed.
• Comfortable working in a spa environment exposed to ambient heat, aromas, and moisture.

The standard expected work week is 45 hours, but actual schedules depend on business needs.