Lead Concierge

Essential Job Functions:

• Initiate and engage in conversations in a professional and friendly manner. 
• Hold the Guest Service staff accountable for the Spa/Salon SOP standards of cleanliness and service. 
• Ensures confidentiality with respect to guest and employee information. 
• Oversees Spa Attendant, Spa Concierges employee relations, training, product levels, service standards and linen running for both male and female spa facilities. 
• Provides excellent guest experience, answering telephones, checking in guests, making reservations, providing tours and maintaining daily cleanliness of facility during operating hours. 
• Assists managers in creating schedules to ensure appropriate staffing levels according to business volumes; i.e. special events, holidays, weekends, groups, etc. 
• Is a role model for treatment enhancements and product recommendations. 
• Performs and sets up all non-treatment provider experiences including but not limited to experience bar and bath services. 
• Is a liaison for retail team members and supports in training, education, and upholds SOP service standards with them. 
• Conducts onboarding training with new team members including product and treatment knowledge training programs. 
• Supports performance review input. 
• Resolve and document problems, provide open communication. 
• Support coordination of the activities of team members. Provide information and assist employees and foster good employee relations. 
• Supervise maintenance and sanitation standard of responsible area including but not limited to gym, lounge areas, rotundas, Salon, retail space, locker rooms, closets, storage, offices, and break room areas. 
• Liaison between guest service team members and management team to ensure proper communication amongst all team members. Acts as a resource between employees and spa/salon manager to resolve work related conflicts.   
• Reviews and determines appropriate resolution ensuring policy and procedures are consistently followed. 
• Handles guests with problems prior to a supervisor intervention 
• Maintain knowledge and understanding of treatments/physiological effects/contraindications. 
• Maintain spa facility by performing necessary housekeeping duties (picking up towels, cups, shower & bathroom area, vanity area and all surrounding areas). 
• Uphold spa decor by maintaining the set-up and cleanliness of the guest spaces and break room areas. 
• Handles guest requests and questions in a calm, professional, and courteous manner. Comfortable around guests in a state of undress. 
• Ensures guests services are started on time and end on time. 
• Ensures all guest checks are closed out in an efficient and accurate manner. 
• Ensures team members are on time for their day, their guests, and in their appropriate room/station at all times. 
• Communicate and describe in an articulate manner the spa & salon offerings and their benefits. 
• Provides management team with inventory support for linens and operational products. 
• Maintain an understanding of the spa industry and spa philosophy (balance, relaxation, unity, beauty and a healthy lifestyle) 
• Understand that as a representative of the Spa & Salon they will maintain a healthy, fit appearance and a positive attitude. 
• Maintain a clean, safe, stocked and well organized work area 
• Assist in all areas of the spa and salon operation as directed by management 
• Perform other tasks as assigned by Manager or Supervisor. 

Qualifications:

 Previous Spa experience Recommended (1-2 year minimum)  

• Must be able to read, write and interpret inventory, purchasing, hospitality related terminology, Spa related terminology including the various treatment modalities, equipment, and products. 
• High school diploma or equivalent  
• Excellent, reading writing and oral proficiency in the English language  
• An energetic, forward thinking and creative individual with high ethical standards and an appropriate professional image. 
• Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business. 

Physical, Mental And Environmental Demands:

 Must be able to stoop, bend and reach. 

• Constant public contact in fast paced, friendly and professional environment. 
• Must be able to listen and respond to visual and aural cues. 
• Moving workout equipment, large boxes or carts of supplies 

I understand the Casino and its surrounding areas are under constant surveillance, and that as an employee of Caesars Virginia, I will be under that surveillance. I also acknowledge that I have had my photograph taken and understand it will be kept on file with Caesars Virginia Surveillance Department.