Job Details
Are you a hospitality professional with experience in Spas and have a love for hospitality and genuinely exceeding expectations? Would you like to further your hospitality career in an upscale resort environment with breathtaking views? If so, please read on! Fisher Island Club is looking to hire a full-time Spa Concierge.
This position has a competitive wage, depending on experience. All eligible full-time regular employees are also offered great benefits, including medical, dental, vision, a 401 (k) retirement savings plan, holiday pay, vacation time, paid time off (PTO), short-term disability, life insurance, AD&D, free parking, and free meals. If this sounds like the right opportunity for you to dive deeper into the hospitality industry, consider applying to join our exceptional team today!
ABOUT FISHER ISLAND CLUB HOTEL & RESORT
Accessible only by ferryboat or private yacht, our boutique property is comprised of a collection of just 15 graciously appointed historic and reimagined cottages, villas, and guesthouse suites that surround the now-iconic limestone and marble Vanderbilt Mansion mere steps from the beach, pool, spa, restaurants, and marina. Our private membership-only club boasts a beach club with one of the country's only genuinely secluded beaches, a 15-room all-suite luxury hotel, an award-winning championship golf course, 17 tennis courts, 4 pickleball courts, two deep-water marinas, a variety of casual and formal dining venues, a spa, a salon, a fitness center, the Vanderbilt Theater, an aviary with over a dozen exotic birds, and an observatory for stargazing. No other Miami resort or hotel offers the type of world-class luxury and 5-star level of service that we do.
It is the superior service and attention to detail that our staff provides to our residents, members, and hotel guests that distinguishes us from other private clubs. That's why we consider the health and well-being of our staff members to be one of our highest priorities. In addition to competitive wages, we are pleased to offer a variety of excellent benefits and career growth opportunities.
$2.000 hiring bonus
SPA CONCIERGE
Position Summary
The Spa and Salon Front Desks are the main information centers for the department. The Spa Concierge assumes all the responsibilities that come with these areas. This position creates a member/guest's first and last impression of the Spa. A Spa Concierge handles each guest/member's request for Spa, Fitness, Salon, and Retail Services. His/her primary function is to ensure that all members/guests are greeted, and personally checked in and out of the Spa courteously, efficiently, and accurately. This position is also responsible for scheduling services via the appointment booking system; answering and routing phone calls, selling merchandise, and point of sale settlements.
In accordance with Fisher Island Club's philosophy, all team members work together sharing a common goal of a successful and innovative club. Team members are to demonstrate integrity, fairness, and honesty. These are the core values that we will live by in our daily interaction with all our external and internal members, guests, and customers.
Nature and Scope:
* The incumbent reports directly to the Assistant Spa Director. The major thrust of the position is to create a warm and professional welcome and ensure that members/guests feel comfortable with their visit to the Spa.
Duties and Responsibilities:
* Support the club's philosophy and culture daily to ensure member/guest satisfaction.
* Ensure that a high standard of service is maintained throughout the spa, as detailed in Club and Department standard operating procedures, as well as the Forbes and Leading Hotels of the World standards.
* Assist in the operations of the entire spa department as required:
* Front Desk
* Spa Retail Area
* Relaxation & Locker Areas
* Prep Area
* Fitness areas
* Treatment Rooms
* Salon
* Represent the first impression, ensuring a warm and friendly welcome and check-in experience to all members/guests always, confirming membership status and good standing. Use the member/guest name appropriately and communicate it to colleagues and managers so that they can use it as well.
* Assist in the smooth flow of the member/guest's journey throughout the visit.
* Give guided tours of the Spa when needed and offer return members/guests proper recognition. Aim to give members/guests the best possible service and make each member/guest feel important. The interest of each member/guest is of paramount importance.
* Provide members/guests with information regarding the Spa's facilities, programs, and services. Guide members/guests through the booking process offering a personalized experience and customized recommendations by sharing knowledge of spa services.
* Schedule services using the appointment booking system following all booking operating procedures. Organize appointment scheduling to maximize the use of time and profitability whilst ensuring that the member's/guests' needs are of first importance. Proactively record guest preferences and anticipate needs, helping with any reservation even if it does not pertain to the Spa. Communicate other necessary guest information with colleagues (i.e.: Birthdays, Anniversaries, Special requests.)
* Inform Management of member/guest grievances. Handle member/guest complaints in accordance with our member/guest resolution policy. Take ownership and provide satisfaction and assurance to them that you will bring the issue to Management. If Management is unavailable, address problems in a courteous manner.
* Assist guests in the Retail and ring-up sales. Ensure that the reception and retail area is always tidy, clean, and fully always stocked.
* Process all vouchers including training and classes as well as spa services through the spa software.
* Check members/guests out of the Spa ensuring services have been accurately settled.
* Answer/address all correspondence in a timely manner, including emails and voicemails. Handle member/guest comments and concerns in a timely and appropriate manner, consulting a member of the leadership team when necessary and following an appropriate and expected handover to coworkers when tasks are not completed.
* Monitor and change the music on the master sound system as it pertains to the spa areas.
* Run daily usage reports off the appointment booking software and submit them to Supervisor via daily reports.
* Assist Therapists in room assignments.
* Report any dysfunctional equipment to Spa MOD.
* Maintain inventory of supplies for the operations of the spa reception as per the inventory calendar.
* Attend daily, weekly, and monthly spa meetings as well as all training courses deemed necessary/mandatory.
* Will be expected to assist with various demonstrations, events, and training.
* At the close of your shift, inform the next shift of any pertinent information relative to operations and Member services.
* If you are on the closing shift, complete all closing shift duties.
* If you are on the opening shift, complete all opening shift duties.
* Maintain a high standard of appearance and personal hygiene in accordance with the employee handbook and spa-specific grooming guidelines. Make sure the uniform is immaculate. Appearance should be professional with minimal jewelry, conservative hair, and nail style and a nametag is worn.
* During your employment, other positions, duties, and responsibilities may be assigned to you from time to time.
* Always demonstrate a professional attitude, particularly regarding punctuality, appearance, and general manner.
* Prepare gift certificates and gift packaging.
Success Criteria
A successful candidate for this position should excel at:
* Creating memorable and comforting experiences
* Emotional intelligence
* Proper grooming standards
* Strong multitasking and organizational skills
* Friendly and warm personality with good communication skills
* Keeping up to date with spa trends
* Creating an example of themselves with excellence.
* Proactive, Team Player, Problem Solver
* Passionate about hospitality and customer service driven
* Must have a professional appearance and good hygiene
* Respect for all co-workers and guests
* Pride in your work by creating positive energy, excitement, and fun
* Demonstrate positive behaviors, smiling, being polite and courteous
Experience and Education Required
* High School Degree and/or GED required.
* Prior club, hotel, spa, and hospitality experience desired.
* The prior front desk is highly desirable, including working with a computerized point of sale and/or reservations system.
* Two to three years related experience and/or training, or equivalent combination of education and experience.
Skills Required
* Reading, writing, and oral proficiency in the English language.
* Must be willing to work a flexible schedule to accommodate the Spa's needs.
* Must be self-motivated.
* Must be able to work efficiently under pressure.
* Must work in a safe, prudent, and organized manner.
* Must have mathematical skills and a technical aptitude.
* Knowledge of the club/hotel and/or spa industry.
* Must have basic knowledge of computer programs including Microsoft Excel, Word, & Internet applications.
* Must have a commitment to follow all policies and procedures as they relate to the Spa and Club.
* Must be able to relate to all levels of management and colleagues.
* Must have excellent interpersonal and communication skills.
* Must be open to learning about treatments and concepts that derive from other cultures.
* Must be professional, energetic, enthusiastic, cooperative, and always have a friendly disposition.
* Must be punctual and reliable.
* Have an aptitude to work in a very busy environment including phones, clients, and staff as needed.
* Must be willing to attend all mandatory training to further spa skills.
* Consistent attention to detail in delivering the Fisher Island experience.
* Ability to multi-task and maintain grace while under pressure.
* Must have knowledge of spa services and products offered.
* Juggle and balance the needs of the organization.
* Consistently strive for a higher level of achievement both personally and professionally.
* The ability to upsell services, recommend products and assure member/guest satisfaction.
* Must be willing to be proactive, take initiative, and be held accountable when dealing with members/guests.
* Must be comfortable with accounting documentation at the close of shift and be held accountable.
Licenses or Certifications
No licenses or certifications are required.
Working Conditions:
* Work is performed inside most of the time, and will require some outdoor activity
* Ability to work odd hours and on weekends and holidays
* Ability to work under pressure and handle stress
READY TO JOIN OUR TEAM?
We understand your time is valuable, and that is why we have a very quick and easy application process. If you feel that you would be right for this job, please fill out our initial 3-minute, mobile-friendly application. We look forward to meeting you!
Equal Employment Opportunity - Drug-Free Workplace