Lead Spa Concierge

4 weeks ago

Miami, United States Biltmore Hotel Limited Full time
Job DescriptionJob DescriptionDescription:

Position Summary

The Lead Spa Concierge assists the Supervisor, Operations Manager, and Director in leading the reception team to maintain five star standards. They help train and coach all concierge as well as oversee the day to day front desk operations and will also act as manager on duty (MOD) in the absence of a Spa Manager. This position requires consistent adherence to policies and procedures of the department as outlined in the Biltmore Standard Operating Procedures (BSOP’S).

Responsibilities

  • Fulfill all job responsibilities of the Spa Concierge position.
  • Process all daily front of house spa transactions.
  • Monitor current and future appointments (making sure that tickets are posted, appointments booked correctly, notes are in the systems, therapists preferences noted, miss-bookings fixed ahead of time to prevent potential issues from arising).
  • Book and coordinate appointments and provide excellent guest service.
  • Welcome the guests and provide them with excellent check in and check out procedures.
  • Solve guest issues. Any major guest disputes are to be communicated to spa managers immediately.
  • Train front desk staff as needed by the Spa Supervisor.
  • Support Spa Manager’s direction and relate any guest and/or employee feedback.
  • Apply and utilize new front desk procedures.
  • Keep the front desk organized and the retail area fully stocked, organized and clean at all times.
  • Oversee the front desk team in the absence of the Operations manager, ensuring that all front desk standards are being met.
  • Prepare cards & small gifts for guest celebrations.
  • Motivate and lead by example the front desk staff.
  • Encourage all concierge to maximize revenues by up selling, selling retail, etc.
  • Act as Manager on Duty (MOD) in absence of Spa Manager.
  • Perform Manager on Duty (MOD) responsibilities and handle guest complaints, concerns & recommendations.
  • Work closely with all spa staff including therapists & attendants promoting team work to ensure smooth operation of the spa.
  • Uphold guest service standards at all times in accordance with Biltmore, departmental and leading hotel standards.
Requirements:

Team Lead Responsibilities

· Responsible for supporting management in conducting internal department audits of all LHW Standards for their specific department.

· Attend all Biltmore Hotel Team Lead meetings facilitated by the Training & Development Manager.

· Required to complete the department quota of audits per week/per month as assigned by the Department Head and Training & Development Manager.

· Assist managers/ supervisors in creating and maintaining current department training manuals and training new and existing employees.

Experience and Education Required

· Education
High School Diploma is required

· Experience

Minimum one year experience as Spa Concierge required

Skills Required

· Must be able to:

o Speak, read, write and understand the English language.

o Compute accurate mathematical calculations.

o Provide legible communication and directions.

o Perform job functions with attention to detail, speed and accuracy.

o Prioritize and organize.

o Think clearly, remaining calm and resolving problems using sound judgment.

o Follow directions thoroughly.

o Understand guest’s service needs.

o Work cohesively with co-workers as part of a team.

o Work with minimal supervision.

o Maintain confidentiality of guest information and pertinent resort data.

o Use a computer keyboard and possess basic typing skills.

o Possess moderate to advanced computer skills.

o Work in a dynamic and constantly changing environment.

o Adept to multitasking.

Physical Demands

· Must be able to:

o Move, lift, carry, push, pull, and place objects weighing less than or equal to 20 pounds without assistance

o Stand, sit, or walk for an extended period of time or for an entire work shift

o Reach overhead and below the knees, including bending, twisting, pulling, and stooping

o Use, carry, and operate all necessary office equipment using finger dexterity.

Physical Demands (Continued)

o Communicate with employees, managers, subordinates and guests through verbal communication, hearing ability, and visual acuity.

o Visually look at a computer for extended periods of time.

o Adapt to moderate temperatures in the hotel as thermostat is controlled by hotel environmental systems. Most work tasks are performed indoors.

Success Criteria

· Team Player

o Demonstrates co-operation within the team and with other departments

o Listens carefully and works well with others

o Has a positive influence on others in the team and clearly enjoys working with people

· Guest Focused

o Anticipates guests’ needs and is sensitive to people from all cultures

o Has a natural, warm smile and a friendly and passionate approach

o Demonstrates confident, helpful and genuine behavior with internal and external guests

· Delivers their Best

o Has energy and sense of urgency for his/her work

o Resourceful, makes things happen and looks for ways to work more efficiently

o Always looks their best and acts appropriately (e.g. approaching guests, body language)

· Composed

o Able to stay calm under pressure

o Demonstrates maturity and ability to cope with the unexpected

o Never lets personal feelings interfere with delivering the highest standards

· Trustworthy and responsible

o Excellent records of attendance and punctuality

o Is reliable and demonstrates the ability to work without supervision

o Demonstrates a high level of personal integrity, honesty and trust

· Time Management

o Uses his/her time effectively and efficiently; values time, concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities

o Makes decisions in a timely manner

· Listening

o Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees

  • Spa and Wellness Concierge

    3 months ago

    Miami Beach, United States Fisher Island Club Full time

    Job DescriptionJob DescriptionAre you a hospitality professional with experience in Spas and have a love for hospitality and genuinely exceeding expectations? Would you like to further your hospitality career in an upscale resort environment with breathtaking views? If so, please read on! Fisher Island Club is looking to hire a full-time Spa Concierge.This...

  • Senior Spa Therapist

    2 weeks ago

    Miami, Florida, United States Biltmore Hotel Limited Full time

    Position OverviewRole SummaryThe Lead Therapist is responsible for delivering exceptional massage and body treatments tailored to the unique needs of each Spa guest. This role demands a strong commitment to the policies and procedures established by the Biltmore Hotel Limited.Key ResponsibilitiesTherapist Duties:Deliver Spa services promptly and courteously,...

  • Spa Operations Manager

    13 hours ago

    Miami, Florida, United States Hand & Stone Massage and Facial Spa Full time

    Job SummaryWe are seeking a highly skilled Spa Manager to lead our team of service professionals and front desk associates at Hand & Stone Massage and Facial Spa. As a key member of our management team, you will be responsible for delivering outstanding customer experiences, achieving financial results, and driving business growth.Key...

  • Senior Spa Therapist

    2 weeks ago

    Miami, Florida, United States Biltmore Hotel Limited Full time

    Job OverviewPosition SummaryThe Lead Therapist is responsible for delivering exceptional massage and body treatments to all Spa guests. This role necessitates strict compliance with the operational guidelines set forth by the Biltmore Standard Operating Procedures (BSOP's).Key ResponsibilitiesTherapist Duties:Deliver Spa services to guests promptly and...

  • Wellness Concierge

    3 months ago

    Miami Beach, United States CARILLON HOTEL MANAGEMENT LLC Full time

    Job DescriptionJob DescriptionJoin our team at Carillon Miami Wellness Resort as a Wellness Concierge! Take charge of guest experiences by booking spa treatments, salon services, and fitness classes with enthusiasm. Embrace our commitment to health, cleanliness, and exceptional service. Prior guest service experience and a passion for wellness required.JOB...

  • Client Relations Specialist

    7 days ago

    Miami, Florida, United States Hand and Stone Massage and Facial Spa Full time

    Join Our Team as a Spa Sales ConsultantLocation: Multiple locations available.About Us:Hand and Stone Massage and Facial Spa is a leading name in the wellness industry, known for its exceptional massage, facial, and hair removal services. With numerous locations across North America, we pride ourselves on our commitment to quality and customer...

  • Spa Manager

    2 days ago

    Miami, United States Hand & Stone - DoralWest Kendall Full time

    Job DescriptionJob DescriptionBenefits:401(k) matchingCompetitive salaryEmployee discountsOpportunity for advancementPaid time offTraining & developmentBusiness Development Manager Hand and Stone Massage and Facial Spa is seeking a full-time Business Development Manager for our new location in West Kendall. As a new spa in the market, we are looking for a...

  • Spa Manager

    2 months ago

    Miami, United States Hand & Stone - DoralWest Kendall Full time

    NOW HIRING SPA SALES & OPERATIONS MANAGER!Multi Unit Owner - West Kendall and Doral, FLHand and Stone Massage and Facial Spa is seeking a full-time Sales and Operations Manager for our established spa. The ideal spa manager candidate is goal oriented, and growth minded with a proven background in sales management, spa operations and customer service....

  • Spa Manager

    6 days ago

    Miami, United States Hand & Stone - DoralWest Kendall Full time

    NOW HIRING SPA SALES & OPERATIONS MANAGER!Multi Unit Owner - West Kendall and Doral, FLHand and Stone Massage and Facial Spa is seeking a full-time Sales and Operations Manager for our established spa. The ideal spa manager candidate is goal oriented, and growth minded with a proven background in sales management, spa operations and customer service....

  • Spa Manager

    1 month ago

    Miami, United States Hand & Stone - DoralWest Kendall Full time

    Job DescriptionJob DescriptionJob Description:NOW HIRING SPA SALES & OPERATIONS MANAGER!Multi Unit Owner - West Kendall and Doral, FLHand and Stone Massage and Facial Spa is seeking a full-time Sales and Operations Manager for our established spa. The ideal spa manager candidate is goal oriented, and growth minded with a proven background in sales...

  • Spa Manager

    2 months ago

    Miami, United States Hand & Stone - DoralWest Kendall Full time

    Job DescriptionJob DescriptionNOW HIRING SPA SALES & OPERATIONS MANAGER!Multi Unit Owner - West Kendall and Doral, FLHand and Stone Massage and Facial Spa is seeking a full-time Sales and Operations Manager for our established spa. The ideal spa manager candidate is goal oriented, and growth minded with a proven background in sales management, spa operations...

  • Spa Manager

    5 days ago

    Miami, United States Hand & Stone - DoralWest Kendall Full time

    Job DescriptionJob DescriptionJob Description:NOW HIRING SPA SALES & OPERATIONS MANAGER!Multi Unit Owner - West Kendall and Doral, FLHand and Stone Massage and Facial Spa is seeking a full-time Sales and Operations Manager for our established spa. The ideal spa manager candidate is goal oriented, and growth minded with a proven background in sales...

  • Spa Manager

    5 days ago

    Miami, United States Hand & Stone - DoralWest Kendall Full time

    Job DescriptionJob DescriptionNOW HIRING SPA SALES & OPERATIONS MANAGER!Multi Unit Owner - West Kendall and Doral, FLHand and Stone Massage and Facial Spa is seeking a full-time Sales and Operations Manager for our established spa. The ideal spa manager candidate is goal oriented, and growth minded with a proven background in sales management, spa operations...

  • Spa & Wellness Operations Manager

    3 months ago

    Miami Beach, United States CARILLON HOTEL MANAGEMENT LLC Full time

    Job DescriptionJob DescriptionThis job description serves as a guide for establishing the criteria to fill a specific job, and to assist in employee evaluation related to that job. The description is subject to change at the management’s discretion and may include additional or different duties as assigned or directed. Job SummarySeeking a talented Spa &...

  • Spa Service Coordinator

    4 days ago

    Miami, Florida, United States Equinox Full time

    Job SummaryWe are seeking a highly motivated and customer-focused Spa Manager on Duty to join our team at Equinox in Brickell. As a key member of our spa team, you will be responsible for delivering exceptional customer service, driving sales, and ensuring a seamless experience for our members and guests.Key ResponsibilitiesCustomer Service: Provide superior...

  • Spa Operations Manager

    4 days ago

    Miami, Florida, United States Equinox Full time

    Job SummaryWe are seeking a highly motivated and customer-focused Spa Manager on Duty to join our team at Equinox in Brickell. As a key member of our spa team, you will be responsible for delivering exceptional customer service, driving sales, and ensuring a seamless experience for our members and guests.Key ResponsibilitiesCustomer Service: Provide superior...

  • Spa Operations Manager

    7 days ago

    Miami, Florida, United States Equinox Full time

    Job OverviewCompany BackgroundWe are a premier organization specializing in luxury and lifestyle services focused on Movement, Nutrition, and Regeneration. Our diverse portfolio includes renowned brands such as Equinox, Blink, Pure Yoga, SoulCycle, Furthermore, and Equinox Hotels, all dedicated to empowering both members and employees to achieve their...

  • Spa Reception Associates

    7 days ago

    Miami, Florida, United States Equinox Full time

    Position OverviewWe are seeking vibrant, innovative, and passionate Spa Desk Associates to become part of the Equinox family. This role is ideal for individuals eager to contribute significantly to a flourishing and dynamic environment.The Equinox Spa offers a serene retreat for the senses, featuring a top-tier team and resources dedicated to delivering...

  • Lead Therapist

    4 weeks ago

    Miami, United States Biltmore Hotel Limited Full time

    Job DescriptionJob DescriptionDescription:Position SummaryPerform massage and body treatments requested by each and every Spa guest. This position requires consistent adherence to policies and procedures of the department as outlined in the Biltmore Standard Operating Procedures (BSOP’S). ResponsibilitiesTherapist:Provide Spa services to guests in a...

  • Spa Customer Service Representatives

    7 days ago

    Miami, Florida, United States Equinox Full time

    Job OverviewWe are seeking vibrant, innovative, and motivated Spa Desk Associates to become part of the Equinox family. This role is ideal for individuals eager to contribute meaningfully to a thriving and progressive organization.The Equinox Spa offers a serene retreat for the senses, featuring a top-tier team and resources dedicated to delivering...