Spa Concierge

SPA CONCIERGE

Yountville, CA

Laying in the heart of Napa Valley, The Estate Yountville features two magnificent hotels that embody the perfect getaway and retreat. Surrounded by vineyards, Michelin-star restaurants and exquisite views in Yountville, our 22-acre haven sits among one the most coveted viticulture regions in the world. We invite our guests to immerse themselves in a redesigned Wine Country experience in a delightfully vino-cultured manner: two luxury hotels with decidedly different personalities the vibrant Hotel Villagio and its sophisticated counterpart, Vintage House, a chic and tranquil sanctuary. A combined room-count of nearly 200 rooms and suites allows us to create a memorable experience for any occasion!

JOB SUMMARY:

The Spa Concierge is responsible for delivering an exceptional guest experience from initial contact through departure. This role manages reservations, guest arrival and departure processes, retail transactions, and personalized service coordination.

Reporting to the Spa Supervisor, with oversight from the Spa Director, the Spa Concierge ensures every guest interaction reflects Estate Yountvilles commitment to refined hospitality, efficiency, and attention to detail.

ESSENTIAL JOB RESPONSIBILITIES:

• Greet and welcome guests with professionalism and warmth, anticipating needs and personalizing each interaction.
• Efficiently schedule, modify, and confirm reservations using Book4Time software.
• Maintain accurate and detailed guest profiles, preferences, and visit history.
• Conduct thorough consultations to understand guest expectations and coordinate services accordingly.
• Facilitate smooth check-in and check-out procedures, ensuring accuracy and efficiency.
• Process payments accurately, including cash, credit cards, gift certificates, and package redemptions.
• Maintain fiscal responsibility and accountability of assigned cashier bank.
• Support retail operations, including product knowledge, presentation standards, inventory awareness, and achievement of sales goals.
• Educate guests on spa services, enhancements, memberships, promotions, and property offerings.
• Provide spa tours and orient guests to locker rooms, relaxation areas, and spa amenities.
• Liaise between guests, service providers, Spa Attendants, and the Spa Supervisor to ensure seamless communication.
• Read and update communication logs prior to each shift and pass vital information to the next shift.
• Maintain a clean, organized, fully stocked, and presentation-ready front desk and reception area.
• Support group bookings and special events as assigned.
• Assist Spa Attendants as needed to ensure guest satisfaction and facility presentation.
• Follow all safety procedures and report maintenance needs promptly.
• Attend all scheduled trainings and team meetings.
• Perform additional duties as assigned to support spa operations.

SERVICE STANDARDS

• Uphold Estate Yountvilles luxury service standards and Forbes expectations in every guest interaction.
• Maintain a polished, professional appearance consistent with resort standards.
• Deliver personalized service with attention to detail and strong communication skills.
• Reinforce reservation accuracy, timing standards, and guest confidentiality.
• Support performance metrics including retail sales and guest satisfaction scores.
• Maintain composure, graciousness, and efficiency in high-volume or high-pressure situations.
• Foster a cooperative and respectful team environment aligned with Estate values.
• Support sustainability initiatives and brand standards across all guest touchpoints.

REQUIRED QUALIFICATIONS:

• High school diploma or equivalent required.
• 12 years of luxury hospitality, spa, or customer service experience preferred.
• Proficiency with Book4Time software preferred; strong computer skills required (Microsoft Office, email systems).
• Excellent written and verbal communication skills.
• Strong organizational skills with the ability to prioritize multiple tasks.
• Strong mathematical skills for accurate financial transactions.
• Ability to work independently while following direction from the Spa Supervisor.
• Ability to multitask and maintain professionalism under pressure.
• Availability to work nights, weekends, and holidays as required.

PHYSICAL REQUIREMENTS & WORK ENVIRONMENT

• Ability to stand for extended periods.
• Ability to lift and move retail products or supplies up to 25 pounds.
• Comfortable working in an environment infused with essential oils and treatment aromas.
• Ability to maintain focus and professionalism in a fast-paced hospitality environment.

Hotel Villagio & Vintage House offer an attractive compensation and benefits package and the opportunity to be part of a dynamic team.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Nothing in this job description restricts managements right to assign or reassign duties and responsibilities to this job at any time.

Hotel Villagio and Vintage House are equal opportunity employers (Minorities/Females/Disabled/Veterans)

Compensation details: 21 Hourly Wage

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