Spa Lead Concierge

SUMMARY

The Spa Lead Concierge will provide the highest level of guest service excellence to ensure an atmosphere of rejuvenation and well-being for our guests, resulting in increased total revenue through repeat guest visits, upgraded and multiple services, and increased retail sales through each guest receiving a lifestyle home skin and body care regimen program. Responsible for training staff personnel on guest service excellence, brand standards, and overall reception and reservations operations.

ESSENTIAL FUNCTIONS

1. Actively oversee the Spa Concierge reception and reservations team, working alongside them in a leadership role capacity.

2. Act as a cultural ambassador with exceptional positivity, awareness, passion, attention to detail, and ability to inspire.

3. Monitor guest and member interactions and team member grooming to ensure both Rancho Valencia Service Standards and Forbes Standards are upheld. Provide immediate feedback as needed and communicate to the manager for record keeping.

4. Proactively review appointments for the day and future bookings to ensure any potential issues are addressed before they arise. Daily review of treatment room assignments for continuity and availability and the efficient booking of service providers.

5. Monitor appointment books for possible Forbes inspectors, VIPs, and special attention guests.

6. Resolve service excellence issues with clients, addressing them with minimal loss of revenue while prioritizing the relationship.

7. Ensure telephone calls are answered as soon as possible and before 3 rings, and emails are answered within an hour.

8. Deepen the Spa Concierge team’s menu and product knowledge.

9. Assist with training new team members and monthly reservation call coaching.

10. Grow the database of guest preferences and encourage the team to customize the experience of every guest and continue to exceed their expectations.

11. Ensure all retail displays are clean, tidy, and filled daily. Receive and tag retail merchandise when needed. Communicate low inventory levels with the Assistant Spa Director. Participate in spa inventory counts as scheduled. Assist with special retail orders and shipping.

12. Ensure cash handling, gift card redemption and reporting, guest intake, and all other Standard Operating Procedures are adhered to.

13. Assign downtime projects to set the team up for success during peak times.

14. Create a featured “product of the week” and/or “treatment of the week” and coordinate with the Treatment Supervisor and the Lead Massage Therapist on training the Spa Concierge team on the features and benefits of this product.

15. Assist with special projects as assigned by management.

16. Assist with spa walk-throughs noting special areas that need cleaning or maintenance attention.

17. Maintain confidentiality and discretion at all times, using good judgment when matters must be escalated to a manager.

18. Actively participate in safety programs and abide by all injury reporting and safety behavior requirements.

19. Participate in and support hotel efforts towards community service, sustainability, and environmental initiatives.

20. Perform other duties as directed, developed, or assigned.

21. Facilitates seamless communication to the concierge and reservations team. This includes the distribution of relevant information, whether it be operational updates, shift-specific details, or training insights, ensuring all team members are well-informed and prepared for their duties.

22. Proactively assesses current protocols and procedures, the Lead Concierge is tasked with identifying areas for potential improvement in maintenance and upkeep.

QUALIFICATIONS

Required

1. Minimum of 2 years of experience in the hospitality field, preferably in a spa environment.

2. Excellent verbal and written communication skills.

3. Ability to multitask with strong follow-through, efficiency, and organization.

4. Basic knowledge of computers.

5. Education: Minimum High School degree.

6. Flexibility in schedule is required to accommodate the dynamic needs of our guests and operational requirements. The ability to work a variety of shifts is essential to meet the diverse demands of our clientele and operational needs.

Desirable

1. Previous experience working at a luxury, 5-star resort.

2. SpaSoft experience.

3. Previous retail experience.

SKILLS

Required

1. Ability to work under own initiative in a fast-paced environment.

2. Strong interpersonal skills.

3. Proficient with all Microsoft Office programs.

4. Type a minimum of 50 words per minute.

TRAVEL REQUIREMENTS

1. Travel is not required for this position.

PHYSICAL DEMANDS

2. Constant need to perform the following physical activities: standing, walking, grasping, turning, finger dexterity.

3. Frequent or occasional need to perform the following physical activities: reaching, bending, pushing, pulling, twisting, lifting, and climbing.

4. Frequently needs to stand for long periods of time.

5. Lifting/carrying up to 10 lbs. frequently and 25 lbs. occasionally.

6. Vision requirements: constant need to view small print. Frequent need to see small details and things clearly beyond arms’ reach.

7. Hearing requirements: constant need to speak on the telephone and/or two-way radio, respond to the general public, and converse with staff. Ability to hear fire alarms and emergency equipment.

NOTE: A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description does not state or imply that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform other job-related duties assigned by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an “at-will” relationship.