Lead SPA Concierge

Pier Sixty-Six Resort Spa Lead Concierge

South Florida's beacon of hospitality, Pier Sixty-Six Resort is returning to Fort Lauderdale. From the famed superyacht marina to the iconic spires of the rotating Pier-Top lounge, a new world of elevated experiences is set to unfold around it. The lush 32-acre waterfront enclave will be home to the extraordinary luxury resort hosting 325 guest rooms, suites, and villas, plus an exclusive collection of 91 Private Resort Residences, 12 restaurants and lounges, a luxurious spa, curated pool options, and a waterfront promenade with retail and dining. Every space is impeccably designed to both inspire and relax. All are met with exceptional service and refined touches resulting in extraordinary experiences. The Resort will assemble over 600 diverse and talented Team Members to bring Pier Sixty-Six to life and create a new legacy by providing memorable experiences and stellar service to our guests and residents. We aspire to create a caring culture for our team, with state-of-the-art facilities, a first-class employee dining room, and most importantly, a focus on you as an individual, including your welfare and wellbeing. Pier Sixty-Six invites dedicated, energetic, and polished hospitality enthusiasts eager for growth and stardom to join our team and enjoy highly competitive wages, comprehensive benefits, and a culture that honors and respects you.

Reporting to the Spa Manager, you will manage and provide outstanding leadership and support. The Lead Concierge serves as an ambassador of the spa, representing all its services and products to guests and residents. As a member of the Spa Lead team, the Lead Spa Concierge will assist in the day-to-day operation of the spa to always ensure smooth operational flow as well as ensuring exceptional guest experience and administrative procedures. This position requires consistent adherence to the policies and procedures of the department.

Responsibilities

Lead Responsibilities

• Responsible for the flow and service of the spa front desk operations including:
• Overseeing the Front Desk Operations
• Keeping desk organized and functional.
• Responding to emails, team messages and voice mails on a timely basis and ensuring the team are on task with all Spa Concierge Responsibilities.
• Full understanding of the spa POS system including maximizing features and troubleshooting issues.
• Performs the following specific duties:
• Responsible for all front desk operational systems to ensure optimal customer experiences and Steps of Service
• Assist with entering new products, purchase orders and receivables into software system and into Craftable.
• Assist with unpacking and distributing retail and operating supplies

Job Summary:

The Lead Concierge is responsible for the reception area at the spa. Includes the greeting of all guests, answering phone calls, assisting guests with questions regarding spa services and retail products, booking appointments, checking the guest into the computer system, and checking them out after services are performed.

Duties and Responsibilities:

• Be on time for your shift.
• Properly open and close spa each day according to Standard Operating Procedures.
• Accurately book, change and cancel spa appointments.
• Acknowledge and greet everyone who enters and leaves spa facilities.
• Provide detailed descriptions of spa treatments, packages, services, facility features, cancellation policy and hours of operation.
• Utilize spa computers with skill and proficiency.
• Answer the phone promptly and use the guest's name throughout the phone conversation.
• Actively promote the spa treatments, services, sessions and retail, as well as programs, promotions and discounts available.
• Maintain eye contact when addressing external and internal guests.
• Handle guests' questions and concerns professionally and courteously.
• Provide accurate, appropriate, and immediate responses to all requests by guests, ensuring complete guest satisfaction.
• Maintain a clean, safe, fully stocked, and well-organized work area.
• Develop the ability to work without constant direct supervision and stay at assigned area for long periods.
• Maintain a positive attitude and contribute toward a quality work environment.
• Regularly attend, participate in and support training and staff meetings for the spa.
• Assist in all areas of spa operation as requested by management.
• Communicate to management all occurrences involving staff or guests in the spa that require attention.

Position Requirements:

• Must be detail-oriented and have ability to multi-task.
• Ability to be efficient and productive in a fast-paced environment.
• Must have enthusiasm and possess excellent customer service skills.
• Must possess basic math and money handling skills.
• Enjoy working with people and possess a friendly and outgoing personality.
• Excellent communication, listening and computer skills.
• Must be a team player.

*Note* All duties and requirements stated above are essential job functions. This job description in no way states or implies that these are the only duties to be performed by the staff occupying this position. Staff members may be required to perform other job-related duties by their supervisor.