Wilde Haven Spa - Spa Concierge (Reservations)

JOB SUMMARY

Under general direction, the Spa Concierge (Reservations) contributes to the smooth day-to-day operations of the Spa, managing client appointments, ensuring exceptional customer service, and coordinating with the Spa team to deliver a seamless wellness experience.

ESSENTIAL JOB FUNCTIONS

• Greets guests warmly and professionally, answers telephone/email inquiries, and books appointments efficiently.
• Provides detailed information to clients about Spa services, Spa day packages, series, retreats, memberships, and products used in treatments.
• Manages client schedules, ensuring timely appointment reminders and follow-ups.
• Confirms appointments with clients prior to their scheduled visit, ensures the required intake forms are completed, and provides confirmations.
• Addresses client concerns and complaints promptly and professionally, seeking solutions to maintain satisfaction.
• Oversees the daily operations of the Spa, ensuring guests have a smooth and wonderful experience.
• Monitors team schedules and coordinates coverage to maintain optimal service levels.
• Manages guest communications, follows up on all guest reviews, provides guest recoveries as needed and reports all concerns and compliments to Spa Management.
• Promotes Spa services and retail products to clients, suggesting add-on treatments, Spa day packages, series, retreats, memberships, and products used in treatments.
• Assists with marketing initiatives, promotions, and communication with clients.
• Tracks sales performance and identifies opportunities to increase revenue.
• Processes client reservations and handles billing inquiries.
• Maintains detailed client records and confidentiality.
• Prepares reports on Spa operations, sales, and client feedback.
• Adheres to all Spa policies and procedures, including safety and hygiene standards.
• Attendance is a key component of this position.
• Maintains a professional appearance in accordance with Company standards; wears the appropriate uniform or attire.
• Maintains open and effective communication with team members and management.
• Attends and participates in team meetings.
• Adheres to established safety and emergency procedures and protocols, this includes Company, federal, and state specific regulations and guidelines.
• Completes all required Company training/compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties and responsibilities as assigned.

EDUCATION

• High school diploma or equivalent.

EXPERIENCE

• A minimum one (1) year of experience in related field required.
• No supervisory experience required.

LICENSES & CERTIFICATIONS

• This position does not require licenses or certifications.

SKILLS & ABILITIES

This position requires the capability to understand and follow both oral and written directions, as well as the ability to communicate effectively with others in English and interact successfully with internal and external customers.

• Excellent communication skills.
• Strong organizational abilities.
• Maintains a thorough understanding of spa services and treatment products.
• Proficient in time management; the ability to effectively organize and manage multiple priorities.
• Recognizes an emergency situation and takes appropriate action.
• Emotional intelligence and interpersonal skills, with the ability to build strong working relationships with team members at all levels.
• Analytical and problem-solving skills.
• Strong focus on accuracy and precision.
• Ability to work scheduled shifts, follow all timekeeping policies, and comply with federal, state, and local labor regulations, including those related to meal and rest breaks
• Performs well with frequent interruptions and/or distractions.
• Able to communicate appropriately and effectively with all levels of management and external stakeholders.
• Ability to effectively listen, understand, and resolve challenges and concerns from management, team members, and/or customers (internal/external).
• Able to identify and seize revenue-generating opportunities while effectively managing costs and resources.
• Knowledge of key industry trends, best practices, regulations, and the current industry landscape.
• Able to engage diplomatically and effectively with third party operators and owners, empathizing, and reacting appropriately to partner feedback and helping resolve issues where necessary.
• Ability to adjust effectively to evolving work environments and shifting customer (internal/external) requirements.
• Able to maintain a positive and professional working environment.
• Fosters a culture of excellence.
• Able to work effectively in a culturally diverse environment and support diversity and inclusion within the organization.
• Skilled in sales techniques.
• Basic math skills.
• Proficient in Google Docs/Microsoft Word.
• Proficient in Google Sheets/Microsoft Excel.
• Basic knowledge of Google Slides/Microsoft PowerPoint.
• Booker experience.

DISCLAIMER

Lodging Dynamics is an Equal Employment Opportunity (EEO) employer and is committed to providing a work environment free from discrimination and harassment. All employment decisions are made based on merit, qualifications, and business needs without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other protected status/characteristic in accordance with applicable federal, state, and local laws.