Spa Concierge

Description

The Spa Concierge works to maintain the Spa’s five star standards. This position requires consistent adherence to policies and procedures of the department as outlined in the Biltmore Standard Operating Procedures (BSOP’S).

• Support company’s philosophy and company culture through the use of “The Biltmore Legend” on a daily basis to ensure guest satisfaction.
• Support the Spa Director’s goals and relate guest feedback.
• Ensure that the reception area is always tidy, clean, and fully stocked at all times.
• Follow all company and department standards and procedures, as well as all standards as part of the leading hotels affiliation.
• Ensure that a high standard of service is maintained throughout the spa, as seen in BSOP’s.
• Assist in the operations of all spa departments as required:
  • Front Desk
  • Spa Retail Area
  • Relaxation & Locker Areas
  • Prep Area
  • Sales & Marketing
  • Spa Suite
• Report any dysfunctional equipment to Spa MOD.
• Maintain inventory of supplies for the operations of the spa reception as per the inventory calendar.
• Attend daily, weekly, and monthly spa meetings as well as all training courses deemed necessary/mandatory.
• Assist with various demonstrations, events, and trainings.
• Maintain a high standard of appearance and personal hygiene in accordance with the employee handbook and spa specific grooming guidelines.
• Act as a first impression, ensuring a warm and friendly welcome to all guests at all times. Greet all guests upon their arrival, give new guests tours of property and offer return guests proper recognition. Aim to give guests the best possible service and make each guest feel important. The interest of each guest is of paramount importance.
• Oversee incoming and outgoing faxes, following up when necessary.
• Answer/address all correspondence in a timely manner, including emails and voicemails.
• Handle guest comments and concerns in a timely and appropriate manner, consulting a member of the leadership team when necessary.
• Use the guest name appropriately and communicate it to spa colleagues and managers so that they can use it as well.
• Communicate other necessary guest information with colleagues (i.e.: Birthdays, Anniversaries, Special requests.)
• Guide guests through the booking process offering a personalized experience and customized recommendations by sharing their knowledge of spa services with the guest.
• Proactively record guest preferences and anticipate needs, offering assistance with any reservation even if it doesn’t pertain to the Spa.
• Transition guests through a seamless journey throughout the day.
• Show a professional attitude at all times, particularly with regard to punctuality, appearance, and general manner.
• Organize appointment schedules to maximize use of time and profitability while ensuring that the guests’ needs are of first importance. Recognizing the importance of “sales” in every aspect of their role and be responsible for achieving sales targets as set by the Spa Supervisor.
• Perform opening and closing duties.
• Understand the spa software, all treatments offered in the spa, and all retail products.
• Prepare gift certificates & gift packaging.
• Stay up to date on current spa trends.
• Other duties as assigned.

• High School Degree and/or GED is required

Minimum one year hotel, spa, or hospitality experience preferred

• Must be able to:
  • Speak, read, write and understand the English language.
  • Compute accurate mathematical calculations.
  • Provide legible communication and directions.
  • Perform job functions with attention to detail, speed and accuracy.
  • Prioritize and organize.
  • Think clearly, remaining calm and resolving problems using sound judgment.
  • Follow directions thoroughly.
  • Understand guest’s service needs.
  • Work cohesively with co-workers as part of a team.
  • Work with minimal supervision.
  • Maintain confidentiality of guest information and pertinent resort data.
  • Use a computer keyboard and possess basic typing skills.
  • Possess moderate to advanced computer skills.
  • Work in a dynamic and constantly changing environment.
  • Adept to multitasking.

• Must be able to:
  • Move, lift, carry, push, pull,…