Spa Concierge

Founded in 2001, Woodhouse is a premier spa franchise with a fresh approach to self-care and modern luxury. Offering signature massages, facials, body treatments, and more, Woodhouse provides guests with a holistic approach to wellness that lasts long after they leave the spa. With 90+ locations nationwide, Woodhouse is the gold standard of neighborhood spas, powered by a commitment to an unparalleled spa experience that focuses on total well-being.

About the role

As a Spa Concierge, you are the first and last impression for each guest who enters the spa, making you a critical team member in delivering service that exceeds expectations. Your role is pivotal in ensuring that every guest's experience is memorable and enjoyable from start to finish.

Responsibilities

• Welcome guests, prepare them for services, and ensure their comfort and relaxation through guest amenities.
• Manage proper guest flow through the spa on a daily basis.
• Prepare beverages for guests prior to, during, between, and after services.
• Work closely with providers to ensure each guest is comfortable and on-schedule for their treatment(s).
• Conform to standards set forth in the Team Member Handbook and Operations Manual.
• Serve as primary support for the spa’s manager, therapists, and guests.
• Answer incoming calls, schedule appointments, provide service recommendations, and collect payment for services.
• Partner with therapists to increase guest retention and retail sales by scheduling next appointments and promoting recommended products.
• Educate guests on the Woodhouse experience, including a warm welcome, introduction to locker rooms and amenities, and ensuring a seamless experience.
• Drive service and retail sales/awareness by educating guests on products and services.
• Remember small details that enhance the guest experience, such as favorite drinks, warm neck wraps, or personal information like birthdays and anniversaries.
• Comply with all company policies and procedures.
• Perform other duties as assigned.

Requirements

• Previous experience in spa, retail, hospitality, or customer service preferred.
• Previous experience in a sales-focused environment.
• Ability to work in a fast-paced environment while maintaining professionalism.
• Comfortable interacting with guests in a spa setting.
• Leadership experience in a similar role or front-office operations.
• Comfort level with driving company sales goals and initiatives.
• Computer proficiency.
• Previous customer service and telephone reservations experience.
• Basic accounting skills (for daily closing procedures).
• Must be able to work weekends and some holidays.
• Physical ability to stand for long hours and lift up to 50 lbs.

Benefits

• Safe Harbor 401(k) with up to 4% company match.
• Employee Discount Program for Spa Services at corporately owned Woodhouse Day Spas.
• Employee Assistance Program to support mental well-being.

Pay

This is a non-exempt position eligible for overtime pay. The pay ranges from $18.00 to $20.00 per hour, with a commission bonus structure. Full details of the pay and bonus structure will be reviewed by spa management.

Schedule

This role requires availability to work a schedule that accommodates the needs of the business, which may include days, evenings, and/or weekends.