Snoqualmie Casino & Hotel - Spa & Wellness Concierge

Pay Rate: $23.67/hr. - $24.85/hr. (depending on experience)

Shift: Varies

Type: Part Time

A FULL HOUSE OF TOTAL REWARDS

• Competitive Pay: Starting salary range of $23.67/hr. - $24.85/hr., depending on experience, with opportunities for annual performance-based increases.
• Full Coverage (for full-time employees): 100% employer-paid medical, dental, vision, and prescription coverage, plus competitive family rates starting after 60 days, with additional benefits such as 401(k), employer-paid life insurance, and long-term disability.
• Generous PTO: Accrue 21 days of PTO in your first year, growing to 33 days after five (5) years, with an option to cash out twice annually.
• Everyday Perks: Free meals, parking, paid breaks, 40c/gallon gas discount, and exciting giveaways like concert and sports tickets.
• Growth & Support: Access to tuition reimbursement, certification programs, and Employee Assistance Program.

PURPOSE

The Spa & Wellness Concierge serves as the first impression of Moonrise Spa at Snoqualmie Casino & Hotel, welcoming guests with genuine hospitality while managing the flow of appointments and providing expert knowledge of spa services. This role is essential in cultivating a serene and luxurious guest experience from arrival to departure. With an unwavering commitment to service excellence, the Spa Concierge ensures every guest feels valued, cared for, and fully immersed in a world-class wellness environment.

SUPERVISORY SCOPE

• None

ESSENTIAL DUTIES / RESPONSIBILITIES

• Guest Reception & Experience: Warmly welcome each guest with a polished and professional demeanor, creating a relaxing and refined arrival experience. Assist guests with check-in, escorting them through the spa as needed while offering personalized attention.
• Appointment Coordination: Manage all spa reservations with precision using the designated scheduling system; confirm, modify, and organize appointments to optimize therapist availability and ensure timely service flow. Maintain awareness of spa occupancy, timing, and daily schedule to assist in smooth operational transitions.
• Service Expertise & Promotion: Provide detailed information on treatments, products, amenities, and current spa promotions to guide guests in choosing services aligned with their preferences. Actively promote upgrades, add-on treatments, and retail offerings in a manner that enhances the guest experience without pressure.
• Communication & Collaboration: Serve as a key liaison between guests, service providers, and spa leadership to ensure seamless communication and timely execution of guest requests. Relay special guest requests or preferences discreetly and efficiently.
• Environment & Ambiance: Maintain a pristine, well-organized, and tranquil spa reception and relaxation space. Assist in the upkeep of treatment rooms when necessary, adhering to cleanliness and presentation standards.
• Guest Recovery & Feedback: Respond promptly and graciously to guest concerns, demonstrating empathy, professionalism, and discretion to resolve issues to the guest’s satisfaction. Proactively anticipate guest needs and personalize interactions based on observed cues or known preferences.
• Pool, Hot Tub & Fitness Facility Assistance: Field guest inquiries and feedback related to the pool, hot tub, and fitness facility. Provide helpful information, assist with any concerns, and ensure that guests have a positive and enjoyable experience in these areas.
• Retail Inventory Management: Oversee retail inventory, ensuring products are properly stocked and ordered to meet guest demand. Monitor inventory levels, place orders as needed, and ensure accurate product records for efficient operations.
• Additional Duties: Assist with inventory, administrative tasks, and other duties as assigned by Spa Management to support overall operations.

Education and Experience:

• One (1) year of guest-facing customer service experience.

Skills and Abilities:

• Customer Service: Strong customer service skills with a focus on creating a positive guest experience.
• Attention to Detail: High attention to detail to maintain cleanliness and organization.
• Communication: Excellent interpersonal and communication skills.
• Teamwork: Ability to work well within a team and support fellow team members.
• Multitasking: Capable of handling multiple tasks and priorities simultaneously.

PREFERRED

Education and Experience:

• Experience with spa management software and/or booking systems.
• Previous experience in a Forbes-rate spa, AAA Diamond property or a luxury hospitality setting.