Job Description

Job Location: MIDWAY, UT 84049
Position Type: Full Time
Job Shift: DayThe Spa Concierge is the first point of contact for Spa guests and plays a key role in delivering a welcoming, organized, and elevated guest experience. This role supports daily front-desk operations, appointment scheduling, retail sales, and guest service recovery while maintaining a calm, professional, and luxury-focused environment.
Key Responsibilities
Guest Experience & Front Desk Operations
- Greet Spa guests warmly, confirm appointments, and provide orientation (facilities, policies, amenities).
- Manage check-in/check-out processes, guest intake forms, and spa waivers.
- Handle guest requests and concerns with empathy and urgency; escalate as appropriate.
- Maintain lobby/reception presentation standards (clean, quiet, stocked, welcoming).
Scheduling & Reservations
- Answer phones, respond to emails/messages, and book/modifiy appointments accurately.
- Coordinate therapist schedules, room availability, and service timing to maximize utilization.
- Promote upgrades, add-ons, and enhancements to optimize guest experience and revenue.
- Communicate schedule updates and special requests clearly to therapists and leadership.
Retail & Sales Support
- Recommend spa products and services based on guest needs and preferences.
- Process retail transactions and support merchandise displays and inventory counts.
- Achieve individual and team retail/service sales goals and track daily results.
Administrative & Cash Handling
- Operate POS and reservation systems; ensure accurate data entry and payment processing.
- Balance cash drawer and follow all cash-handling and refund procedures.
- Support daily opening/closing procedures and end-of-day reporting as assigned.
Team Support & Standards
- Maintain guest confidentiality and uphold professional boundaries at all times.
- Assist with laundry/stocking/amenity organization as needed to support operations.
- Follow safety, sanitation, and cleanliness standards for a spa environment.
- Participate in trainings, meetings, and service standards refreshers.

QualificationsRequired
- High school diploma or equivalent.
- 1+ year of customer service experience (hotel, spa, resort, or luxury retail preferred).
- Strong verbal and written communication skills.
- Comfortable using computers, POS systems, and scheduling software.
- Ability to handle multiple priorities in a fast-paced environment with professionalism.
- Reliable attendance and flexibility to work weekends/holidays.
Preferred
- Previous spa, hotel front desk, or concierge experience.
- Sales experience with retail or service add-ons.
- Bilingual (Spanish) a plus.
Skills & Competencies
- Guest-first mindset; polished and professional presence.
- Strong attention to detail and organization.
- Calm under pressure; effective problem-solving and conflict resolution.
- Sales confidence and ability to recommend services/products naturally.
- Team player with a positive attitude and high integrity.
Physical Requirements
- Ability to stand/walk for extended periods.
- Ability to lift up to 25 lbs (retail/laundry/restocking supplies).
- Ability to work in a spa environment with fragrances and cleaning products.
What Success Looks Like
- Guests feel welcomed, supported, and cared for from arrival to departure.
- Scheduling is accurate, optimized, and communicated clearly to the team.
- Retail/service add-on goals are consistently met through genuine recommendations.
- Front desk remains organized, clean, and aligned with resort standards.
Equal Employment Opportunity
Zermatt Utah Resort & Spa is an Equal Opportunity Employer. We are committed to a workplace free from discrimination and harassment, and we celebrate diversity and inclusion.