Fisher Island Club
  • Spa
  • Miami Beach, FL, USA
  • Hourly
  • Full Time

Spa Concierge

Date Revised:



Spa & Fitness

FLSA Status:


Reports to:

Director of Spa & Fitness

Position Summary

The Spa and Salon Front Desks are the main information centers for the department. The Spa Concierge assumes all the responsibilities that come with these areas. This position creates a member/guest's first and last impression of the Spa. A Spa Concierge handles each guest/member request for Spa, Fitness, Salon and Retail services. His/Her primary function is to ensure that all member/guests are greeted, personally checked in and out of the Spa courteously, efficiently, and accurately. This position is also responsible for scheduling services via the appointment booking system; answering and routing phone calls, selling merchandise, and point of sale settlements.

In accordance with Fisher Island Club's philosophy, all team members work together sharing in a common goal of a successful and innovative club. Team members are to demonstrate integrity, fairness, and honesty. These are our core values that we will live by in our daily interaction with all our external and internal members, guests, and customers.

Nature and Scope:

  • The incumbent reports directly to the Assistant Spa Director. The major trust of the position is to create a warm and professional welcome and ensuring that members/guests feel comfortable with their visit to the Spa.

Duties and Responsibilities:

  • Support club's philosophy and culture daily to ensure member/guest satisfaction.
  • Ensure that a high standard of service is maintained throughout the spa, as detailed in Club and Department standard operating procedures, as well as the Forbes and Leading Hotels of the World standards.
  • Assist in the operations of the entire spa department as required:
    • Front Desk
    • Spa Retail Area
    • Relaxation & Locker Areas
    • Prep Area
    • Fitness areas
    • Treatment Rooms
    • Salon
  • Represent the first impression, ensuring a warm and friendly welcome and check in experience to all member/guests always, confirming membership status and good standing. Use the member/guest name appropriately and communicate it to colleagues and managers so that they can use it as well.
  • Assist in the smooth flow of the member/guest's journey throughout the visit.
  • Give guided tours of the Spa when needed and offer return member/guest's proper recognition. Aim to give member/guests the best possible service and make each member/guest feel important. The interest of each member/guest is of paramount importance.
  • Provide members/guests with information regarding the Spa's facilities, programs, and services. Guide member/guest through the booking process offering a personalized experience and customized recommendations by sharing knowledge of spa services.
  • Schedule services using the appointment booking system following all booking operating procedures. Organize appointment scheduling to maximize use of time and profitability whilst ensuring that the member/guests' needs are of first importance. Proactively record guest preferences and anticipate needs, helping with any reservation even if it does not pertain to the Spa. Communicate other necessary guest information with colleagues (i.e.: Birthdays, Anniversaries, Special requests.)
  • Inform Management of member/guest grievances. Handle member/guest complaints in accordance with our member/guest resolution policy. Take ownership and provide satisfaction and assurance to them that you will bring the issue to Management. If Management is unavailable, address problems in a courteous manner.
  • Assist guests in the Retail and ring up sales. Ensure that the reception and retail area is always tidy, clean, and fully always stocked.
  • Process all vouchers including training and classes as well as spa services through the spa software.
  • Check member/guests out of the Spa ensuring services have been accurately settled.
  • Answer/address all correspondence in a timely manner, including emails and voicemails. Handle member/guest comments and concerns in a timely and appropriate manner, consulting a member of the leadership team when necessary and following an appropriate and expected handover to coworkers when tasks are not completed.
  • Monitor and change music on master sound system as it pertains to the spa areas.
  • Run daily usage reports off the appointment booking software and submit to Supervisor via daily reports.
  • Assist Therapists in room assignments.
  • Report any dysfunctional equipment to Spa MOD.
  • Maintain inventory of supplies for the operations of the spa reception as per the inventory calendar.
  • Attend daily, weekly, and monthly spa meetings as well as all training courses deemed necessary/mandatory.
  • Will be expected to assist various demonstrations, events, and trainings.
  • At the close of your shift, inform the next shift of any pertinent information relative to operations and Members services.
  • If you are the closing shift, complete all closing shift duties.
  • If you are the opening shift, complete all opening shift duties.
  • Maintain a high standard of appearance and personal hygiene in accordance with the employee handbook and spa specific grooming guidelines. Make sure uniform is immaculate. Appearance should be professional with minimal jewelry, conservative hair and nail style and nametag is worn.
  • During your employment other positions, duties and responsibilities may be assigned to you from time to time.
  • Always demonstrate a professional attitude, particularly regarding punctuality, appearance, and general manner.
  • Prepare gift certificates and gift packaging.

Success Criteria

A successful candidate for this position should excel at:

  • Creating memorable and comforting experiences
  • Emotional intelligence
  • Proper grooming standards
  • Strong multitasking and organizational skills
  • Friendly and warm personality with good communication skills
  • Keeping up to date with spa trends
  • Creating an example of themselves with excellence.
  • Proactive, Team Player, Problem Solver
  • Passionate about hospitality and customer service driven
  • Must have a professional appearance and good hygiene
  • Respect for all co-workers and guests
  • Pride in your work by creating positive energy, excitement, and fun
  • Demonstrate positive behaviors, smiling, being polite and courteous

Experience and Education Required

  • High School Degree and/or GED required.
  • Prior club, hotel, spa, hospitality experience desired.
  • Prior front desk is highly desirable, including working with a computerized point of sale and/or reservations system.
  • Two to three years related experience and/or training, or equivalent combination of education and experience.

Skills Required

  • Reading, writing, and oral proficiency in the English language.
  • Must be willing to work a flexible schedule to accommodate the Spa's needs.
  • Must be self-motivated.
  • Must be able to work efficiently under pressure.
  • Must work in a safe, prudent, and organized manner.
  • Must have mathematical skills, and a technical aptitude.
  • Knowledge of club/hotel and/or spa industry.
  • Must have basic knowledge of computer programs including Microsoft Excel, Word, & Internet applications.
  • Must have a commitment to follow all policies and procedures as they relate to the Spa and Club.
  • Must be able to relate to all levels of management and colleagues.
  • Must have excellent interpersonal and communication skills.
  • Must be open to learning about treatments and concepts that derive from other cultures.
  • Must be professional, energetic, enthusiastic, co-operative, and always have a friendly disposition.
  • Must be punctual and reliable.
  • Have an aptitude to work in a very busy environment including phones, clients and staff as needed.
  • Must be willing to attend all mandatory trainings to further spa skills.
  • Consistent attention to detail in delivering Fisher Island experience.
  • Ability to multi-task and maintain grace while under pressure.
  • Must have knowledge of spa services and products offered.
  • Juggle and balance needs of the organization.
  • Consistently strive for a higher level of achievement both personally and professionally.
  • The ability to up sell services, recommend products, and assure member/guest satisfaction.
  • Must be willing to be proactive, take initiative and be held accountable when dealing with member/guests.
  • Must be comfortable accounting documentation at the close of shift and be held accountable.

Licenses or Certifications

No licenses or certifications required.

Working Conditions:

  • Work is performed inside most of the time, will require some outdoor activity
  • Ability to work odd hours and on weekends and holidays
  • Ability to work under pressure and handle stress

Equal Employment Opportunity/Drug Free Workplace.

Fisher Island Club
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