Lead Spa Concierge

About the Role

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, oversee day-to-day front desk operations, and act as Manager on Duty (MOD) in the absence of a Spa Manager. This position requires consistent adherence to departmental policies and procedures 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 (ensuring tickets are posted, appointments booked correctly, notes are in systems, therapist preferences noted, and miss-bookings fixed ahead of time).
• Book and coordinate appointments while providing excellent guest service.
• Welcome guests and provide exceptional check-in and check-out procedures.
• Resolve guest issues; escalate major disputes to spa managers immediately.
• Train front desk staff as directed by the Spa Supervisor.
• Support the Spa Manager’s direction and relay guest/employee feedback.
• Apply and utilize new front desk procedures.
• Maintain an organized front desk and ensure the retail area is fully stocked, organized, and clean.
• Oversee the front desk team in the absence of the Operations Manager, ensuring all standards are met.
• Prepare cards and small gifts for guest celebrations.
• Motivate and lead front desk staff by example, encouraging revenue maximization through upselling and retail sales.
• Act as Manager on Duty (MOD) in the absence of the Spa Manager, handling guest complaints, concerns, and recommendations.
• Work closely with all spa staff (therapists, attendants) to promote teamwork and ensure smooth spa operations.
• Uphold guest service standards in accordance with Biltmore, departmental, and leading hotel standards.
• Support management in conducting internal department audits of LHW Standards.
• Attend all Biltmore Hotel Team Lead meetings facilitated by the Training & Development Manager.
• Complete the department’s quota of audits per week/month as assigned.
• Assist managers/supervisors in creating and maintaining current department training manuals and training new/existing employees.

Requirements

• High School Diploma required.
• Minimum one year of experience as a Spa Concierge.
• Ability to speak, read, write, and understand English.
• Proficiency in accurate mathematical calculations.
• Legible communication and clear direction-giving.
• Attention to detail, speed, and accuracy in performing job functions.
• Strong prioritization and organizational skills.
• Ability to think clearly, remain calm, and resolve problems using sound judgment.
• Follow directions thoroughly and understand guest service needs.
• Work cohesively with co-workers as part of a team and with minimal supervision.
• Maintain confidentiality of guest information and resort data.
• Basic to advanced computer skills, including keyboard use and typing.
• Ability to work in a dynamic, constantly changing environment and adept at multitasking.

Physical Demands

• Move, lift, carry, push, pull, and place objects weighing up to 20 pounds without assistance.
• Stand, sit, or walk for extended periods or an entire work shift.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
• Use, carry, and operate office equipment requiring finger dexterity.
• Communicate verbally, hear effectively, and maintain visual acuity for extended periods (e.g., computer use).
• Adapt to moderate indoor temperatures controlled by hotel environmental systems.

Success Criteria

• Team Player: Demonstrates cooperation within the team and across departments; listens carefully and works well with others; has a positive influence and enjoys working with people.
• Guest Focused: Anticipates guests’ needs and is sensitive to diverse cultures; maintains a warm, friendly, and passionate approach; demonstrates confident, helpful, and genuine behavior.
• Delivers Their Best: Exhibits energy and urgency in work; resourceful and proactive in improving efficiency; always presents professionally (e.g., appearance, body language).
• Composed: Stays calm under pressure; demonstrates maturity and adaptability in unexpected situations; never lets personal feelings interfere with service standards.
• Trustworthy and Responsible: Maintains excellent attendance and punctuality; reliable and able to work without supervision; demonstrates integrity and honesty.
• Time Management: Uses time effectively and efficiently; prioritizes important tasks; makes timely decisions; handles a broad range of activities.
• Listening: Practices attentive and active listening; patiently hears others out; accurately restates opinions even when disagreeing.