What are the responsibilities and job description for the Spa & Wellness Concierge position at Troon?
The Spa and Wellness Center is a community of health, fitness, service, and management professionals who respect, encourage and support each other’s unique and specialized talents. To maintain the standard “professionals,” our requirements and expectations must be higher when compared to other spa and wellness facilities.
Daily Operations/ Scope of Position:
- Maintain all transactions through JONAS/ Mind body, including member and guest appointments, revenue tracking, and transaction accuracy.
- Ensure Members are being well-served in selecting and purchasing Wellness merchandise and manage inventory levels.
- Greet members and guests to the Wellness Center warmly and pleasantly and oversee the coordination of all member and guest requests and issues/complaints in a professional, courteous and timely manner, and follow up with the Spa & Wellness Manager when appropriate.
- Provides outstanding service to our members and their guests professionally and courteously.
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Must be able to convey information and ideas.
- Must be able to evaluate and select among alternative courses of action quickly and accurately.
- Must be able to multi-task.
- Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity.
- Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.
- Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need.
- Must be effective at listening to, understanding, and clarifying the concerns and issues raised by members and guests.
- Must be able to work with and understand financial information and data, and basic arithmetic functions.
Other Common Responsibilities:
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Assist Members in using the online booking system.
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Attend meetings and training as required by management.
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Approach all encounters with members, guests, and team members in an attentive, friendly, courteous, and service-oriented manner.
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Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag when working.
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Comply at all times with brand standards and regulations to encourage safe and efficient club operations.
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Check guests and members in and out: and provide facility tours and explanation of programming when applicable.
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Process transactions for all events, guest fees, membership fees, dues, etc.
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Handle all administrative functions of the spa including using Spa software, maintaining inventory of supplies, answering telephones, making appointments, and answering questions.
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Must be the initial and complete source of information regarding what is available at the Wellness Center and all procedures to ensure guest comfort (i.e. treatments, programs, fitness equipment, and products).
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Must be able to assist guests in the retail area.
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Arrange for all spa appointments for ala carte services/activities and packages.
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Must monitor appointments and ensure proper staffing to maintain a sense of order and efficiency.
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Assist guests and members with spa prescriptions.
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Ensure the facility is prepared for proper opening and closing each day.
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Monitor and maintain the cleanliness and orderliness of the facilities including ensuring facility/amenities are in proper working order.
Required Skills/Abilities:
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Excellent organizational and time management skills.
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Excellent interpersonal skills and ability to communicate with Members in an appropriate tone and manner both verbally and written.
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Possess a high level of energy, initiative, enthusiasm, cooperation, and exercise good judgment and discretion.
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Proficiency in Microsoft Word, Excel, Outlook, PowerPoint, Publishers, and Operating systems such as a POS.
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Comfort with public speaking and ability to use critical thinking for problem-solving skills and conflict resolution strategies.
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Must have the ability to perform moderate physical work and may be required to lift to 50 lbs., up to 30 lbs. frequently, and up to 20 lbs. constantly.
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Perform activities such as bending, kneeling, crouching, reaching, standing, lifting, and grasping for up to 5 hours without sitting.
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Extremely strong organizational skills.
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Ability to learn Mindbody software, Google Forms, MailChimp, registration processes, policies and procedures, equipment, material, products, etc.
Educational and Experience Requirements:
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CPR and First Aid Certifications required, or willingness to become certified within the first 90-days.
Preferred Requirements:
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High School diploma or equivalent and/or 1-year experience in a luxury spa and/ or related field (salon/ fitness/ retail).
Working Conditions:
- Works indoors and outdoors. Potential exposure to sharp and rapid equipment movement, sharp utensils, harmful chemicals, and or solvents if proper safety procedures are not followed.
This job description does not imply that the above are the only responsibilities assigned to this position. Employees holding this position will be required to perform any job-related duties as requested. All requirements are subject to possible modification to reasonably accommodate individuals with a disability.
