Luxury Guest Experience Spa Concierge

Pennant Solutions Group; Richmond, Northern (VA, KY); On-site; USD 23,000 - 25,000; Full time

Benefits offered by this job

Commission

Quarterly bonus

Free skincare products

Comprehensive training

Career progression

Job summary

Pennant Solutions Group is seeking a Luxury Guest Experience Spa Concierge for a full-time, in-person role. The position emphasizes delivering elevated, personalized spa experiences with a focus on hospitality, professionalism, and guest satisfaction.

You will be part of a team that values initiative, meticulous attention to detail and the ability to manage multiple priorities in a fast-paced environment. The role includes sales elements and opportunities to earn commissions and quarterly

Qualifications

• Previous spa experience is preferred but not required.
• In-depth training on services, products and guest experience standards provided.

Responsibilities

• Warmly welcome guests and create an exceptional experience from arrival through departure.
• Check guests in and out efficiently and accurately.
• Answer incoming calls and provide knowledgeable, gracious assistance.
• Schedule appointments and help guests select services based on their needs and goals.
• Escort guests throughout the spa and help them feel comfortable and cared for.
• Explain spa experiences, services and amenities.
• Anticipate guest needs and look for opportunities to enhance each visit.

Skills

Customer service

Hospitality

Communication

Sales goals

Job description

Luxury Guest Experience Spa Concierge

Full-Time | $17–$18/hour + Commission + Quarterly Bonus Opportunities

Our client is seeking exceptional individuals to join our Spa Concierge team.

For more than 16 years, this client has created elevated, personalized spa experiences centered around exceptional service, organic wellness and genuine care. Our Spa Concierges are at the heart of making those experiences possible.

Our guests come to us to relax. Our team creates the experience that allows them to do it.

While our spas are peaceful and tranquil for our guests, the work happening behind the scenes is active, detailed and often fast-paced. This is not a traditional receptionist position. Our Spa Concierges are an integral part of both the guest experience and the day-to-day operation of the spa.

If you genuinely enjoy taking care of people, thrive when you’re busy, take initiative and love being part of a strong team, this may be an exceptional fit for you.

You May Be a Great Fit If You:

• Genuinely enjoy being busy and engaged throughout your shift
• Embody professionalism, confidence and poise in every interaction, reflecting the elevated standards of our brand
• Are warm, gracious and naturally comfortable interacting with people
• Take pride in providing exceptional hospitality and creating memorable guest experiences
• Have a strong sense ofpersonal accountabilityand take ownership of your responsibilities, decisions and performance
• Hold yourself to a high standard without needing constant direction or oversight
• Follow through on commitments and can be counted on by your team
• Can confidently manage several priorities at once without becoming overwhelmed
• Notice what needs to be done and take initiative without waiting to be asked
• Have exceptional attention to detail and care about doing things correctly
• Are receptive to feedback and view it as an opportunity to learn and grow
• Remain calm, sophisticated and professional when things become busy or challenging
• Enjoy learning about products and services and making thoughtful recommendations to each guest
• Are comfortable working toward individual and team sales goals
• Enjoy being part of a collaborative environment where everyone contributes
• Are looking for a workplace where you can grow, contribute and become an important part of the team

Experience

Previous spa experience is preferred but not required. We provide in depth training on our services, products and guest experience standards.

While previous spa experience is preferable, we place even greater value on the qualities you bring to the role: a positive mindset, strong work ethic, personal accountability, genuine warmth, initiative, reliability, and a commitment to creating an exceptional experience for both our guests and your team.

Candidates with backgrounds in hospitality, restaurants, hotels, luxury retail, salons, fitness studios, medical or dental offices, customer service and sales may be well suited for this position.

What the Position Is Really Like

A Luxury Guest Experience Spa Concierge is much more than someone working behind a front desk.

Our Concierges are responsible for helping create a seamless experience from the moment a guest contacts us through the completion of their visit.

During a typical shift, you may be welcoming an arriving guest, checking another guest out, answering the telephone, helping someone select the right service, coordinating schedules with service providers, preparing a bath or infrared sauna experience, escorting guests throughout the spa, assisting with laundry, and ensuring the spa remains immaculately clean, organized and beautifully presented throughout the day. Maintaining our environment is a shared team responsibility and includes the care and upkeep of guest areas, restrooms, back-of-house spaces, as well as assigned cleaning and closing duties.

There will be times when several of these things happen at once.

For the right person, that’s part of what makes this position rewarding.

Our guests experience a calm, beautifully orchestrated environment because our team is actively working behind the scenes to create it. This is a hands‑on position for someone who enjoys staying engaged, moving throughout their shift and contributing wherever needed.

Guest Experience & Hospitality

As a Spa Concierge, you will:

• Warmly welcome guests and create an exceptional experience from arrival through departure
• Check guests in and out efficiently and accurately
• Answer incoming calls and provide knowledgeable, gracious assistance
• Schedule appointments and help guests select services based on their individual needs and goals
• Match guests with the appropriate service providers whenever possible
• Escort guests throughout the spa and help them feel comfortable and cared for
• Explain spa experiences, services and amenities
• Anticipate guest needs and look for opportunities to make each visit exceptional
• Process payments, gift cards and other transactions accurately
• Assist with guest questions or concerns with professionalism, warmth and good judgment
• Communicate closely with massage therapists, estheticians, managers and fellow Concierges throughout the day

Spa Operations & Behind-the-Scenes Responsibilities

Creating an exceptional luxury experience requires attention to what guests seeandwhat happens behind the scenes.

Spa Concierges also:

• Prepare and reset therapeutic bath and infrared sauna experiences
• Escort and prepare guests for baths, saunas and other specialty experiences
• Assist with laundry throughout the day and maintain an appropriate supply of fresh linens
• Restock supplies and guest amenities
• Help maintain beautifully presented guest, treatment and common areas
• Support service providers and fellow team members as needed
• Help ensure the spa remains organized, clean and prepared throughout the day
• Step in wherever needed during busy periods to keep the guest experience running seamlessly

Everyone on our team contributes to maintaining the environment our guests expect.

Sales & Guest Recommendations

Sales are an important part of the Spa Concierge position, but our approach is centered aroundeducation, relationships and genuine recommendations rather than high-pressure selling.

As you become knowledgeable about our services, memberships and professional skincare offerings, you’ll help guests discover options that may enhance their experience and support their individual wellness or skincare goals.

Spa Concierges:

• Become highly knowledgeable about our extensive menu of spa and wellness services
• Educate guests about membership options and recommend memberships when appropriate
• Learn our professional skincare offerings and confidently recommend products
• Help guests discover services and experiences that may complement their visits
• Work toward individual and team sales goals
• Build relationships with returning guests and members

Compensation & Performance Opportunities

• $17–$18/hour
• $10 commission for every spa membership sold
• Quarterly bonus opportunities based on sales performance
• Complimentary professional skincare products for achieving established quarterly sales goals
• Employee spa and product benefits
• Comprehensive training on our services, products and hospitality standards
• Continued professional development
• Opportunities for advancement within a growing company
• A beautiful, professional work environment alongside talented massage therapists, estheticians and hospitality professionals

Schedule & Availability

This is a full-time, in-person position.

Our spas serve guests throughout the week, and evenings and weekends are among our busiest and most important times. Applicants must have the availability required for the established schedule associated with the position.

Our staffing and schedules are built around the operational needs of each spa rather than changing from week to week.Consistent availability, punctuality and dependability are essential to this position.

We encourage applicants to carefully consider their long-term availability before applying.

This May Not Be the Right Position If…

• Are primarily looking for a quiet receptionist or desk position
• Prefer significant downtime during your workday
• Don’t enjoy working in a fast-paced environment
• Are uncomfortable managing several responsibilities simultaneously
• Prefer a position without sales or performance goals
• Don’t enjoy hands‑on responsibilities such as laundry, restocking and preparing guest experiences
• Prefer working independently rather than as part of a highly collaborative team
• Need a schedule that changes frequently based on personal availability

The atmosphere our guests experience is peaceful.

Creating that experience requires energy, teamwork, urgency, attention to detail and a genuine commitment to hospitality.

We want candidates to understand the position before joining us because finding people who will truly enjoy and succeed in this role matters to us.

Why Us?

Our Spa has grown to four locations while remaining committed to the personalized experience and attention to detail upon which the company was built.

We’re proud to have team members who have built long-term careers, including employees who have been with us for more than a decade.

We believe exceptional guest experiences begin with exceptional people, and we want our employees to feel valued, supported and proud of the work they do.

Members of our team have described us asthe best job they’ve ever had, and we’re looking for more people who will feel the same way.

Before You Apply

Consider these questions:

Do you genuinely enjoy being busy?

Do you naturally take care of people and notice the little things?

Are you someone your coworkers can depend on?

Do you take ownership of your work and hold yourself accountable?

Can you remain warm and composed when several things require your attention at once?

Are you willing to jump in and help with both guest-facing and behind-the-scenes responsibilities?

Would you enjoy learning our services and products well enough to confidently recommend them?

Are you looking to become an important part of a team rather than simply find your next job?

If those questions sound like you,we would genuinely love to meet you.