Lead Concierge

Caesars Entertainment; Danville (AL); On-site; USD 17,000 - 25,000; Full time

Job summary

Caesars Entertainment is seeking a Spa/Guest Services professional to ensure flawless treatment information, schedule massages, and promote retail products. You will supervise spa staff, maintain cleanliness standards, handle reservations, and provide an exceptional guest experience in a fast-paced spa environment.

The role requires hospitality terminology knowledge, strong English, and an energetic, professional demeanor to uphold high standards and integrity across all operations.

Qualifications

• Must be able to read, write and interpret inventory, purchasing, hospitality terminology and spa terminology including treatment modalities, equipment and products.
• Excellent reading, writing and oral proficiency in English.
• An energetic, forward-thinking and creative individual with high ethical standards and a professional image.
• Ability to uphold the highest level of integrity in all situations.

Responsibilities

• Initiate and engage in conversations in a professional and friendly manner.
• Hold the Guest Service staff accountable for the Spa/Salon SOP standards of cleanliness and service.
• Ensure confidentiality with respect to guest and employee information.
• Oversees Spa Attendant, Spa Concierges employee relations, training, product levels, service standards and linen running for both male and female spa facilities.
• Provides excellent guest experience, answering telephones, checking in guests, making reservations, providing tours and maintaining daily cleanliness of facility during operating hours.
• Assists managers in creating schedules to ensure appropriate staffing levels according to business volumes, i.e. special events, holidays, weekends, groups, etc.
• Is a role model for treatment enhancements and product recommendations.
• Performs and sets up non-treatment provider experiences including experience bar and bath services.
• Liaison between retail team members and supports training, education, and upholds SOP service standards with them.
• Conducts onboarding training with new team members including product and treatment knowledge training programs.
• Supports performance review input.
• Resolves and documents problems, provides open communication.
• Supports coordination of activities of team members and fosters good employee relations.
• Supervises maintenance and sanitation standards of responsible areas including gym, lounge areas, rotundas, salon, retail space, locker rooms, storage, offices and break room areas.
• Liaison between guest service and management to resolve work-related conflicts.
• Reviews and determines appropriate resolution ensuring policy and procedures are followed.
• Handles guests with problems prior to supervisor intervention.
• Maintains knowledge of treatments, physiological effects and contraindications.
• Maintains spa facility cleanliness and housekeeping duties.
• Upholds spa décor by maintaining setup and cleanliness of guest spaces and break room areas.
• Handles guest requests and questions in a calm, professional, and courteous manner.
• Ensures guest services start and end on time.
• Ensures guest checks are closed out efficiently and accurately.
• Keeps team members on time for their day and in their assigned room/station.
• Communicates spa and salon offerings and benefits clearly.
• Provides inventory support for linens and operational products.
• Maintains understanding of spa industry and philosophy.
• Represents spa/salon with a healthy, fit appearance and positive attitude.
• Maintains a clean, safe, stocked and well-organized work area.
• Assists in all areas of spa and salon operation as directed by management.
• Performs other tasks as assigned by Manager or Supervisor.
• Wage: $15.00 per hour.

Skills

Professional communication

Guest service

Integrity

Customer focus

Energetic

Professional image

Education

High school diploma

Job description

Ensures the flawless information about each treatment, delivery of exceptional service in scheduling of massages appointments, information about the retail products and sales of retail products.

• Initiate and engage in conversations in a professional and friendly manner.

• Hold the Guest Service staff accountable for the Spa/Salon SOP standards of cleanliness and service.

• Ensureconfidentiality with respect to guest and employee information.

• Oversees Spa Attendant, Spa Concierges employee relations, training, product levels, servicestandardsand linen running for both male and female spa facilities.

• Provides excellent guest experience, answering telephones, checking in guests, making reservations, providingtoursandmaintainingdaily cleanliness offacilityduring operating hours.

• Assistsmanagers in creating schedules to ensureappropriate staffinglevels according to businessvolumes,i.e.special events, holidays, weekends, groups, etc.

• Is a role model for treatment enhancements and productrecommendations.

• Performs and sets up all non-treatment provider experiences including but not limited to experience bar and bath services.

• Is a liaison for retail team members andsupports training, education, and upholds SOP service standards with them.

• Conducts onboarding training with new team members including product and treatment knowledge training programs.

• Supports performance review input.

• Resolve and document problems, provide open communication.

• Support coordination of the activities of team members.Provide information and assist employeesand foster good employee relations.

• Supervise maintenance and sanitationstandardofresponsibleareasincluding but not limited to gym, lounge areas, rotundas, Salon, retail space, locker rooms, closets, storage, offices, and break room areas.

• Liaison between guest service team members and management team to ensure proper communication amongst all team members. Acts as a resource between employees and spa/salonmanagerto resolvework relatedconflicts.

• Reviews and determinesappropriate resolutionensuring policy and procedures are consistently followed.

• Handles guests with problems prior to a supervisor intervention

• Maintain knowledge and understanding of treatments/physiological effects/contraindications.

• Maintain spafacilityby performing necessary housekeeping duties (picking up towels, cups, shower & bathroom area, vanityareaand all surrounding areas).

• Uphold spa decor bymaintainingthe set-up and cleanliness of the guest spaces and break room areas.

• Handles guest requests and questions in a calm, professional, and courteous manner. Comfortable around guests in a state of undress.

• Ensureguestsservices are started on time and end on time.

• Ensure all guest checks are closed out in an efficient and accurate manner.

• Ensureteam members are on time for their day, their guests, and in theirappropriate room/stationat all times.

• Communicate and describe in an articulate manner the spa & salon offerings and their benefits.

• Provides management team with inventory support for linens and operational products.

• Maintain an understanding of the spa industry and spa philosophy (balance, relaxation, unity,beautyand a healthy lifestyle)

• Understand that as a representative of the Spa & Salon they willmaintaina healthy, fit appearance and a positive attitude.

• Maintain a clean, safe, stocked andwell-organizedwork area

• Assistin all areas of the spa and salon operation as directed by management

• Perform othertasks asassigned byManageror Supervisor.

Wage: $15.00 per hour

• PreviousSpa experience Recommended (1-2 year minimum)

• Must be able to read,writeand interpret inventory,purchasing, hospitality related terminology, Spa related terminology including the various treatment modalities, equipment, and products.

• High school diploma or equivalent

• Excellent, reading writing and oralproficiencyin the English language

• An energetic, forwardthinkingand creative individual with high ethical standards andan appropriate professionalimage.

• Ability to uphold anddemonstratethe highest level of integrity in all situations and recognize standards required by a regulated business.

ADDITIONAL REQUIREMENTS

• Must be able to stoop,bendand reach.

• Constantpubliccontactinfastpaced,friendlyandprofessionalenvironment.

• Must be able to listen and respond to visual and aural cues.

• Movingworkoutequipment,largeboxesorcartsofsupplies