Spa Concierge

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Your role will be responsible for welcoming all guests within the spa and wellness department at the Raffles London OWO.

The Spa Concierge welcomes all spa guests and members who enter the spa and fitness area as well as primarily supports the successful booking of spa treatments. They are responsible for providing customized, personal attention, anticipating the guests’ and members’ needs, and escorting them to the appropriate areas throughout the spa. Appropriate and warm guest communication and engagement are essential to the success of this role. The reception role supports overall communication for a smooth guest experience.

You will work in close contact with all other hotel departments to ensure a smooth and consistent service, surpassing the guests’ expectations.

Responsibilities

Operation

• Be a host to the guests and members of the spa, greeting them in person or over the phone in a friendly, efficient, and professional manner, and escorting them to the appropriate facilities. Support other spa and fitness staff when needed.
• Receive and respond to all guest and member concerns, comments, or complaints with discretion and urgency.
• Encourage rebooking for spa guests and correct any wrong bookings with care and urgency.
• Be knowledgeable about all aspects of treatments, spa therapy, and the facility. Provide information and literature about the spa in person and over the telephone.
• Handle all transactions and maintain the daily balance efficiently and accurately.
• Schedule treatment bookings and ensure smooth operation of the reception.
• Maintain ambience levels, such as lighting and music, and ensure all FOH areas are clean and organized.
• Maintain confidentiality for all spa guests, members, and employees.

Report any security concerns to hotel management relating to guest safety.

Health and Safety

• Report and rectify all potential and real hazards immediately.
• Be fully conversant with all departmental Fire, Emergency, and Bomb procedures.
• Ensure the safety of persons and property within the premises by adhering to laws and ordinances, and by pre-planning defenses against hazards.
• Promote general awareness of Health and Safety in all tasks and activities.

Qualifications, Skills & Experience

Essential

• Passion for wellness and experience working in luxury spas.
• Enthusiasm and commitment to delivering excellent service in any situation.
• Proven ability to provide high service levels under pressure.
• Exceptional communication and customer service skills, both written and spoken.
• Strong time management skills with the ability to multitask while maintaining a professional appearance.
• Willingness to contribute to a 24h operational schedule when required.

Desirable

• Experience within a luxury hotel environment working with standards like LQA, Forbes 5*, or equivalent.

Additional Information

Why join our Raffles team?

Benefits include:

• 28 days holiday including bank holidays, plus an extra day per year of service up to 35 days.
• Staff meals while on duty.
• Free dry cleaning for uniform.
• Employer pension contribution of 3%.
• Enhanced sick, maternity, paternity, and adoption pay.
• Life Assurance (1x salary).
• Employee assistance programs, including virtual GP and financial advice.
• Season ticket loans and cycle-to-work scheme.
• Gifting for special occasions.
• Paid days off for moving house or charitable activities.
• Development programs tailored to you.
• Fun events like quizzes, runs, and parties.
• Discounted rates at Accor worldwide and Raffles F&B outlets.
• Development opportunities across Accor’s brands.

Raffles Values:

Be You: Be creative, innovative, and enthusiastic, showing your personality and flair.

Be Kind: Demonstrate humility and generosity through emotional connection.

Be Happy: Uplift colleagues and guests with a joyful personality.

Be Confident: Share knowledge and skills openly to achieve excellence.

Have Your Purpose: Show care and responsibility to make a tangible impact.