Job Description

The Lead Spa Concierge assists the Supervisor, Operations Manager, and Director in leading the reception team to maintain five star standards. They help train and coach all concierge as well as oversee the day to day front desk operations and will also act as manager on duty (MOD) in the absence of a Spa Manager. This position requires consistent adherence to policies and procedures of the department as outlined in the Biltmore Standard Operating Procedures (BSOP’S).

Responsibilities

• Fulfill all job responsibilities of the Spa Concierge position.
• Process all daily front of house spa transactions.
• Monitor current and future appointments (making sure that tickets are posted, appointments booked correctly, notes are in the systems, therapists preferences noted, miss-bookings fixed ahead of time to prevent potential issues from arising).
• Book and coordinate appointments and provide excellent guest service.
• Welcome the guests and provide them with excellent check in and check out procedures.
• Solve guest issues. Any major guest disputes are to be communicated to spa managers immediately.
• Train front desk staff as needed by the Spa Supervisor.
• Support Spa Manager’s direction and relate any guest and/or employee feedback.
• Apply and utilize new front desk procedures.
• Keep the front desk organized and the retail area fully stocked, organized and clean at all times.
• Oversee the front desk team in the absence of the Operations manager, ensuring that all front desk standards are being met.
• Prepare cards & small gifts for guest celebrations.
• Motivate and lead by example the front desk staff.
• Encourage all concierge to maximize revenues by up selling, selling retail, etc.
• Act as Manager on Duty (MOD) in absence of Spa Manager.
• Perform Manager on Duty (MOD) responsibilities and handle guest complaints, concerns & recommendations.
• Work closely with all spa staff including therapists & attendants promoting team work to ensure smooth operation of the spa.
• Uphold guest service standards at all times in accordance with Biltmore, departmental and leading hotel standards.

Requirements

Team Lead Responsibilities

· Responsible for supporting management in conducting internal department audits of all LHW Standards for their specific department.

· Attend all Biltmore Hotel Team Lead meetings facilitated by the Training & Development Manager.

· Required to complete the department quota of audits per week/per month as assigned by the Department Head and Training & Development Manager.

· Assist managers/ supervisors in creating and maintaining current department training manuals and training new and existing employees.

Experience and Education Required

· Education
High School Diploma is required

· Experience

Minimum one year experience as Spa Concierge required

Skills Required

· Must be able to:

o Speak, read, write and understand the English language.

o Compute accurate mathematical calculations.

o Provide legible communication and directions.

o Perform job functions with attention to detail, speed and accuracy.

o Prioritize and organize.

o Think clearly, remaining calm and resolving problems using sound judgment.

o Follow directions thoroughly.

o Understand guest’s service needs.

o Work cohesively with co-workers as part of a team.

o Work with minimal supervision.

o Maintain confidentiality of guest information and pertinent resort data.

o Use a computer keyboard and possess basic typing skills.

o Possess moderate to advanced computer skills.

o Work in a dynamic and constantly changing environment.

o Adept to multitasking.

Physical Demands

· Must be able to:

o Move, lift, carry, push, pull, and place objects weighing less than or equal to 20 pounds without assistance

o Stand, sit, or walk for an extended period of time or for an entire work shift

o Reach overhead and below the knees, including bending, twisting, pulling, and stooping

o Use, carry, and operate all necessary office equipment using finger dexterity.

Physical Demands (Continued)

o Communicate with employees, managers, subordinates and guests through verbal communication, hearing ability, and visual acuity.

o Visually look at a computer for extended periods of time.

o Adapt to moderate temperatures in the hotel as thermostat is controlled by hotel environmental systems. Most work tasks are performed indoors.

Success Criteria

· Team Player

o Demonstrates co-operation within the team and with other departments

o Listens carefully and works well with others

o Has a positive influence on others in the team and clearly enjoys working with people

· Guest Focused

o Anticipates guests’ needs and is sensitive to people from all cultures

o Has a natural, warm smile and a friendly and passionate approach

o Demonstrates confident, helpful and genuine behavior with internal and external guests

· Delivers their Best

o Has energy and sense of urgency for his/her work

o Resourceful, makes things happen and looks for ways to work more efficiently

o Always looks their best and acts appropriately (e.g. approaching guests, body language)

· Composed

o Able to stay calm under pressure

o Demonstrates maturity and ability to cope with the unexpected

o Never lets personal feelings interfere with delivering the highest standards

· Trustworthy and responsible

o Excellent records of attendance and punctuality

o Is reliable and demonstrates the ability to work without supervision

o Demonstrates a high level of personal integrity, honesty and trust

· Time Management

o Uses his/her time effectively and efficiently; values time, concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities

o Makes decisions in a timely manner

· Listening

o Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees