Luxury Guest Experience Spa Concierge

Job Description

Job Description

Role: Luxury Guest Experience Spa Concierge Location: Midlothian, Short Pump and RichmondFull-Time | $17–$18/hour + Commission + Quarterly Bonus OpportunitiesScents of Serenity Organic Spa is seeking exceptional individuals to join our Spa Concierge team at our Midlothian, Richmond and Short Pump locations. For more than 16 years, Scents of Serenity has created elevated, personalized spa experiences centered around exceptional service, organic wellness and genuine care. Our Spa Concierges are at the heart of making those experiences possible.Our guests come to Scents of Serenity to relax. Our team creates the experience that allows them to do it.While our spas are peaceful and tranquil for our guests, the work happening behind the scenes is active, detailed and often fast-paced. This is not a traditional receptionist position. Our Spa Concierges are an integral part of both the guest experience and the day-to-day operation of the spa.If you genuinely enjoy taking care of people, thrive when you're busy, take initiative and love being part of a strong team, this may be an exceptional fit for you.You May Be a Great Fit If You:Genuinely enjoy being busy and engaged throughout your shiftEmbody professionalism, confidence and poise in every interaction, reflecting the elevated standards of our brandAre warm, gracious and naturally comfortable interacting with peopleTake pride in providing exceptional hospitality and creating memorable guest experiencesHave a strong sense of personal accountability and take ownership of your responsibilities, decisions and performanceHold yourself to a high standard without needing constant direction or oversightFollow through on commitments and can be counted on by your teamCan confidently manage several priorities at once without becoming overwhelmedNotice what needs to be done and take initiative without waiting to be askedHave exceptional attention to detail and care about doing things correctlyAre receptive to feedback and view it as an opportunity to learn and growRemain calm, sophisticated and professional when things become busy or challengingEnjoy learning about products and services and making thoughtful recommendations to each guestAre comfortable working toward individual and team sales goalsEnjoy being part of a collaborative environment where everyone contributesAre looking for a workplace where you can grow, contribute and become an important part of the team ExperiencePrevious spa experience is preferred but not required. We provide in depth training on our services, products and guest experience standards.While previous spa experience is preferable, we place even greater value on the qualities you bring to the role: a positive mindset, strong work ethic, personal accountability, genuine warmth, initiative, reliability, and a commitment to creating an exceptional experience for both our guests and your team.Candidates with backgrounds in hospitality, restaurants, hotels, luxury retail, salons, fitness studios, medical or dental offices, customer service and sales may be well suited for this position. What the Position Is Really LikeA Luxury Guest Experience Spa Concierge is much more than someone working behind a front desk.Our Concierges are responsible for helping create a seamless experience from the moment a guest contacts us through the completion of their visit.During a typical shift, you may be welcoming an arriving guest, checking another guest out, answering the telephone, helping someone select the right service, coordinating schedules with service providers, preparing a bath or infrared sauna experience, escorting guests throughout the spa, assisting with laundry, and ensuring the spa remains immaculately clean, organized and beautifully presented throughout the day. Maintaining our environment is a shared team responsibility and includes the care and upkeep of guest areas, restrooms, back-of-house spaces, as well as assigned cleaning and closing duties.There will be times when several of these things happen at once.For the right person, that's part of what makes this position rewarding.Our guests experience a calm, beautifully orchestrated environment because our team is actively working behind the scenes to create it. This is a hands-on position for someone who enjoys staying engaged, moving throughout their shift and contributing wherever needed. Guest Experience & HospitalityAs a Spa Concierge, you will:Warmly welcome guests and create an exceptional experience from arrival through departureCheck guests in and out efficiently and accuratelyAnswer incoming calls and provide knowledgeable, gracious assistanceSchedule appointments and help guests select services based on their individual needs and goalsMatch guests with the appropriate service providers whenever possibleEscort guests throughout the spa and help them feel comfortable and cared forExplain spa experiences, services and amenitiesAnticipate guest needs and look for opportunities to make each visit exceptionalProcess payments, gift cards and other transactions accuratelyAssist with guest questions or concerns with professionalism, warmth and good judgmentCommunicate closely with massage therapists, estheticians, managers and fellow Concierges throughout the day Spa Operations & Behind-the-Scenes ResponsibilitiesCreating an exceptional luxury experience requires attention to what guests see and what happens behind the scenes.Spa Concierges also:Prepare and reset therapeutic bath and infrared sauna experiencesEscort and prepare guests for baths, saunas and other specialty experiencesAssist with laundry throughout the day and maintain an appropriate supply of fresh linensRestock supplies and guest amenitiesHelp maintain beautifully presented guest, treatment and common areasSupport service providers and fellow team members as neededHelp ensure the spa remains organized, clean and prepared throughout the dayStep in wherever needed during busy periods to keep the guest experience running seamlessly Everyone on our team contributes to maintaining the environment our guests expect. Sales & Guest RecommendationsSales are an important part of the Spa Concierge position, but our approach is centered around education, relationships and genuine recommendations rather than high-pressure selling.As you become knowledgeable about our services, memberships and professional skincare offerings, you'll help guests discover options that may enhance their experience and support their individual wellness or skincare goals.Spa Concierges:Become highly knowledgeable about our extensive menu of spa and wellness servicesEducate guests about membership options and recommend memberships when appropriateLearn our professional skincare offerings and confidently recommend productsHelp guests discover services and experiences that may complement their visitsWork toward individual and team sales goalsBuild relationships with returning guests and members Compensation & Performance OpportunitiesWe believe in recognizing team members who contribute to both an exceptional guest experience and the continued success of the spa.$17–$18/hour$10 commission for every spa membership soldQuarterly bonus opportunities based on sales performanceComplimentary professional skincare products for achieving established quarterly sales goalsEmployee spa and product discounts Comprehensive training on our services, products and hospitality standardsContinued professional developmentOpportunities for advancement within a growing companyA beautiful, professional work environment alongside talented massage therapists, estheticians and hospitality professionals Schedule & AvailabilityThis is a full-time, in-person position.Our spas serve guests throughout the week, and evenings and weekends are among our busiest and most important times. Applicants must have the availability required for the established schedule associated with the position.Our staffing and schedules are built around the operational needs of each spa rather than changing from week to week. Consistent availability, punctuality and dependability are essential to this position.We encourage applicants to carefully consider their long-term availability before applying. This May Not Be the Right Position If...We believe transparency is important when finding the right fit for both the candidate and our team.This position may NOT be the right fit if you:Are primarily looking for a quiet receptionist or desk positionPrefer significant downtime during your workdayDo not enjoy working in a fast-paced environmentAre uncomfortable managing several responsibilities simultaneouslyPrefer a position without sales or performance goalsDo not enjoy hands-on responsibilities such as laundry, restocking and preparing guest experiencesPrefer working independently rather than as part of a highly collaborative teamNeed a schedule that changes frequently based on personal availability The atmosphere our guests experience is peaceful.Creating that experience requires energy, teamwork, urgency, attention to detail and a genuine commitment to hospitality.We want candidates to understand the position before joining us because finding people who will truly enjoy and succeed in this role matters to us. Why Scents of Serenity?Since opening in Richmond in 2010, Scents of Serenity Organic Spa has grown to four locations while remaining committed to the personalized experience and attention to detail upon which the company was built.We're proud to have team members who have built long-term careers with Scents of Serenity, including employees who have been with us for more than a decade.We believe exceptional guest experiences begin with exceptional people, and we want our employees to feel valued, supported and proud of the work they do.Members of our team have described Scents of Serenity as the best job they've ever had, and we're looking for more people who will feel the same way. Before You ApplyConsider these questions:Do you genuinely enjoy being busy?Do you naturally take care of people and notice the little things?Are you someone your coworkers can depend on?Do you take ownership of your work and hold yourself accountable?Can you remain warm and composed when several things require your attention at once?Are you willing to jump in and help with both guest-facing and behind-the-scenes responsibilities?Would you enjoy learning our services and products well enough to confidently recommend them?Are you looking to become an important part of a team rather than simply find your next job? If those questions sound like you, we would genuinely love to meet you!