Lead Spa Concierge & Guest Experience Leader

Biltmore Hotel; Coral Gables, Northern (FL, KY); Hybrid; USD 38,000 - 55,000; Full time

Job summary

The Biltmore Hotel seeks a Lead Spa Concierge to guide the front desk team, assume MOD duties in the absence of Spa Manager, and ensure five-star guest service and adherence to BSOPs. This role trains staff, coordinates appointments, and oversees reception operations to maintain seamless spa experiences.

Responsibilities include coaching colleagues, managing bookings, resolving guest issues, and maximizing service excellence across the spa team while preserving operational standards and retail

Qualifications

• High School Diploma is required.
• Minimum one year experience as Spa Concierge.
• Speak, read, write and understand English.
• Ability to multitask and work in a dynamic environment.

Responsibilities

• Oversee daily front desk operations and act as MOD when needed.
• Book and coordinate appointments with impeccable guest service.
• Train front desk staff and ensure adherence to SOPs.
• Maintain front desk organization and stocked retail area.
• Resolve guest issues and escalate major disputes.
• Support spa manager and relay guest/employee feedback.
• Uphold guest service standards per BSOPs.
• Work with spa staff to ensure smooth operation.

Skills

English proficiency

Customer service

Team leadership

Front desk ops

Upselling

Training staff

Problem solving

Cash handling

Multi-tasking

Education

High School Diploma

Job description

The Biltmore Hotel seeks a Lead Spa Concierge to guide the front desk team, assume MOD duties in the absence of Spa Manager, and ensure five-star guest service and adherence to BSOPs. This role trains staff, coordinates appointments, and oversees reception operations to maintain seamless spa experiences.

Responsibilities include coaching colleagues, managing bookings, resolving guest issues, and maximizing service excellence across the spa team while preserving operational standards and retail