Wellness Concierge

Overview

The Wellness Concierge serves as the initial contact for guests visiting the Wellness & Spa area, ensuring an impeccable, customized, and unforgettable experience from booking to departure. This role oversees reception activities at the spa, coordinates appointments, promotes wellness programs, supports the fitness center, and drives retail sales, all while adhering to Rosewood's brand excellence, Forbes Five-Star standards, and LQA guidelines.

Key Responsibilities

• Provide outstanding guest service aligned with Rosewood brand, Forbes Five-Star, and LQA standards.
• Greet guests warmly and professionally, crafting a bespoke arrival and departure experience.
• Proactively anticipate guests' wellness needs with personalized recommendations tailored to their preferences and objectives.
• Handle guest inquiries, feedback, and service recoveries with empathy, confidence, and efficiency.
• Maintain guest confidentiality and manage all personal information with discretion.
• Ensure that the reception, retail boutique, fitness center, and waiting areas remain spotless, orderly, and visually appealing to luxury standards.
• Foster strong collaboration with all team members and departments.
• Communicate efficiently with therapists, fitness instructors, supervisors, and management to streamline daily activities.
• Promote spa retail products through knowledgeable consultations, educating guests on homecare routines and product benefits.
• Maintain retail merchandising standards, manage inventory levels, assist with stock replenishment and counts.
• Drive revenue by promoting spa treatments, wellness programs, fitness services, and retail products.
• Support achievement of departmental sales targets and ensure accurate billing, cashiering, and payment processing.
• Comply with all company policies, procedures, brand standards, and participate in ongoing training and development.
• Safeguard guest privacy, maintain professional grooming, and uphold a professional appearance.
• Assist in sustainability initiatives and environmental responsibility.
• Adhere to health and safety standards including HACCP and food safety protocols, reporting hazards and incidents promptly.
• Maintain flexibility to meet operational needs and support additional projects as required.

Confidentiality

This position involves access to sensitive information about the company, guests, associates, and operations, requiring absolute confidentiality and discretion at all times, ensuring no unauthorized disclosures.

Health & Safety

• Follow and promote safe work practices and compliance with health and safety regulations.
• Report any safety concerns or incidents immediately.
• Ensure that guest and associate environments remain safe and secure.

Additional Information

The role's responsibilities may evolve based on operational requirements, demanding adaptability and ownership of assigned duties.