Woodhouse Day Spa - Spa Concierge

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. This position reports directly to the Spa Director.

Responsibilities

• Welcome guests, prepare them for services, ensure their comfort and relaxation through guest amenities, and 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; strive each day to exceed guest expectations.
• Serve as primary support for the spa's manager, therapists, and guests.
• Answer incoming calls, listen to guests' needs to schedule appointments or provide service recommendations, and collect payment for services.
• Partner with therapists to increase guest retention and retail sales by scheduling the guest's next appointment during checkout and promoting recommended products.
• Educate guests on the Woodhouse experience including a warm welcome, introduction to the locker room and amenities, and helping them have a seamless experience.
• Drive service and retail sales/awareness by educating guests on products and services.
• Remember the small details that make Woodhouse Spa special — guest's favorite drink, a warm neck wrap, and/or personal information like birthdays and anniversaries.
• Work weekends and some holidays as required.
• Comply with all company policies and procedures.
• Perform other duties as assigned.

Qualifications

• 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 and maintain 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).

Benefits

• Health Benefit Program: Medical, Dental, and Vision insurances with various plans to choose from (full-time employees).
• Safe Harbour 401(k): Company-sponsored retirement plan with up to 4% company match.
• Employee Discount Program for Spa Services: Discounted visits to corporately owned Woodhouse Day Spas.
• Employee Assistance Program: Mental well-being support.

Pay

This is a non-exempt position eligible for overtime pay in accordance with applicable laws. The pay ranges from $13.00–$14.00 per hour and is eligible for a commission bonus structure. Full details of the pay and bonus structure and performance expectations will be reviewed with you by spa management. All bonuses are subject to board approval.

Schedule

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

Work Environment & Physical Requirements

This role requires physical strength to stand on feet for long hours at a time and the ability to lift up to 50 lbs.