Spa Concierge

Monarch-Casino-Resort-Spa-1; Black Hawk (CO); On-site; USD 30,000 - 39,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

401k

Paid Time Off

Spa/Hotel Discounts

Job summary

Monarch Casino Resort Spa in Black Hawk, Colorado seeks a Spa Concierge to deliver a seamless, personalized guest journey in a luxury wellness setting. As the brand ambassador, you will greet guests, manage reservations, and coordinate with therapists to ensure exceptional service.

You will work with Forbes Travel Guide standards, anticipate guest needs, upsell refined spa experiences, and uphold the resort's reputation for hospitality, warmth, and meticulous attention to detail.

Qualifications

• Previous guest service experience in luxury hotel, spa, or resort environment.
• Familiarity with Forbes Travel Guide service standards and anticipatory service.
• Excellent phone etiquette and polished communication skills.
• Strong attention to detail and ability to manage reservations and guest preferences.
• Ability to multitask effectively in a fast-paced luxury setting.

Responsibilities

• Warmly greet guests and welcome them to Spa Monarch, managing reservations and check-ins with precision.
• Provide tailored treatment recommendations and upscale add-ons to enhance the guest experience.
• Coordinate with therapists, attendants, and hotel departments to ensure a seamless luxury journey.
• Maintain accurate guest records, profiles, and daily operational reports.
• Identify and resolve guest concerns promptly, professionally, and discreetly.

Skills

Customer service

Luxury hospitality

Attention to detail

Emotional intelligence

Communication

Multitasking

Problem-solving

Education

High school diploma or equivalent

Tools

Reservation software

Job description

At Monarch Casino Resort Spa, we are more than just a premier destination for luxury gaming and hospitality in Black Hawk, Colorado; we are creators of unforgettable moments. Our commitment to excellence shines through our exceptional gaming, exquisite dining, and indulgent spa services, all set in an inviting and sophisticated atmosphere. As a family-owned business, we prioritize nurturing lasting relationships with our guests and the community, ensuring that every interaction is warm, memorable, and tailored to foster a true sense of belonging.Job Title: Spa ConciergeCompensation: $22.00 + gratuitiesStatus: VariesShift: Day, Swing (Varies)Monarch Casino Resort Spa in Black Hawk, Colorado sits 45-minutes west of downtown Denver. Rated by AAA as a Four Diamond resort, Monarch is in the top five percent of the nearly 31,000 properties approved by AAA who achieve this designation. Boasting 23-floors filled with 516-luxurious guest rooms and suites, five distinct restaurants, and over 40,000 square feet of gaming featuring 3,000 slot machines and over 45-table games. Spa Monarch carries the #1 Hotel Spa rating from USA Today’s Readers' Choice Awards. Monarch Chophouse carries OpenTable’s Diner’s Choice Award along with the Wine Spectator Award of Excellence. An award shared by Bistro Mariposa for both 2024 and 2025.As part of a family-owned business, we are committed to providing excellence in every guest experience. From exceptional gaming, exquisite dining, unique and indulgent spa experiences, and a warm welcoming acknowledgement every time you step through our doors. Our focus is on maintaining lasting relationships with our guests and our community, ensuring that every interaction is warm, and welcoming.Position SummaryThe Spa Concierge serves as the first and last impression of Spa Monarch, curating a seamless and personalized guest journey in alignment with Forbes Travel Guide standards. This role requires exceptional attention to detail, emotional intelligence, and anticipatory service to ensure every interaction reflects warmth, professionalism, and refined hospitality. The Spa Concierge is a brand ambassador who embodies the values of luxury wellness while driving guest satisfaction, loyalty, and revenue optimization.ResponsibilitiesWarmly greet and welcome guests upon arrival, offering personalized and anticipatory attention consistent with Forbes Travel Guide standardsManage spa reservations, check-ins, and check-outs with precision, grace, and efficiencyOptimize daily booking flow to balance guest preferences, therapist schedules, and revenue goalsConfirm, adjust, and follow up on appointments to ensure a seamless and effortless guest experienceProvide tailored, consultative recommendations for treatments and luxury enhancementsAnticipate and coordinate special requests, including celebrations, VIP amenities, and bespoke add-onsResolve guest concerns or service challenges promptly, professionally, and discreetly, executing thoughtful guest recovery when neededPromote and upsell luxury spa services and retail products through knowledgeable and confident recommendationsMaintain accurate records of guest preferences, profiles, and daily operational reportsCommunicate guest needs, preferences, and special notes clearly to therapists, attendants, and leadershipCoordinate with hotel departments to ensure a fully integrated and seamless luxury experienceRepresent Spa Monarch as a brand ambassador, consistently embodying refinement, wellness, and hospitality excellencePartner with management to continuously elevate the guest experience, from inquiry to departure, identifying opportunities for improvement and innovationPerform additional duties as assigned. Responsibilities and activities may change at any time with or without noticeQualificationsEnergetic, service-driven professional with a genuine passion for luxury hospitality and wellnessPrevious guest service experience preferred, ideally within a luxury hotel, spa, or resort environmentDemonstrated understanding of Forbes Travel Guide service standards, including anticipatory service, personalization, and meticulous attention to detailStrong professional phone presence with excellent etiquette, clear communication, and the ability to create a warm and polished first impressionExceptional attention to detail with the ability to manage reservations, guest preferences, and special requests accurately and efficientlySolution-oriented mindset with strong critical thinking and problem-solving abilitiesPolished, confident, and patient demeanor with outstanding interpersonal skillsStrong multitasking and time management abilities in a fast-paced luxury environmentBasic computer proficiency and comfort learning reservation and booking systemsAbility to work flexible schedules, including weekends and holidaysBenefits:Enhanced health, dental, and vision insurance, along with a flexible spending account.Education, tuition, and certification reimbursement (up to $6,000 per calendar year).Growth opportunities available within department/company.Access the team dining hall with one free hot meal per shift.Company-matched 401k.Paid time off and six observed holidaysTeam Member Hotel, Retail, and Spa DiscountsTeam Member Anniversary Recognition (earn resort credit, vacation trips and more!)Save your gas and mileage on your car! Check out these convenient casino bus routes at www.casinoshuttle.com. As a Team Member of Monarch, we subsidize your bus transportation up to 80%!An Equal Opportunity Employer: Monarch Casino Resort Spa does not discriminate on the basis of race, color, religion, national origin, sex, age, disability, genetic information or any other status protected by law or regulation. It is Monarch’s intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.An estimated salary for this position would be:We believe that our people are at the heart of our success. By investing in our team through growth opportunities and robust training programs, we cultivate an environment of loyalty and pride. Our focus on building a talent ecosystem in collaboration with local institutions enables us to ensure that every experience at Monarch reflects the luxury and dedication we stand for. Join us in creating extraordinary experiences that inspire and elevate the spirit of hospitality.An estimated salary for this position would be:We believe that our people are at the heart of our success. By investing in our team through growth opportunities and robust training programs, we cultivate an environment of loyalty and pride. Our focus on building a talent ecosystem in collaboration with local institutions enables us to ensure that every experience at Monarch reflects the luxury and dedication we stand for. Join us in creating extraordinary experiences that inspire and elevate the spirit of hospitality.