Spa Concierge

4 weeks ago

New York, United States Cipriani Full time
Job DescriptionJob Description

POSITION PURPOSE:

We are seeking a hospitality focused and organized individual to join our team as a Spa Concierge. Is responsible being the first point of contact for guests at the spa, providing exceptional customer service, assisting with inquiries and reservations, and ensuring a smooth and enjoyable spa experience. Playing a crucial role in maintaining the spa's reputation for excellence and creating a welcoming and relaxing atmosphere for guests.

ESSENTIAL FUNCTIONS AND DUTIES:

  • Greet guests warmly upon arrival, provide an overview of spa services and facilities, and assist with check-in procedures.
  • Answer phone calls, respond to emails, and handle inquiries regarding spa services, appointments, pricing, and availability.
  • Provide personalized recommendations and assistance to guests based on their preferences, needs, and desired outcomes.
  • Schedule spa treatments, massages, facials, and other services for guests, ensuring availability of therapists, treatment rooms, and equipment.
  • Coordinate appointment times, confirmations, and reminders with guests via phone, email, or text message.
  • Maintain an organized schedule of appointments, adjusting as needed to accommodate guest requests and preferences.
  • Provide product recommendations, demonstrations, and information to guests, highlighting key features, benefits, and usage instructions.
  • Maintain cleanliness and organization in the spa reception area, waiting lounge, and retail display areas, ensuring a neat and welcoming environment for guests.
  • Monitor and replenish supplies, such as towels, robes, beverages, and reading materials, to meet guest needs and expectations.
  • Build rapport with guests, establish positive relationships, and foster loyalty through attentive service, personalized attention, and follow-up communication.
  • Collect guest feedback, comments, and suggestions to identify areas for improvement and enhance the overall guest experience.
  • Handle guest complaints or concerns with professionalism, empathy, and a commitment to resolving issues to the guest's satisfaction.

KNOWLEDGE, EXPIERENCE AND SKILLS

  • Previous experience in customer service, hospitality, or spa-related roles preferred.
  • Excellent communication and interpersonal skills, with a friendly and outgoing demeanor.
  • Strong organizational and multitasking abilities, with the ability to prioritize tasks and manage time effectively in a fast-paced environment.
  • Knowledge of spa services, treatments, and products, or a willingness to learn and become familiar with them.
  • Proficiency in computer software for appointment scheduling, email communication, and basic administrative tasks.
  • Professional appearance and demeanor, with a commitment to upholding the spa's standards of excellence.
  • Flexibility in scheduling, including evenings, weekends, and holidays, to accommodate guest appointments and business hours.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION:

  • Ability to move around the spa reception area, waiting lounge, and retail display areas to greet guests, assist with check-in procedures, and provide guidance.
  • Walking and standing for extended periods during shifts to accommodate guest arrivals, appointments, and inquiries.
  • Active listening skills to understand guest needs, preferences, and concerns, and
  • provide appropriate assistance and recommendations.
  • Occasionally lifting and carrying light items such as towels, robes, retail products, or paperwork to assist guests or replenish supplies.
  • Transporting items between storage areas, retail shelves, and guest treatment rooms as needed.
  • Maintaining a professional appearance and demeanor while representing the spa, including wearing appropriate attire and adhering to grooming standards.
  • Presenting a welcoming and approachable demeanor to guests, fostering a positive and relaxing atmosphere in the spa environment.
INTENT AND FUNCTION OF JOB DESCRIPTIONS

All descriptions have been reviewed to ensure that only essential functions and
basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded.  Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions.  In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive.  Additional functions and requirements may be assigned by supervisors as deemed appropriate. Job descriptions are not intended as and do not create
employment contracts.  The organization maintains its status as an at-will employer.

Cipriani is an equal opportunity employer.

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