Spa Concierge

Job Description

Job Description

Spa Concierge

About Woodhouse

Founded in 2001, Woodhouse is a premier spa franchise with a fresh approach to self-care and modern luxury. Offering signature massages, facials, body treatments, and more, Woodhouse provides guests with a holistic approach to wellness that lasts long after they leave the spa. With 90+ locations nationwide, Woodhouse is the gold standard of neighborhood spas, powered by a commitment to an unparalleled spa experience that focuses on total well-being.

Benefits

• Safe Harbour 401(k): 401(k): You will be eligible to participate in the company sponsored Safe Harbor 401(k) retirement plan, with up to 4% company match, to help you reach your retirement goals!
• Employee Discount Program for Spa Services: Pamper yourself with a visit to one of our four corporately owned Woodhouse Day Spas!
• Employee Assistance Program: We believe in supporting your mental well-being so you can be the best version of yourself! 

Purpose

As a Spa Concierge, you are the first and last impression for each guest who enters the spa, making you a critical team member in delivering service that exceeds expectations. Your role is pivotal in ensuring that every guest's experience is memorable and enjoyable from start to finish.

Responsibilities

The Spa Concierge is responsible for welcoming guests, preparing them for services, ensuring their comfort and relaxation through guest amenities, and proper guest flow through the spa on a daily basis. The Spa Concierge is responsible for preparing beverages for the guests prior to, during, between and after services. The Spa Concierge will work closely with providers to ensure that each guest is comfortable and on-schedule for their treatment(s). The Spa Concierge is responsible for conforming to standards set forth in the Team Member Handbook and Operations Manual and will strive each day to exceed our guest’s expectations.

Role Specifications

• Being a steward of the Woodhouse brand.
• Serves as primary support for the spa’s manager, therapists, and guests.
• Ensures that every guest has a friendly, inviting, and memorable experience.
• Serves as primary support for the spa’s manager, therapists, and guests.
• Answers incoming calls, and listens to our guests’ needs to schedule appointments or provide service recommendations and collect payment for services.
• Partners with the therapists to increase their guest retention and retail sales by scheduling the guest’s next appointment during checkout and promoting the recommended products.
• Educates guests on the Woodhouse experience including a warm welcome, introduction to our locker room and amenities and helping them to have a seamless experience.
• Drives service and retail sales/awareness by educating guests on products and services.
• Remembers the small details that make Woodhouse Spa special - guest's favorite drink, a warm neck wrap, and/or personal information like birthdays and anniversaries.
• Must be able to work weekends and some holidays.
• Must comply with all company policies and procedures.
• Other duties as assigned.

Qualifications

• Previous experience in spa, retail, hospitality, or customer service preferred.
• Previous experience in a sales-focused environment.
• Ability to work in a fast-paced environment and maintain professionalism.
• Comfortable interacting with guests in a spa setting.
• Leadership experience in a similar role or front-office operations.
• Comfort level with driving company sales goals and initiatives.
• Computer proficiency.
• Previous customer service and telephone reservations experience.
• Basic accounting skills (for daily closing procedures).

Organizational Relationships

This position reports directly to the Spa Director.

Compensation

This is a non-exempt position. You will remain eligible for overtime pay in accordance with applicable laws. The pay ranges from $19.00-$20.00 per hour and is eligible for a commission bonus structure. Full details of the pay and bonus structure and performance expectations will be reviewed with you by spa management. All bonuses are subject to board approval.

Work Schedule

This role requires availability to work a schedule that accommodates the needs of the business that could consist of days, evenings, and/or weekends.

Work Environment & Physical Requirements

This role requires physical strength to stand on feet for long hours at a time and the ability to lift up to 50lbs.