Job Description

At Monarch Casino Resort Spa, we are more than just a premier destination for luxury gaming and hospitality in Black Hawk, Colorado; we are creators of unforgettable moments. Our commitment to excellence shines through our exceptional gaming, exquisite dining, and indulgent spa services, all set in an inviting and sophisticated atmosphere. As a family-owned business, we prioritize nurturing lasting relationships with our guests and the community, ensuring that every interaction is warm, memorable, and tailored to foster a true sense of belonging.

Job Title: Spa Concierge

Compensation: $22.00 + gratuities

Status: Varies

Shift: Day, Swing (Varies)

Monarch Casino Resort Spa in Black Hawk, Colorado sits 45-minutes west of downtown Denver. Rated by AAA as a Four Diamond resort, Monarch is in the top five percent of the nearly 31,000 properties approved by AAA who achieve this designation. Boasting 23-floors filled with 516-luxurious guest rooms and suites, five distinct restaurants, and over 40,000 square feet of gaming featuring 3,000 slot machines and over 45-table games. Spa Monarch carries the #1 Hotel Spa rating from USA Today’s Readers' Choice Awards. Monarch Chophouse carries OpenTable’s Diner’s Choice Award along with the Wine Spectator Award of Excellence. An award shared by Bistro Mariposa for both 2024 and 2025.

As part of a family-owned business, we are committed to providing excellence in every guest experience. From exceptional gaming, exquisite dining, unique and indulgent spa experiences, and a warm welcoming acknowledgement every time you step through our doors. Our focus is on maintaining lasting relationships with our guests and our community, ensuring that every interaction is warm, and welcoming.

Position Summary

The Spa Concierge serves as the first and last impression of Spa Monarch, curating a seamless and personalized guest journey in alignment with Forbes Travel Guide standards. This role requires exceptional attention to detail, emotional intelligence, and anticipatory service to ensure every interaction reflects warmth, professionalism, and refined hospitality. The Spa Concierge is a brand ambassador who embodies the values of luxury wellness while driving guest satisfaction, loyalty, and revenue optimization.

Responsibilities

• Warmly greet and welcome guests upon arrival, offering personalized and anticipatory attention consistent with Forbes Travel Guide standards
• Manage spa reservations, check-ins, and check-outs with precision, grace, and efficiency
• Optimize daily booking flow to balance guest preferences, therapist schedules, and revenue goals
• Confirm, adjust, and follow up on appointments to ensure a seamless and effortless guest experience
• Provide tailored, consultative recommendations for treatments and luxury enhancements
• Anticipate and coordinate special requests, including celebrations, VIP amenities, and bespoke add-ons
• Resolve guest concerns or service challenges promptly, professionally, and discreetly, executing thoughtful guest recovery when needed
• Promote and upsell luxury spa services and retail products through knowledgeable and confident recommendations
• Maintain accurate records of guest preferences, profiles, and daily operational reports
• Communicate guest needs, preferences, and special notes clearly to therapists, attendants, and leadership
• Coordinate with hotel departments to ensure a fully integrated and seamless luxury experience
• Represent Spa Monarch as a brand ambassador, consistently embodying refinement, wellness, and hospitality excellence
• Partner with management to continuously elevate the guest experience, from inquiry to departure, identifying opportunities for improvement and innovation
• Perform additional duties as assigned. Responsibilities and activities may change at any time with or without notice

Qualifications

• Energetic, service-driven professional with a genuine passion for luxury hospitality and wellness
• Previous guest service experience preferred, ideally within a luxury hotel, spa, or resort environment
• Demonstrated understanding of Forbes Travel Guide service standards, including anticipatory service, personalization, and meticulous attention to detail
• Strong professional phone presence with excellent etiquette, clear communication, and the ability to create a warm and polished first impression
• Exceptional attention to detail with the ability to manage reservations, guest preferences, and special requests accurately and efficiently
• Solution-oriented mindset with strong critical thinking and problem-solving abilities
• Polished, confident, and patient demeanor with outstanding interpersonal skills
• Strong multitasking and time management abilities in a fast-paced luxury environment
• Basic computer proficiency and comfort learning reservation and booking systems
• Ability to work flexible schedules, including weekends and holidays

Benefits:

• Enhanced health, dental, and vision insurance, along with a flexible spending account.
• Education, tuition, and certification reimbursement (up to $6,000 per calendar year).
• Growth opportunities available within department/company.
• Access the team dining hall with one free hot meal per shift.
• Company-matched 401k.
• Paid time off and six observed holidays
• Team Member Hotel, Retail, and Spa Discounts
• Team Member Anniversary Recognition (earn resort credit, vacation trips and more!)

Save your gas and mileage on your car! Check out these convenient casino bus routes at www.casinoshuttle.com. As a Team Member of Monarch, we subsidize your bus transportation up to 80%!

An Equal Opportunity Employer: Monarch Casino Resort Spa does not discriminate on the basis of race, color, religion, national origin, sex, age, disability, genetic information or any other status protected by law or regulation. It is Monarch’s intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.

An estimated salary for this position would be:

We believe that our people are at the heart of our success. By investing in our team through growth opportunities and robust training programs, we cultivate an environment of loyalty and pride. Our focus on building a talent ecosystem in collaboration with local institutions enables us to ensure that every experience at Monarch reflects the luxury and dedication we stand for. Join us in creating extraordinary experiences that inspire and elevate the spirit of hospitality.

An estimated salary for this position would be:

We believe that our people are at the heart of our success. By investing in our team through growth opportunities and robust training programs, we cultivate an environment of loyalty and pride. Our focus on building a talent ecosystem in collaboration with local institutions enables us to ensure that every experience at Monarch reflects the luxury and dedication we stand for. Join us in creating extraordinary experiences that inspire and elevate the spirit of hospitality.