Position Title: Lead Concierge - Wellness Practice

Role Overview: The Lead Concierge plays a pivotal role in ensuring that clients have a rejuvenating and memorable experience. This position involves overseeing all aspects of client services, coordinating treatments, managing reservations, and providing personalized recommendations to promote relaxation and well-being. Lead Concierge sets the tone for exceptional service delivery and ensures that the experience exceeds clients' expectations.

Key Responsibilities:

Client Services:

• Warmly greet clients upon arrival and provide personalized consultations to understand their wellness goals and preferences.
• Recommend treatments, therapies, and packages tailored to meet clients' needs and promote overall well-being.
• Assist clients with scheduling appointments, coordinating treatments, and answering inquiries about services and amenities.
• Ensure that clients feel cared for throughout their experience, attending to their comfort and satisfaction.

Team Leadership:

• Supervise and train the concierge team, providing guidance on delivering exceptional customer service and promoting a welcoming environment.
• Schedule staff shifts to ensure adequate coverage during peak hours and extraordinary events, optimizing efficiency while maintaining service standards.
• Foster a collaborative and supportive team culture, encouraging teamwork, communication, and professional development among team members.

Operations Management:

• Manage reservations, ensure accuracy and efficiency in booking appointments, coordinating practitioner and team member schedules, and allocating treatment rooms.
• Maintain detailed records of client preferences, treatment histories, and special requests to personalize future experiences and enhance client satisfaction.
• Oversee the cleanliness, organization, and ambiance of the center, ensuring it reflects an inviting atmosphere.

Communication and Collaboration:

• Communicate effectively with clients, practitioners, therapists, and other team members to coordinate services, address concerns, and ensure a seamless experience.
• Collaborate with the management team to develop and implement promotional strategies, extraordinary events, and wellness programs to attract and retain clients.
• Act as a liaison between clients and all service line departments to fulfill additional requests and enhance the overall client experience.
• Lead Conflict Resolution and Mediation Efforts: Act as the primary point of escalation for client-related issues. Quickly assess and analyze situations, leveraging strong interpersonal skills and diplomacy to resolve concerns efficiently. Utilize proactive communication to mediate disputes and implement solutions that maintain high levels of client satisfaction and team cohesion. Develop and implement best practices and protocols for handling complex issues while ensuring timely follow-up and resolution to prevent recurring problems.

Qualifications:

Bachelor’s degree in hospitality management, Spa Management, or related field preferred.

Previous experience in a concierge or client services role within the spa or wellness industry, with a minimum of 2 years in a leadership position.

Deep understanding of wellness concepts, spa treatments, and holistic therapies, with a passion for promoting health and wellness.

Excellent interpersonal skills, with the ability to build rapport with clients, inspire trust, and deliver personalized recommendations.

Strong organizational abilities, attention to detail, and proficiency in scheduling software and reservation systems preferred.

Flexibility to work varying shifts, including evenings, weekends, and holidays, based on the practice's needs.