FT-Spa Concierge

Description

Sanctuary Camelback Mountain is an award-winning luxury boutique resort set against the iconic Camelback Mountain in Paradise Valley, Arizona. Our intimate hideaway features beautifully appointed casitas, a world-class spa, elements restaurant, jade bar, and exceptional resort amenities, all designed to deliver an effortlessly elegant guest experience.

At Sanctuary, our people are at the heart of everything we do. Guided by our Vision and Mission, we deliver luxurious, effortlessly elegant experiences by being adaptive, present, and engaged for both our guests and one another. Our culture is built on service, respect, teamwork, integrity, trust, and ownership—while always remembering to have fun. We are committed to developing ou

JOB SUMMARY

This position contributes to the Sanctuary Spa success by providing a consistently memorable and relaxing spa experience for our guests and members. The spa concierge will schedule services for individuals and large groups using SpaSoft. Use guest relation skills to confirm scheduled services, answer questions about and promote available services, check in guests for appointments and more. This position ensures the safety and comfort of guests, members and employees; with a focus in our superior standards which displays a sense of pride in the Sanctuary Commitments and Sanctuary Standards of Excellence.

JOB FUNCTIONS

Note: the following duties and responsibilities may not be all-inclusive

Guest Relations

• Welcome and acknowledge each and every guest with a verbal greeting, using the guest's name when possible. Upon departure, Thank guests and provide a fond farewell.
• Actively listen and respond positively to guest questions, concerns, and requests.
• Anticipate guests' service needs, acting on them when possible.
• Promote and sell spa/salon services.
• Resolve guest situations such as scheduling conflicts.
• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

Communication

• Answer telephones using appropriate etiquette.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Guest Scheduling and Check-In

• Schedule services for individuals and large groups using SpaSoft, reservation software.
• Call guests to confirm scheduled services and update the reservations/cancellations list.
• Check in guests for appointments.
• Advise providers of last minute changes or additions to schedule.
• Provide general spa orientation to guests upon arrival, such as the location and use of locker rooms, lounge areas, and hospitality stations.

Payment/Cash Handling

• Obtain assigned bank and ensure accuracy of contracted monies, obtain change required for expected business level, and keep bank secure at all times.
• Obtain and process guest payments for spa/salon services.
• Count and secure bank at end of shift.
• Verify payment authorization for checks and credit cards.
• Process adjustment vouchers, correction vouchers, and miscellaneous charges. 

Requirements

JOB REQUIREMENTS

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he/she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Ability to stand, sit, or walk for extended periods of time throughout the work shift
• Protect the privacy, security, and confidentiality of guests, associates, and company information at all times
• Properly care for and safeguard company equipment, tools, and other assets in accordance with established policies and procedures
• Adhere to all company and departmental safety, security, and cleanliness standards to maintain a safe and professional work environment
• Promptly report workplace accidents, injuries, safety concerns, or incidents to leadership
• Support the overall appearance and functionality of the spa/salon environment by communicating maintenance and repair needs to the appropriate department

Essential Competencies

• Delivers exceptional guest service with a warm, professional, and proactive hospitality approach
• Works collaboratively and effectively within a diverse team environment
• Communicates clearly and professionally with strong listening skills and polished telephone etiquette
• Demonstrates proficiency in English and basic computer applications, including Microsoft Word, Excel, and Outlook
• Maintains strong organizational skills with the ability to manage time effectively, multitask, and remain detail-oriented
• Upholds a professional presentation, positive demeanor, integrity, dependability, and adaptability
• Remains calm, flexible, and service-focused in a fast-paced environment
• Possesses knowledge of spa and salon services and retail offerings, with the ability to enhance the guest experience through thoughtful recommendations and upselling

QUALIFICATIONS

Education

• High School Diploma or GED Equivalent

Related Work Experience

• Minimum of one (1) year related work experience.
• Experience in a resort environment is a plus.