What are the responsibilities and job description for the LEAD SPA AND WELLNESS position at Fisher Island Club?
Job Description
Job Description
Position : Lead Spa and Wellness Concierge Reports to : Spa Director
Department : Spa FLSA : Non-Exempt
Job Summary : Updated : 2024
Under the guidance of the Spa & Wellness Director and within the limits of the Fisher Island Club Policies, to ensure that all operational procedures, codes of conduct and standards of appearance, established by the Spa & Wellness Director, are adhered to by all staff.
The Lead Spa & Wellness Concierge’s primary responsibility is to create a customer service oriented environment. Duties include retail sales and inventory control, spa service scheduling and support, cash drawer maintenance, administrative tasks. The Lead Spa & Wellness Concierge will also participate in promotional programs and marketing initiatives and will be the main contact for our members.
DUTIES AND RESPONSIBILITIES
Operations
- To ensure that a high standard of service is maintained throughout the Spa & Wellness.
- To follow all Spa and Wellness standards and operating procedures.
- Read notes for every appointment and assure that no mistakes have been made. Also assure that appointments are in correct sequence. Maximize revenue by therapist availability.
- To have thorough knowledge about Spa & Wellness Memberships as well as commencing tours and actively promote Spa & Wellness Memberships to new and existing guest.
- To manage all administration linked to membership including recording leads, recording activity, sign up paperwork and any further administration for the members.
- To work with the Spa & Wellness Director / Sales and Marketing team to manage activity to drive membership sales and generate leads. To follow up on all leads, meet and greet potential members and to carry out tours of the facilities where required.
- To put together and present each new member with their welcome pack. To support the members with ongoing requirements related to their membership package.
- To be the main contact person for members.
- Continually monitor equipment usage and attendance of guests in all health, fitness and wellness activities and programs.
- Review and follow up accordingly with equipment maintenance contracts.
- Will perform as a professional, with a friendly business attitude and conduct all duties and responsibilities as required by the position, or assigned by a Manager.
- To assist in the smooth flow of the guests journey and therapist schedule throughout the day, if needed.
- To work as a team liaising with the MOD of the day and fellow colleagues.
- Make sure the MOD Log is continually updated during shift and action any outstanding issues.
- To have a thorough understanding of Spa Soft reservations system.
- To organize appointment scheduling to maximize use of time and profitability whilst ensuring that the guests needs are of first importance.
- To have the ability to courteously interact and answer all Spa & Wellness and club related questions with guests.
- To cover receptionist duties as and when required.
- To have a thorough understanding of all retail sales items sold in the Spa and treatments and packages offered in the Spa.
- To reply to daily e-mails regarding Spa & Wellness bookings, meetings, groups, and VIP’s guests.
- To assist with all daily reception duties, if needed, and as trained by Spa Reception and Reservations Manager.
- To carry out maintenance checks and do daily walk around to ensure the Spa & Wellness is fully operational and has all standards and procedures in place.
- To deal with dissatisfied or disgruntled guests. Resolve any spa complaints and communicate details to MOD.
- To create and review SOP’s as assigned by Spa & Wellness Operations Manager and make sure they are followed at all times.
- To keep the working area clean and neat at all times.
- To work through your allocated roles and responsibilities making sure deadlines are met and work is carried out to a high standard.
- Attend to all administrative duties as directed by Spa & Wellness Director / Spa & Wellness Operations Manager
- Ensure filing systems are maintained in good order and stationary folders are up to date at all times.
- To show a professional attitude at all times, particularly with regards to punctuality, grooming standards and general manner.
Training
Finances
Engineering
Meetings / Trainings
MOD Shifts
Inventory
Sales & Marketing
HEALTH AND SAFETY
Personal
Self Development
Is personally committed to and actively works to continuously improve him / herself; understands that different situations and levels may call for different skills and approaches; works to deploy strengths; works on compensating for weaknesses and limits. Picks up on the need to change personal, interpersonal, and managerial behavior and seeks feedback.
Ethics and Values & Integrity
Adheres to an appropriate (for the setting) and effective set of core values and beliefs during both good and bad times; acts in line with those values; rewards the right values and disapproves of others; practices what he / she preaches. Is widely trusted; is seen as a direct, truthful individual; keeps confidences; admits mistakes and flaws.
Humility
Can get things done quietly without unnecessary noise; quickly admits flaws and mistakes; is careful to make others comfortable; is authentic; helps others save face in difficult situations; maximizes the contribution of all; encourages the expression of viewpoints from all concerned; is modest and self-effacing; respects the views of others.
Composure
Is cool under pressure; does not become defensive or irritated when under pressure or when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis.
This description is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances (changes in personnel, workload, rush jobs, emergencies, or technological developments) change.
