Spa Concierge (Full Time)

Division:  Management & Non-Union (MAN010)

Band 1

Spa Concierge

Primary Responsibilities: 

The Spa Concierge is responsible for delivering exceptional, courteous, and efficient guest service from arrival through departure. This role manages spa check-in and checkout procedures, assists with reservations, promotes spa services and retail products, and maintains the cleanliness and organization of spa, locker room and relaxation facilities.

Essential Duties:

• Greet all guests with warmth and Aloha, creating a welcoming, professional, and secure environment.
• Provide accurate information on spa services, treatments, and retail products; recommend and upsell offerings based on guest needs and preferences.
• Manage spa reservations and requests, changes, and cancellations via phone, email, and in person.
• Complete all opening and closing procedures in accordance with established checklists.
• Support daily spa operations across all functional areas.
• Process billing, payments, and retail transactions accurately.
• Maintain thorough knowledge of hotel facilities, services, and hours of operation.
• Check in spa guests, issue lockers, and provide detailed tours of locker room and spa facilities.
• Stay engaged with guests and ensure they are where they need to be in time for their services.
• Maintain exceptional cleanliness, organization, and presentation of the spa desk, relaxation areas, locker rooms, restrooms, showers, and spa facilities.
• Ensure all spa areas are fully stocked with guest amenities and supplies at all times.
• Report any damaged, malfunctioning, or hazardous equipment to Spa Leadership immediately.
• Enforce spa rules, policies, and procedures with tact, professionalism, and discretion.
• Take ownership of guest concerns and complaints, demonstrating initiative to resolve issues promptly and effectively.
• Participate in training sessions, departmental communications, planning meetings, and associate engagement activities.
• Support associate and community relations initiatives as needed
• Perform other related duties as assigned or required.

Other Duties:

• Strong guest-service orientation with excellent interpersonal and communication skills.
• Ability to remain calm, professional, and courteous in fast-paced or challenging situations.
• Outgoing, energetic, and enthusiastic with a positive attitude.
• Detail-oriented, organized, and self-motivated.
• Ability to prioritize tasks and work independently without direct supervision.
• Strong problem-solving and decision-making skills with a guest-first mindset.
• Proficient in basic math, including percentages and fractions.
• Skilled in POS systems, inventory management software, and computerized spreadsheets.
• Ability to read, interpret, and prepare operational documents, reservation reports, and safety procedures.
• Ability to maintain confidentiality and discretion regarding guest and spa information.
• Comfortable working collaboratively with cross-functional teams and departments.

Working Conditions:

• Primarily an indoor work environment with extended periods of standing and walking.
• Occasional outdoor exposure to hot, humid, or windy conditions.
• Ability to lift up to 30 pounds.

Work Hours:

• Must be able to work shifts and days determined by the Manager.
• Must be able to work more than 40 hours per week, when needed.
• Non-exempt position requiring flexibility to work weekends, holidays, evenings, and variable schedules based on business needs

Equipment Use:

• Skilled in POS systems, inventory management software, and computerized spreadsheets.

Mental and Physical Demands:

• Ability to lift up to 30 pounds

Communication Demands:

• Ability to read, interpret, and prepare operational documents, reservation reports, and safety procedures.

Minimum Qualification:

• High school diploma or equivalent combination of education and relevant experience.
• Must obtain CPR/AED and First Aid certification within 60 days of hire.

• Previous experience in hospitality, spa or wellness, customer service, sales, guest relations, or administrative support preferred.