Spa Concierge: Guest Experience Lead

CDL Labor Logistics; New York (NY); On-site; USD 42,000 - 52,000; Full time

Job summary

Cipriani New York seeks a Spa Concierge to be the first point of contact for guests, providing exceptional service, assisting with inquiries and reservations, and ensuring a smooth spa experience.

You will greet guests, answer questions, offer personalized recommendations, schedule treatments, and maintain a welcoming spa reception area. Flexibility for evenings, weekends, and holidays is appreciated.

Qualifications

• Previous experience in customer service, hospitality, or spa-related roles preferred.
• Excellent communication and interpersonal skills, with a friendly and outgoing demeanor.
• Strong organizational and multitasking abilities, with the ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Knowledge of spa services, treatments, and products, or a willingness to learn and become familiar with them.
• Proficiency in computer software for appointment scheduling, email communication, and basic administrative tasks.
• Professional appearance and demeanor, with a commitment to upholding the spa's standards of excellence.
• Flexibility in scheduling, including evenings, weekends, and holidays, to accommodate guest appointments and business hours.

Responsibilities

• Greet guests warmly upon arrival, provide an overview of spa services and facilities, and assist with check-in procedures.
• Answer phone calls, respond to emails, and handle inquiries regarding spa services, appointments, pricing, and availability.
• Provide personalized recommendations and assistance to guests based on their preferences, needs, and desired outcomes.
• Schedule spa treatments, massages, facials, and other services for guests, ensuring availability of therapists, treatment rooms, and equipment.
• Coordinate appointment times, confirmations, and reminders with guests via phone, email, or text message.
• Maintain an organized schedule of appointments, adjusting as needed to accommodate guest requests and preferences.
• Provide product recommendations, demonstrations, and information to guests, highlighting key features, benefits, and usage instructions.
• Maintain cleanliness and organization in the spa reception area, waiting lounge, and retail display areas, ensuring a neat and welcoming environment for guests.
• Monitor and replenish supplies, such as towels, robes, beverages, and reading materials, to meet guest needs and expectations.
• Build rapport with guests, establish positive relationships, and foster loyalty through attentive service, personalized attention, and follow-up communication.
• Collect guest feedback, comments, and suggestions to identify areas for improvement and enhance the overall guest experience.
• Handle guest complaints or concerns with professionalism, empathy, and a commitment to resolving issues to the guest's satisfaction.

Skills

Customer service

Communication

Organization

Spa knowledge

Computer skills

Professional appearance

Flexibility

Job description

Cipriani New York seeks a Spa Concierge to be the first point of contact for guests, providing exceptional service, assisting with inquiries and reservations, and ensuring a smooth spa experience.

You will greet guests, answer questions, offer personalized recommendations, schedule treatments, and maintain a welcoming spa reception area. Flexibility for evenings, weekends, and holidays is appreciated.