lead spa and wellness concierge - Miami Beach, United States - Fisher Island Club

Description

Job Description

Position: Lead Spa and Wellness Concierge Reports to: Spa Director

Department: Spa FLSA: Non-Exempt

Job Summary: Updated: 2024

Under the guidance of the Spa & Wellness Director and within the limits of the Fisher Island Club Policies, to ensure that all operational procedures, codes of conduct and standards of appearance, established by the Spa & Wellness Director, are adhered to by all staff.

The Lead Spa & Wellness Concierge's primary responsibility is to create a customer service oriented environment. Duties include retail sales and inventory control, spa service scheduling and support, cash drawer maintenance, administrative tasks. The Lead Spa & Wellness Concierge will also participate in promotional programs and marketing initiatives and will be the main contact for our members.

DUTIES AND RESPONSIBILITIES

Operations

• To ensure that a high standard of service is maintained throughout the Spa & Wellness.
• To follow all Spa and Wellness standards and operating procedures.
• Read notes for every appointment and assure that no mistakes have been made. Also assure that appointments are in correct sequence. Maximize revenue by therapist availability.
• To have thorough knowledge about Spa & Wellness Memberships as well as commencing tours and actively promote Spa & Wellness Memberships to new and existing guest.
• To manage all administration linked to membership including recording leads, recording activity, sign up paperwork and any further administration for the members.
• To work with the Spa & Wellness Director/Sales and Marketing team to manage activity to drive membership sales and generate leads. To follow up on all leads, meet and greet potential members and to carry out tours of the facilities where required.
• To put together and present each new member with their welcome pack. To support the members with ongoing requirements related to their membership package.
• To be the main contact person for members.
• Continually monitor equipment usage and attendance of guests in all health, fitness and wellness activities and programs.
• Review and follow up accordingly with equipment maintenance contracts.
• Will perform as a professional, with a friendly business attitude and conduct all duties and responsibilities as required by the position, or assigned by a Manager.
• To assist in the smooth flow of the guests journey and therapist schedule throughout the day, if needed.
• To work as a team liaising with the MOD of the day and fellow colleagues.
• Make sure the MOD Log is continually updated during shift and action any outstanding issues.
• To have a thorough understanding of Spa Soft reservations system.
• To organize appointment scheduling to maximize use of time and profitability whilst ensuring that the guests needs are of first importance.
• To have the ability to courteously interact and answer all Spa & Wellness and club related questions with guests.
• To cover receptionist duties as and when required.
• To have a thorough understanding of all retail sales items sold in the Spa and treatments and packages offered in the Spa.
• To reply to daily e-mails regarding Spa & Wellness bookings, meetings, groups, and VIP's guests.
• To assist with all daily reception duties, if needed, and as trained by Spa Reception and Reservations Manager.
• To carry out maintenance checks and do daily walk around to ensure the Spa & Wellness is fully operational and has all standards and procedures in place.
• To deal with dissatisfied or disgruntled guests. Resolve any spa complaints and communicate details to MOD.
• To create and review SOP's as assigned by Spa & Wellness Operations Manager and make sure they are followed at all times.
• To keep the working area clean and neat at all times.
• To work through your allocated roles and responsibilities making sure deadlines are met and work is carried out to a high standard.
• Attend to all administrative duties as directed by Spa & Wellness Director /Spa & Wellness Operations Manager
• Ensure filing systems are maintained in good order and stationary folders are up to date at all times.
• To show a professional attitude at all times, particularly with regards to punctuality, grooming standards and general manner.

Training

• Assist Spa & Wellness Reservationists, Attendants & Therapists with Spa Soft questions and obstacles if needed.
• Assist Spa & Wellness Reservationists, Attendants & Therapists with treatments & products knowledge questions, when needed.
• Work with different departments to generate awareness about Spa & Wellness.

Finances

• To recognize the importance of 'sales' in every aspect of the role and assist Spa & Wellness Director and Spa & Wellness Operations Manager in achieving the spa sales targets.
• To ensure that all spa charges are put through Spa Soft using the correct procedure.
• To ensure that all discounted marketing charges for treatments and products and e-mails are handled efficiently.
• To review the visual book for the day and the following day to ensure that everything is booked correctly and efficiently for revenue maximization.
• To complete daily KPI's and report to the Spa & Wellness Management team.
• To complete daily financial pick-up and support Spa & Wellness Receptionists, Reservationists and Therapists in achieving daily targets.

Engineering

• To do frequent checks of equipment and facilities to ensure safety and prevent loss of equipment due to negligence of wear and tear. Ensure all processes are in compliance with the Safe and Sound Manual.
• To record Engineering requests on NUVOLA and review on a daily bases making sure they have been followed up and the Spa & Wellness is in good working order.

Meetings/Trainings

• To attend monthly Spa & Wellness front office & colleague meetings.
• To participate in marketing meeting or any other meeting scheduled by Spa & Wellness Director/Spa & Wellness Operations Manager.
• To attend and adhere to all training courses as set by the Spa & Wellnes Operations Manager.

MOD Shifts

• Attend weekly planning meeting for all spa MODs.
• Attend hotel Morning Meeting when needed.
• Be the first point of contact for spa staff when needed.
• Follow up and maintenance during MOD shift

Inventory

• To request Retail product purchases and complete, and Spa & Wellness monthly invoice purchasing list.
• To assist with product arrivals – unpacking and inventory checks, i.e. correct counts, communicate to Spa & Wellness Operations Manager/ Spa Reception and Reservations Manager if any discrepancies.
• Assist with inventory control processes as assigned by Spa & Wellness Operations Manager/ Spa Reception and Reservations Manager.
• To assist with uploading new retail items as assigned by Spa & Wellness Operations Manager.

Sales & Marketing

• To export and send Spa database to Communications department when requested.
• To assist Sales & Marketing team in developing Social Media and content marketing strategy for Spa & Wellness.
• To supervise Spa & Wellness Social Media accounts and work with Sales & Marketing team if any updates are needed.
• Assist Sales & Marketing team in updating Business Listing sites such as SpaFinder, Spa Breaks if needed.
• To supervise website contents for Spa & Wellness to ensure all information is up to date and work with Sales & Marketing team if any updates are needed.

HEALTH AND SAFETY

• To be aware of, and comply with, safe working practices as laid down under the Health and Safety at Work Act 1974 and Company H & S Manual, as applicable to your place of work. This will include your awareness of any specific hazards at your work place

• To be aware of, and comply with Food Acts.

• To wear any appropriate protective clothing provided by or recommended by the Hotel.

• To report any defects in the building, plant or equipment according to the Hotel procedures.

• To ensure any accidents to colleagues, guests or visitors are reported in accordance with Hotel procedures.

• To attend 6 monthly statutory fire training and to be fully conversant with and abide by all rules concerning, fire, health & safety.

• To attend any training deemed appropriate by your Head of Department.

Personal

Self Development

Is personally committed to and actively works to continuously improve him/herself; understands that different situations and levels may call for different skills and approaches; works to deploy strengths; works on compensating for weaknesses and limits. Picks up on the need to change personal, interpersonal, and managerial behavior and seeks feedback.

Ethics and Values & Integrity

Adheres to an appropriate (for the setting) and effective set of core values and beliefs during both good and bad times; acts in line with those values; rewards the right values and disapproves of others; practices what he/she preaches. Is widely trusted; is seen as a direct, truthful individual; keeps confidences; admits mistakes and flaws.

Humility

Can get things done quietly without unnecessary noise; quickly admits flaws and mistakes; is careful to make others comfortable; is authentic; helps others save face in difficult situations; maximizes the contribution of all; encourages the expression of viewpoints from all concerned; is modest and self-effacing; respects the views of others.

Composure

Is cool under pressure; does not become defensive or irritated when under pressure or when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis.

This description is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts 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 other or different tasks be performed when circumstances (changes in personnel, workload, rush jobs, emergencies, or technological developments) change.