Lux Spa Concierge & Guest Experience Lead

Job Title: Front Desk Agent Job Department: Spa Job Pay Rate: $18.00 / hour Job Summary: As a "Spa" Front Desk Agent, you will serve as the primary ambassador for the wellness facility, creating exceptional first and last impressions for guests while delivering personalized, luxury-level service. This role is responsible for coordinating guest arrivals, managing custom spa itineraries, promoting retail offerings, facilitating seamless communication between departments, and ensuring the accurate operation of point-of-sale systems. The Spa Front Desk Agent plays a vital role in enhancing the overall guest experience by anticipating needs, resolving concerns, and maintaining the highest standards of hospitality and professionalism. Learn more about The Broadmoor here. Essential Duties and Responsibilities include following. Other duties may be assigned: Greet all arriving guests immediately with a warm, personalized, and luxury-level welcome, creating an exceptional first impression of the spa experience. Provide comprehensive spa orientations and facility tours, including locker rooms, relaxation lounges, hydrotherapy areas, treatment spaces, and available wellness amenities. Anticipate guest needs and preferences, delivering personalized service and responding proactively to ensure complete guest satisfaction. Coordinate and manage individual, couple, and group spa and salon reservations using spa management systems such as scheduling platforms. Contact guests prior to arrival to confirm appointments, treatment selections, intake documentation, special requests, and itinerary details. Serve as the primary communication liaison between guests, estheticians, massage therapists, salon professionals, and spa leadership to ensure seamless scheduling and service delivery. Manage appointment modifications, schedule adjustments, late arrivals, waitlists, and last-minute requests with professionalism and efficiency. Process guest payments, room charges, gift certificates, package redemptions, retail purchases, and cash, credit card, or complimentary transactions accurately. Reconcile daily cash banks, process gratuities, balance point-of-sale transactions, and generate end-of-day accounting reports. Promote and sell luxury skincare, wellness, beauty, and lifestyle retail products while providing knowledgeable product recommendations. Assist with retail inventory management, merchandising displays, stock replenishment, and product presentation standards. Maintain a pristine, tranquil, and highly organized reception area, lobby, and retail environment consistent with luxury hospitality standards. Monitor facility conditions and communicate maintenance, housekeeping, engineering, or operational concerns promptly to the appropriate department. Partner closely with Housekeeping, Guest Services, Concierge, and Hotel Front Desk teams to deliver a seamless and elevated guest journey. Respond to guest inquiries regarding spa services, memberships, wellness programs, facility policies, and resort offerings. Uphold guest confidentiality and maintain the highest standards of professionalism, discretion, and hospitality at all times. Support special events, wellness programs, promotional initiatives, and other operational activities as assigned. Ensure complete compliance with The Broadmoor guidelines, operational procedures, safety policies, and institutional standards for excellence (Forbes Travel Guide and AAA Five-Diamond). Maintain a willingness to learn about The Broadmoor’s history, estate grounds, wilderness properties, culinary offerings, and retail outlets. Execute additional duties and responsibilities as required. Performs other duties as assigned. - This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that additional or different tasks be performed when circumstances change. What we are looking for: Minimum of a high school diploma or General Education Degree (GED) equivalent. Previous experience in luxury customer service, hotel front desk or spa is highly preferred; however, an equivalent combination of relevant education and professional background will be considered. A valid driver’s license is required, as this role may involve transporting equipment across the Resort. Please note that all employees operating Broadmoor vehicles must be at least 18 years of age. Proficiency in spa/hotel reservation software and ability to utilize Microsoft Office tools for documentation and email communication. Exceptional emotional intelligence, grace under pressure, polished personal presentation, discretion, and strict confidentiality. A highly motivated team player who connects easily with colleagues and drives results through positive energy and seamless collaboration. Excellent communication skills, negotiation, conflict resolution and ability to work in fast-paced environment. Ability to lift, pull, or push up to 50 lbs. with assistance and proper safety practices. Flexible schedule, including weekends and holidays, as required by the calendar of events. *Reasonable accommodation will be provided for individuals with disabilities. *Not sure you meet every qualification? We still encourage you to apply. At The Broadmoor, we value exceptional candidates who bring a genuine willingness to learn, grow, and help us deliver Five-Star service. Why Choose The Broadmoor? Join the team at the world’s longest-running Five-Star, Five-Diamond Resort. At The Broadmoor, we invest in your future with comprehensive benefits, professional growth, and mentorship from top industry experts. Benefits: We empower our team with a rewards package including comprehensive health and dental insurance, a 401(k)-retirement plan, and exclusive local discounts. Please click here for a comprehensive list of benefits. Career Development: Your growth is our priority. Whether you are seeking a seasonal position or a long-term career, we provide the hands-on development and training you need to succeed. Application Notes Your application will not be penalized for redacting or removing any age-identifying information (such as your age, date of birth, or dates of school attendance/graduation). This posting is expected to close by the date listed at the top of the page. We encourage applicants to apply early, as this position may close sooner if filled. If necessary, this posting will remain open until it is filled. #J-18808-Ljbffr