Holbrook

J0B TITLE
Concierge
REPORTS TO
Spa Director, Salon Director
PURPOSE/SUMMARY
The Holbrook Center for Healthy Living Concierge is an ambassador of personalized experiences, responsible for greeting clients, managing appointments using spa software, providing detailed information on services and amenities, and handling inquiries with exceptional customer service. They ensure a seamless and memorable visit by managing the spa environment, assisting with product sales, processing payments, and serving as a brand ambassador to uphold the spa's luxury standards, all while maintaining a calm, professional, and detail-oriented demeanor.
Your role will be to ensure that the Holbrook Hospitality standards are delivered courteously every day. This level of hospitality is the foundation of The Spa at Holbrook and is what inspires us daily to raise the bar of service delivery.
Represents the know-how, attention to detail and elegance of The Spa at Holbrook. Creates a five-star hospitality experience that reflects Holbrook's philosophy of Luxury, Hospitality, and Wonder.
DUTIES AND RESPONSIBLITIES

• Luxury Client Relations:

o Deliver anticipatory service - predict needs before being asked.
o Follow Holbrook's Three Steps of Service: Greeting, Anticipation, and Fond Farewell.
o Warmly greet clients, offer a personalized welcome, and ensure their overall comfort and satisfaction throughout their visit starting at the Holbrook Center for Healthy Living's Concierge desk.
o Answers phone calls and inquiries for all profit centers within the HCHL.
o Adhere to all CHL standards and community specific standards.
o Have a thorough knowledge of HCHL services, hours of operation, amenities, etc. and be able to communicate with them in a clear and enthusiastic manner.
o Offer additional services that will elevate the client's visit.

• Appointment Management:

o Book, confirm, and manage spa treatments, salon, wellness, and fitness services using Mangomint software, and update schedules for last-minute changes or issues.

• Information & Sales:

o Provide detailed information about spa treatments, packages, services, promotions, memberships, and products, and promote them to clients.
o Recognize the importance of "sales" in every aspect of the role and be responsible for achieving sales targets set by the management team.
o Recommend and upsell retail items, gift cards, services, packages, and memberships throughout the clients' experience.

• Operational Support:

o Maintain a pristine and organized Holbrook Center for Healthy Living, salon, and spa environment, assist with laundry and cleaning duties, and ensure the overall smooth operation of the spa. No food or drinks on the Concierge desk.
o Notifies service provider of clients' arrival when appropriate.
o Offer beverages, refreshments, and build rapport with clients who are in the waiting area. Maintain refreshment facilities throughout the day.
o Attend meetings/trainings as required by management.
o Perform other duties as requested by management.

• Administrative Tasks:

o Answer phones and emails, handle inquiries about pricing and availability, and process client payments accurately.
o Promote and recommend all Membership programs.
o Utilize all downtime or non-client facing time to drive alternate revenue streams.
o Knowledge of all emergency procedures and the ability to assist and/or respond accordingly.
o Report and document any observed or known safety hazards, conditions, or unsafe practices and procedures to management immediately.
o Follow-up with the specific CHL Director on all comments, concerns, and suggestions made by clients.

• Brand Ambassadorship:

o Serve as a Holbrook brand ambassador, upholding the salon's luxury standards, ensuring the correct ambiance, and embodying the company's values. Timeliness is of the utmost importance to embodying the Holbrook Hospitality brand and it is essential that the schedule is consistently adhered to support the effective delivery of luxury client experience.
o Maintain high standards of personal grooming and appearance, which includes wearing the proper uniform and name tag when working.
• Health, Safety, and Sanitation
o Maintains a clean, safe, and polished environment that promotes client confidence.
o Follows OSHA and ADA safety guidelines.
o Protects client confidentiality under HIPAA and Holbrook privacy standards.
o Acts as initial point of coordination during client safety or medical events.

• Perform other related duties or assignments as required to support client experience, operational needs, or the success of The Spa at Holbrook.

SKILLS AND COMPETENCIES
• Exceptional Customer Service:
o A strong focus on exceeding standards and a commitment to providing legendary hospitality that creates trust and positive, long-term relationships with clients.
o Understand you are a part of a team committed to optimizing the overall well-being of the clients through collaboration.
o Using creativity to forecast and deliver what can be done to tailor make every experience extraordinary.
o Works well in a fast-paced environment, high pressure situations, and be able to maintain composure and objectivity under pressure.
o Strictly enforce the privacy and confidentiality of all client information.
o Able to address complaints and resolve client issues in the absence of CHL Directors.
• Communication Skills:
o Excellent verbal and written communication to interact effectively with clients and colleagues.
o Using tone, decibel, and style of communication representing a luxury environment and promotes trust with the clients.
• Attention to Detail:
o The ability to notice and remember small details that enhance the client experience.
o A keen eye on detail is necessary for maintaining accurate guest information and coordinating bookings.
• Organizational Skills:
o Proficiency in managing multiple tasks, handling scheduling, and maintaining organized records. Takes initiative.
o Demonstrate exceptional follow-up activities and ownership of tasks assigned with a strong attention to detail.
• Professionalism:
o Maintaining a clean and professional appearance, a calm demeanor, and upholding confidentiality.
o Consistent impeccable attendance and arrival times. Tardiness is non-negotiable.
o Personal accountability.
o Stress Management.
• Problem-Solving:
o The ability to exercise judgment and make decisions to meet client requests and company goals.
• At least 21 years of age or older.
• A high school diploma or equivalent and/or preferably at least 1-2 years' experience as a concierge or receptionist at a high-end hotel, spa, salon, or medical practice.
• Able to work holidays, weekends, mornings, and evenings as needed.
• Excellent customer service and hospitality skills.
• Has a practice of a self-care so there is a modeling of a healthy lifestyle.
• Strong communication skills (both verbal and written).
• Proficient in Windows software, social media, and copy, fax, and telephone equipment.
• Able to read, write, speak, and understand English.
• Possess strong organizational skills.
• Be able to operate with integrity always with patience, tact, enthusiasm, and positive attitude toward our clients.
Requirements
PHYSICAL DEMANDS OR REQUIREMENTS
• Frequent or occasional need to perform the following physical activities: reaching, bending, pushing, pulling, twisting, lifting, and climbing.
• Have frequent need to perform standing and walking activities related to inspecting environment.
• Constant need to perform the following physical activities: grasping, turning, finger dexterity.
• Frequently needs to stand for long periods of time.
• Lifting/carrying up to 10 lbs. frequently and 25 lbs. occasionally.
• Vision requirements: constant need to view small print. Frequent need to see small details and things clearly beyond arms' reach.
• Hearing requirements: constant need to speak on telephone and/or two-way radio, respond to general public and converse with staff. Ability to hear fire alarms and emergency equipment.