Spa Concierge
Spa ConciergeThe 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 ResponsibilitiesGuest 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/modify 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 & CompetenciesGuest-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 RequirementsAbility 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 LikeGuests 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 OpportunityZermatt 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.