Lux Spa Concierge & Guest Experience Lead

Colonial Group; Colorado Springs (CO); On-site; USD 25,000 - 29,000; Full time

Benefits offered by this job

Health and dental insurance

401(k) retirement plan

Exclusive local discounts

Job summary

The Broadmoor in Colorado Springs seeks a Spa Front Desk Agent to warmly welcome guests, coordinate arrivals, and deliver personalized, luxury service within our spa. You will manage reservations, guide guests through facilities, and collaborate with estheticians and therapists to ensure seamless scheduling and exceptional guest experiences.

Proficiency with spa reservation software, strong communication, and a professional demeanor are essential, as is flexible scheduling including weekends and

Qualifications

• Minimum of a high school diploma or General Education Degree (GED) equivalent.
• Previous experience in luxury customer service, hotel front desk or spa is highly preferred; however, an equivalent combination of relevant education and professional background will be considered.
• A valid driver’s license is required, as this role may involve transporting equipment across the Resort. Please note that all employees operating Broadmoor vehicles must be at least 18 years of age.
• Proficiency in spa/hotel reservation software and ability to utilize Microsoft Office tools for documentation and email communication.
• Exceptional emotional intelligence, grace under pressure, polished personal presentation, discretion, and strict confidentiality.
• A highly motivated team player who connects easily with colleagues and drives results through positive energy and seamless collaboration.
• Excellent communication skills, negotiation, conflict resolution and ability to work in fast‑paced environment.
• Ability to lift, pull, or push up to 50 lbs. with assistance and proper safety practices.
• Flexible schedule, including weekends and holidays, as required by the calendar of events.

Responsibilities

• Greet all arriving guests immediately with a warm, personalized, and luxury-level welcome, creating an exceptional first impression of the spa experience.
• Provide comprehensive spa orientations and facility tours, including locker rooms, relaxation lounges, hydrotherapy areas, treatment spaces, and available wellness amenities.
• Anticipate guest needs and preferences, delivering personalized service and responding proactively to ensure complete guest satisfaction.
• Coordinate and manage individual, couple, and group spa and salon reservations using spa management systems such as scheduling platforms.
• Contact guests prior to arrival to confirm appointments, treatment selections, intake documentation, special requests, and itinerary details.
• Serve as the primary communication liaison between guests, estheticians, massage therapists, salon professionals, and spa leadership to ensure seamless scheduling and service delivery.
• Manage appointment modifications, schedule adjustments, late arrivals, waitlists, and last‑minute requests with professionalism and efficiency.
• Process guest payments, room charges, gift certificates, package redemptions, retail purchases, and cash, credit card, or complimentary transactions accurately.
• Reconcile daily cash banks, process gratuities, balance point-of-sale transactions, and generate end‑of‑day accounting reports.
• Promote and sell luxury skincare, wellness, beauty, and lifestyle retail products while providing knowledgeable product recommendations.
• Assist with retail inventory management, merchandising displays, stock replenishment, and product presentation standards.
• Maintain a pristine, tranquil, and highly organized reception area, lobby, and retail environment consistent with luxury hospitality standards.
• Monitor facility conditions and communicate maintenance, housekeeping, engineering, or operational concerns promptly to the appropriate department.
• Partner closely with Housekeeping, Guest Services, Concierge, and Hotel Front Desk teams to deliver a seamless and elevated guest journey.
• Respond to guest inquiries regarding spa services, memberships, wellness programs, facility policies, and resort offerings.
• Uphold guest confidentiality and maintain the highest standards of professionalism, discretion, and hospitality at all times.
• Support special events, wellness programs, promotional initiatives, and other operational activities as assigned.
• Ensure complete compliance with The Broadmoor guidelines, operational procedures, safety policies, and institutional standards for excellence (Forbes Travel Guide and AAA Five‑Diamond).
• Maintain a willingness to learn about The Broadmoor’s history, estate grounds, wilderness properties, culinary offerings, and retail outlets.
• Execute additional duties and responsibilities as required.

Job description

The Broadmoor in Colorado Springs seeks a Spa Front Desk Agent to warmly welcome guests, coordinate arrivals, and deliver personalized, luxury service within our spa. You will manage reservations, guide guests through facilities, and collaborate with estheticians and therapists to ensure seamless scheduling and exceptional guest experiences.

Proficiency with spa reservation software, strong communication, and a professional demeanor are essential, as is flexible scheduling including weekends and