Job Description

Position Purpose & Summary

As the "face" of Strata Spa and Salon, the concierge staff is critical to ensuring that each guest has a positive and memorable experience.

The concierge is responsible for the reception area in the Spa and Salon. This includes warmly greeting all guests, answering telephones, assisting guests with any questions regarding services and products, booking all appointments, checking guests into our computer system, and checking guests out which includes charging guests correctly. Maintaining the tidiness and organization of our locker rooms and relaxation areas are included in these responsibilities as well as maintaining the general cleanliness and organization of the reception area.

Essential Functions:

• Be on time for shift and maintain consistent, regular attendance record.
• Properly open and/or close spa each day according to Standard Operating Procedures.
• Accurately book, change and cancel spa appointments.
• Acknowledge and greet everyone who enters and leaves spa facilities.
• Ensure that locker room and relaxation area are clean and stocked for flow of in-coming and out-going guests.
• Ensure that the check-in and payment processes are handled in accordance with company policy by processing cash, credit card and member transactions accurately protecting the company's assets.
• Provide detailed descriptions of spa treatments, packages, services, facility features and hours of operation.
• Utilize spa computers with skill and proficiency; document guest information in electronic record as directed.
• Answer the phone promptly and use the guest's name throughout the phone conversation; operate phone system accurately and efficiently.
• Balance the challenge of a face present guest vs. telephone calls.
• Actively promote the spa and salon, treatments, services, and retail, as well as programs, promotions and/or discounts available.
• Maintain eye contact when addressing guests; develop professional and personalized relationship with regular guests.
• Handle guests' questions and concerns promptly, professionally and courteously. Handle complaints with understanding and a calm manner directed toward resolution.
• Maintain complete confidentiality in all guest matters in accordance with company policy.
• Provide accurate, appropriate and immediate responses to all requests by guests, ensuring complete guest satisfaction.
• Maintain a clean, safe, fully stocked and well-organized work area.
• Ensure adequate stock of supplies; inform management when stock is low.
• Develop ability to work without constant direct supervision and remain at assigned post for extended periods of time.
• Maintain a positive attitude and contribute toward a quality work environment.
• Regularly attend, participate in and support training and staff meetings for the spa.
• Ability to perform the duties of the Retail Consultant as needed.
• Assist in all areas of spa operation as requested by management.
• Communicate to management any and all occurrences involving staff or guests in the spa that require attention.
• Deliver "I Am Proud" service standards and department-specific signature touch points.
• Establish cross-departmental channels of communication among teammates that are consistent and complete.

Additional Duties and Responsibilities:

• Greet every guest, member, and team member with "I Am Proud" standards and set a positive tone for every interaction.
• Provide extraordinary service that is "Enriching by Nature."
• Embrace, embody, demonstrate, and encourage wellness and the STRATA virtues through interactions, performance, and commitments.
• Uphold the Garden of the Gods Resort and Club's brand, culture, vision, mission, and values.
• Be empowered to make things go right if they go wrong.
• Give the guest/member a fond farewell.
• Address feedback by utilizing the LEARN Model.
• Demonstrate a professional appearance and be attentive to what matters most.
• Comply with company policies and procedures.
• Observe and adhere to safety guidelines.

Marginal Functions:

• Perform other duties as assigned.
• Interface positively with other departments, offering assistance when needed.
• Displays care in use of equipment and maintains an organized and professional work environment.

Position Requirements:

• Minimum Knowledge & Skills:
  • Must be detail-oriented and have ability to multi-task.
  • Ability to be efficient and productive in a fast-paced environment.
  • Must have enthusiasm and possess excellent customer service skills.
  • Must possess basic math and money handling skills.
  • Enjoy working with people and possess a friendly and outgoing personality.
  • Excellent communication, listening and computer skills.
  • Must be a team player.
  • Must be willing to work weekends.
  • Excellent command of the English language in communicating both verbally and non-verbally.
  • Ability to effectively present information and respond to questions from managers, employees, members and the general public.
• Formal Education and Job-Related Experience:
  • High School graduate; 1 years' experience in resort, club, or day spa experience
• License, Registration, and/or Certification Required: N/A

External and Internal Personal Contact:

• Communications:
  • Dail y - Communicate with Spa Concierge and Spa Management daily
  • Weekly - Spa Management
  • Occasionally - Participate in one-on-one coaching sessions.
• Teamwork and Collaboration: This position requires continuous teamwork as well as internal and cross-departmental communication.

Additional Licenses and/or Certifications Required:

Position Analysis/Specifications:

Environmental Factors:

Environmental factors may include indoor setting with overhead lighting and comfortable ventilation. May occasionally be called upon to work in all areas of the property, both inside and outside, possibly in inclement weather.

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