Operations/Receptionist Administrator at Pennant Solutions in Richmond, VA

Job description

• Full-Time | $18/hour + Commission + Quarterly Bonus Opportunities
• A Luxury Guest Experience Spa Concierge is much more than someone working behind a front desk.
• Our Concierges are responsible for helping create a seamless experience from the moment a guest contacts us through the completion of their visit.
• During a typical shift, you may be welcoming an arriving guest, checking another guest out, answering the telephone, helping someone select the right service, coordinating schedules with service providers, preparing a bath or infrared sauna experience, escorting guests throughout the spa, assisting with laundry, and ensuring the spa remains immaculately clean, organized and beautifully presented throughout the day. Maintaining our environment is a shared team responsibility and includes the care and upkeep of guest areas, restrooms, back-of-house spaces, as well as assigned cleaning and closing duties.
• There will be times when several of these things happen at once.
• For the right person, that’s part of what makes this position rewarding.
• Our guests experience a calm, beautifully orchestrated environment because our team is actively working behind the scenes to create it. This is a hands-on position for someone who enjoys staying engaged, moving throughout their shift and contributing wherever needed.

Responsibilities

• Warmly welcome guests and create an exceptional experience from arrival through departure
• Check guests in and out efficiently and accurately
• Answer incoming calls and provide knowledgeable, gracious assistance
• Schedule appointments and help guests select services based on their individual needs and goals
• Match guests with the appropriate service providers whenever possible
• Escort guests throughout the spa and help them feel comfortable and cared for
• Explain spa experiences, services and amenities
• Anticipate guest needs and look for opportunities to make each visit exceptional
• Process payments, gift cards and other transactions accurately
• Assist with guest questions or concerns with professionalism, warmth and good judgment
• Communicate closely with massage therapists, estheticians, managers and fellow Concierges throughout the day
• Creating an exceptional luxury experience requires attention to what guests see and what happens behind the scenes.
• Prepare and reset therapeutic bath and infrared sauna experiences
• Escort and prepare guests for baths, saunas and other specialty experiences
• Assist with laundry throughout the day and maintain an appropriate supply of fresh linens
• Restock supplies and guest amenities
• Help maintain beautifully presented guest, treatment and common areas
• Support service providers and fellow team members as needed
• Help ensure the spa remains organized, clean and prepared throughout the day
• Step in wherever needed during busy periods to keep the guest experience running seamlessly
• Everyone on our team contributes to maintaining the environment our guests expect.
• Sales are an important part of the Spa Concierge position, but our approach is centered around education, relationships and genuine recommendations rather than high-pressure selling.
• As you become knowledgeable about our services, memberships and professional skincare offerings, you’ll help guests discover options that may enhance their experience and support their individual wellness or skincare goals.
• Become highly knowledgeable about our extensive menu of spa and wellness services
• Educate guests about membership options and recommend memberships when appropriate
• Learn our professional skincare offerings and confidently recommend products
• Help guests discover services and experiences that may complement their visits
• Work toward individual and team sales goals
• Build relationships with returning guests and members

Requirements

• Genuinely enjoy being busy and engaged throughout your shift
• Embody professionalism, confidence and poise in every interaction, reflecting the elevated standards of our brand
• Are warm, gracious and naturally comfortable interacting with people
• Take pride in providing exceptional hospitality and creating memorable guest experiences
• Have a strong sense of personal accountability and take ownership of your responsibilities, decisions and performance
• Hold yourself to a high standard without needing constant direction or oversight
• Follow through on commitments and can be counted on by your team
• Can confidently manage several priorities at once without becoming overwhelmed
• Notice what needs to be done and take initiative without waiting to be asked
• Have exceptional attention to detail and care about doing things correctly
• Are receptive to feedback and view it as an opportunity to learn and grow
• Remain calm, sophisticated and professional when things become busy or challenging
• Enjoy learning about products and services and making thoughtful recommendations to each guest
• Are comfortable working toward individual and team sales goals
• Enjoy being part of a collaborative environment where everyone contributes
• Are looking for a workplace where you can grow, contribute and become an important part of the team
• Previous spa experience is preferred but not required. We provide in depth training on our services, products and guest experience standards.
• While previous spa experience is preferable, we place even greater value on the qualities you bring to the role: a positive mindset, strong work ethic, personal accountability, genuine warmth, initiative, reliability, and a commitment to creating an exceptional experience for both our guests and your team.
• Candidates with backgrounds in hospitality, restaurants, hotels, luxury retail, salons, fitness studios, medical or dental offices, customer service and sales may be well suited for this position.

Skills

Required

• Professionalism
• Confidence
• Poise
• Warmth
• Graciousness
• Personal accountability
• Initiative
• Reliability
• Attention to detail
• Receptiveness to feedback
• Calm under pressure
• Teamwork

Benefits

• We believe in recognizing team members who contribute to both an exceptional guest experience and the continued success of the spa.
• $18/hour
• $10 commission for every spa membership sold
• Quarterly bonus opportunities based on sales performance
• Complimentary professional skincare products for achieving established quarterly sales goals
• Employee spa and product benefits
• Comprehensive training on our services, products and hospitality standards
• Continued professional development
• Opportunities for advancement within a growing company
• A beautiful, professional work environment alongside talented massage therapists, estheticians and hospitality professionals