Spa Concierge

About the role

The Spa Concierge at The Joseph, a Luxury Collection Hotel in Nashville, serves as a knowledgeable and welcoming resource for guests seeking a refined, personalized, and memorable wellness experience. From the first phone call to the final farewell, the Spa Concierge helps guests select treatments and services that best meet their individual needs in a luxury hospitality environment.

Responsibilities

• Warmly welcome spa guests and provide attentive, personalized service throughout their experience.
• Answer incoming calls, emails, and guest inquiries in a professional and timely manner.
• Book, modify, confirm, and cancel spa appointments while maximizing therapist availability and spa scheduling.
• Consult with guests to understand their preferences, needs, and desired experience.
• Recommend appropriate massages, facials, body treatments, enhancements, and other spa services based on each guest’s individual needs.
• Educate guests on available treatments, packages, amenities, pricing, promotions, and spa policies.
• Identify opportunities to enhance the guest experience through thoughtful service recommendations, upgrades, enhancements, and add-ons.
• Provide accurate pre-arrival information, including treatment preparation, arrival times, cancellation policies, and spa etiquette.
• Assist with guest check-in and check-out, payment processing, and retail purchases.
• Maintain strong knowledge of spa services, products, promotions, packages, and seasonal offerings.
• Coordinate closely with massage therapists, estheticians, Spa leadership, and other hotel departments to ensure a seamless guest experience.
• Assist guests with retail product selections and provide knowledgeable recommendations when appropriate.
• Maintain attractive, organized, and impeccably presented retail, reception, and guest areas.
• Support guest satisfaction and service recovery with professionalism, discretion, urgency, and genuine care.
• Protect guest privacy and maintain confidentiality at all times.
• Perform additional duties as needed to support the successful daily operation of the Spa.

Qualifications

• Previous spa, luxury hospitality, salon, wellness, reservations, or guest service experience preferred.
• Previous experience with Forbes service standards or luxury hospitality standards is preferred.
• Strong ability to confidently recommend and explain spa treatments, services, enhancements, and products.
• Excellent telephone etiquette and verbal and written communication skills.
• Strong organizational skills with the ability to manage multiple appointments, priorities, and guest requests simultaneously.
• Comfortable working with reservation, scheduling, and point-of-sale systems; Book4Time experience is a plus.
• Professional, polished, warm, and welcoming presence.
• Exceptional attention to detail and a commitment to creating memorable guest experiences.
• Strong problem-solving skills and the ability to anticipate guest needs.
• Ability to work collaboratively as part of a high-performing Spa and hotel team.
• Comfortable recommending and selling spa treatments, enhancements, packages, and retail products.
• Dependable, punctual, and committed to maintaining consistent attendance.

Schedule & Availability

This is a full-time position requiring flexible and open availability based on the operational needs of the Spa. Candidates must be available to work a variety of shifts, including mornings, evenings, weekends, and holidays. Dependable attendance and schedule flexibility are essential to success in this position.

The Experience We Create

At The Joseph, luxury is personal. Our Spa Concierge does more than schedule an appointment — they listen, anticipate, recommend, and curate an experience designed specifically for each guest. The ideal candidate has a natural hospitality heart, takes pride in the details, and understands that exceptional service begins before the treatment ever starts.