Lead Front Desk Receptionist

COMPANY OVERVIEW

Trilogy Spa Holdings is a professional spa management company dedicated to creating and operating the most innovative, service-centric, and performance-optimized branded spas in the hospitality industry. We currently operate spas in Arizona, California, Colorado, Florida, Hawaii, Nevada, New York, Puerto Rico, and Texas, where there is an enormous opportunity for growth for passionate individuals.

Trilogy inspires those who provide, “Flawless service: Every Guest, Every day.”

We pride ourselves on creating a culture where employees feel valued, appreciated and take pride in coming to work. As such, desired candidates seek to be a Partner at Trilogy, not merely an employee. If you are driven to succeed and proud to serve others, we want you as part of our team!

JOB SUMMARY

The Lead Spa Concierge is responsible for welcoming guests and providing comprehensive and professional guidance on all spa services, treatments, packages, and retail products to create a seamless luxury spa experience. This role involves warmly greeting guests, schedule coordination and booking of appointments by phone and in person, as well as retail sales, cash handling, payment processing, and the checking in and checking out of all guests in a professional manner. Acts as leader and mentor to the Spa Concierge team, overseeing the operations of the team, including training, scheduling, product knowledge, and product inventory. Effectively communicates with guests to understand their needs and areas of concern, while maintaining a high level of customer service standards.

ESSENTIAL FUNCTIONS

• Adhere to TRILOGY’s “Flawless Service, Every Guest, Every Day” philosophy and Spa policy and procedures.
• Anticipate guest needs and uphold Spa and TRILOGY’s service standards for guest service, including FORBES 5 Star criteria.
• Interact cooperatively and professionally with guests and spa team, demonstrating respect, sensitivity, and attentiveness, following all company guidelines.
• Provide coverage for any operational needs, demonstrating exemplary standards and expectations for each position.
• Greet guests warmly, providing tours of the facility and informing guests of available spa services and amenities, using professional verbiage and etiquette.
• Responsible for booking and confirming all spa and salon appointments accurately and professionally, based on guest preferences.
• Provide guests with thorough descriptions and guidance on all spa services, treatments and retail products and spa amenities.
• Manage guest check-in and check-out processes, ensuring accuracy and guest confidentiality.
• Promote, sell, and up-sell spa services, packages, and retail products to guests.
• Ensure Spa Concierges consistently deliver exceptional service by utilizing training materials for new and existing protocols, monitor performance, document compliance with service standards and policies, and motivate team for success. 
• Ensure Spa Concierges are monitored and informed of treatments, groups, and other promotions.
• Ensure Spa Concierges maintain a clean and orderly presentation of all retail items.
• Assist with retail inventory.
• Ensure Spa Concierges are responsible for their bank and proper procedures required thereof.
• Ensure the Spa Concierges maintain safety, sanitation, and disinfection standards, properly clean and sanitize products, rooms, tools and equipment, following TRILOGY and State Governing Boards requirements and guidelines.
• Reconcile guest challenges and communicates complaints or maintenance issues to Spa Management.
• Assist Spa Director with Spa Concierge schedules, as needed.
• Assist Spa Director in spa team performance evaluations and reviews.
• Assist with completing inventory, ordering, and end of month reports.
• Responsible for quarterly meetings of their department and attendance.
• Assist Spa Director with the interview, hiring process, onboarding, and training.
• Complete all necessary opening and closing duties.
• Perform other duties as assigned.
• Attend mandatory vendor and company training sessions, as scheduled by Spa Management.

REQUIRED EDUCATION AND PREFERRED EXPERIENCE

• Must have a High School diploma or equivalent, or any other combination of education, training and experience that provides the required knowledge, skills and capabilities.
• Previous Supervisory experience, preferred.
• At least 1-3 years’ experience in customer service, spa, hospitality, sales and/or retail.
• At least 1 year of luxury retail sales experience.
• Ability to learn, maintain knowledge of, and explain all spa and salon treatments and product benefits to guests.
• Must be sales-driven, and have a customer service-oriented personality, as position requires making spa/product recommendations and selling of products and services.
• Must be polished, professional, and have a strong command of both written and verbal English.
• Must possess excellent communication skills and phone etiquette.
• Must be organized, proactive, and possess a strong attention to detail.
• Basic computer software skills, including Microsoft Office.
• Previous experience with Booker, Book4Time, Spa Soft preferred.

BENEFITS/PERKS

• Medical, Dental and Vision (FTE only)
• 401K Matching
• PTO – Paid/Holiday Time Off
• VTO – Voluntary Time Off
• Discounts on Retail Products and Spa Services

COMPENSATION:  $19.50 per hour + Gratuity Pool + Retail Commission

The hourly pay range for this role is $19.50 - $24.00 . This rate is only applicable for jobs to be performed at  SpaWell at Napa Valley Marriott Hotel & Spa.  Pay ranges may vary based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.