The Lead Spa Concierge with 730 Crown Spa at Aman New York will provide the highest level of guest service excellence to ensure an atmosphere of rest and relaxation for our Founders, Residents and guests resulting in increased total revenue through repeat guest visits, upgraded and multiple services, and increased retail sales through each guest receiving a lifestyle home skin and body care regimen program. The Lead Spa Concierge is responsible for training colleagues on guest service excellence, brand standards and overall front desk operations. The Lead Spa Concierge will fully support and guide the Spa Concierge in all daily operations, and lead by example.
The Lead Spa Concierge is responsible for, but not limited to booking all spa treatments, explaining services to guests, escorting guests, any POS sales including retail and checking in and checking out all guests in a professional manner.
This position has an hourly rate of $35.16.
KEY RESPONSIBILITIES
- Keep work area clean and neat at all times.
- Actively lead and guide Spa Concierges to support full coverage in the department, ensuring front desk is being efficient and delivering guest service excellence.
- Liaison with other departments to ensure maximum customer satisfaction and revenue generation.
- Assists in the development and training new colleagues in brand promises and brand standards to ensure spa is a market leader.
- Book and confirm appointments, greet guests, provide tours, beverages and check in/out guests. Up-sell, cross-sell and pre-sell services and products.
- Monitor spa using a critical eye and ear to assure standards are met and troubleshoot to ensure marginal problems are resolved. Communicate with Spa Operations Manager or Spa Director regarding condition of physical site and repair needs.
- Review and respond to inquiries via email inbox, voicemail, and office mailbox in a timely manner.
- Resolve service excellence issues with clients, address per policy and procedure guidelines, with minimal loss of revenue.
- Work closely with Spa Operations Manager to communicate spa goals and objectives, policies and procedures, prices and relevant information to staff. Participate in the success of spa promotions, encouraging proper PR for spa.
- Ensure all retail displays and out of stock items are communicated to the Retail Specialist as needed. Participate in spa inventory counts as needed.
- Follows and adheres to cash handling policy per Standard Operating Procedure.
- Must follow all Standards and Procedures as taught by designated trainers, Lead Therapist or Spa and Fitness Management Team.
- Assist in the operations of all spa departments as required:
Front Desk
Spa Retail Area
Relaxation Area
Wet Area
Fitness Center
Spa Suites
- Report dysfunctional equipment to Spa Operations Manager.
- Will be expected to assist various demonstrations and events.
- To maintain a high standard of appearance and personal hygiene as per company standards.
- Must attend all training courses as deemed necessary and must adhere to training as set out by the Spa and Fitness Management Team.
- Must have the ability to courteously interact and answer all spa and hotel related questions with guests.
- To be adaptable and accountable for all actions.
- To ensure a warm friendly welcome to all guests at all times. Greets all guests upon their arrival, gives new guests tours of property and offers return guests "re-orientations". Courtesy to guests and other members of staff at all times.
- Processes incoming and outgoing packages, i.e., FedEx, UPS, etc.
- To show a professional attitude at all times, particularly with regard to punctuality, appearance and general manner.
- Ensure that the reception area is tidy, clean, and stocked at all times.
- Ensure the completion of confirmation phone calls for the next business day.
- To communicate all messages promptly and to keep the Manager-On-Duty informed as to any complaints.
- To organize appointment scheduling to maximize use of time and profitability whilst ensuring that the clients’ needs are of first importance.
- To recognize the importance of "sales" in every aspect of their role and be responsible for achieving sales targets as set by the Spa Management Team.
- Must be a team player and assist all spa and hotel colleagues where necessary.
- Will perform as a professional, with a friendly business attitude and conduct all duties and responsibilities as required by the position or assigned by the Spa Management Team.
- To perform all opening and closing duties.
- To have a thorough understanding of spa booking software, all treatments offered in the spa and all retail products.
- Will greet each guest with a smile and acknowledge the guest even in passing.
- Will proactively offer assistance to all spa guests when necessary.
- Ensure a high knowledge of additional hotel services, Rooms, F&B etc.
- Support during all spa and fitness special events and activities as requested.
- Responsible for maintaining knowledge of all spa, fitness and member activities, spa treatments, spa products, fitness and wellness programs.
- Handle guest complaints and inquiries in a courteous and efficient manner, informing supervisor when required, to ensure follow through and the problems are resolved satisfactorily.
- Maintain positive interactions with guests and maintain a positive relationship with colleagues.
REQUIRED EXPERIENCE AND QUALIFICATIONS
- Must have availability.
- Preferred 2 years’ spa experience in a luxury hotel environment or similar working with a Point-of-Sale system (Book4Time spa operating system experience desirable) and answering phones in a customer service facing environment, retail a plus.
- Microsoft Office experience: word, excel. Computer literate with good typing skills.
- Excellent listening and verbal skills, and effective communicator.
- Excellent communication skills, both written and verbal on English.
- Knowledge of basic accounting procedures.
- Very high attention to detail.
- Able to be organized, manage time wisely and work with little to no direct supervision.
- Effective time management, sense of urgency and prioritization to complete all tasks and projects.
- Ability to supervise a positive and focused team at all times.
- Able to handle a multitude of tasks in an intense, fast paced environment.
- Excellent people skills and the ability to work under pressure and with various stakeholders.
- Self- motivated. Able to work with minimal supervision.
- Positive, engaging, and energetic personality.
- Sensitive to cultural nuances.
- Ability to maintain a clean and professional appearance as per company policies.
- High personal standards and values.
- Multi-lingual is a plus.
- Flexible and cooperative – must work weekends.
- Ability to meet US employment and eligibility requirements.
Job Type: Full-time
Pay: $35.16 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person