Luxury Guest Experience Spa Concierge

About the role

Scents of Serenity Organic Spa is seeking exceptional individuals to join our Spa Concierge team at our Midlothian, Richmond and Short Pump locations. For more than 16 years, Scents of Serenity has created elevated, personalized spa experiences centered around exceptional service, organic wellness and genuine care. Our Spa Concierges are at the heart of making those experiences possible.

Responsibilities

• Warmly welcome guests and create an exceptional experience from arrival through departure
• Check guests in and out efficiently and accurately
• Answer incoming calls and provide knowledgeable, gracious assistance
• Schedule appointments and help guests select services based on their individual needs and goals
• Match guests with the appropriate service providers whenever possible
• Escort guests throughout the spa and help them feel comfortable and cared for
• Explain spa experiences, services and amenities
• Anticipate guest needs and look for opportunities to make each visit exceptional
• Process payments, gift cards and other transactions accurately
• Assist with guest questions or concerns with professionalism, warmth and good judgment
• Communicate closely with massage therapists, estheticians, managers and fellow Concierges throughout the day
• Prepare and reset therapeutic bath and infrared sauna experiences
• Escort and prepare guests for baths, saunas and other specialty experiences
• Assist with laundry throughout the day and maintain an appropriate supply of fresh linens
• Restock supplies and guest amenities
• Help maintain beautifully presented guest, treatment and common areas
• Support service providers and fellow team members as needed
• Help ensure the spa remains organized, clean and prepared throughout the day
• Step in wherever needed during busy periods to keep the guest experience running seamlessly

Requirements

• Genuinely enjoy being busy and engaged throughout your shift
• Embody professionalism, confidence and poise in every interaction, reflecting the elevated standards of our brand
• Are warm, gracious and naturally comfortable interacting with people
• Take pride in providing exceptional hospitality and creating memorable guest experiences
• Have a strong sense of personal accountability and take ownership of your responsibilities, decisions and performance
• Hold yourself to a high standard without needing constant direction or oversight
• Follow through on commitments and can be counted on by your team
• Can confidently manage several priorities at once without becoming overwhelmed
• Notice what needs to be done and take initiative without waiting to be asked
• Have exceptional attention to detail and care about doing things correctly
• Are receptive to feedback and view it as an opportunity to learn and grow
• Remain calm, sophisticated and professional when things become busy or challenging
• Enjoy learning about products and services and making thoughtful recommendations to each guest
• Are comfortable working toward individual and team sales goals
• Enjoy being part of a collaborative environment where everyone contributes

Experience

• Previous spa experience is preferred but not required
• We provide in depth training on our services, products and guest experience standards
• Candidates with backgrounds in hospitality, restaurants, hotels, luxury retail, salons, fitness studios, medical or dental offices, customer service and sales may be well suited for this position

Skills

• Become highly knowledgeable about our extensive menu of spa and wellness services
• Educate guests about membership options and recommend memberships when appropriate
• Learn our professional skincare offerings and confidently recommend products
• Help guests discover services and experiences that may complement their visits
• Work toward individual and team sales goals
• Build relationships with returning guests and members

Compensation

• $17–$18/hour
• $10 commission for every spa membership sold
• Quarterly bonus opportunities based on sales performance
• Complimentary professional skincare products for achieving established quarterly sales goals
• Employee spa and product discounts

Training & Development

• Comprehensive training on our services, products and hospitality standards
• Continued professional development
• Opportunities for advancement within a growing company

Schedule & Availability

• Full-time, in-person position
• Evenings and weekends are among our busiest and most important times
• Applicants must have the availability required for the established schedule associated with the position
• Our staffing and schedules are built around the operational needs of each spa rather than changing from week to week
• Consistent availability, punctuality and dependability are essential to this position