Guest Services Concierge [Spa and Resort]

Shou Sugi Ban House

Guest Services Host 

Shou Sugi Ban House is a globally acclaimed and award-winning destination spa and

wellness center, catering to an exclusive and discerning clientele. Opened in 2019, Shou Sugi Ban House is the first and only comprehensive wellness program in the Hamptons, spanning over five acres in Water Mill, just 90 miles outside of New York City. Our team believes in the pursuit of integrative wellness, holistic living, nutrition, fitness, meditation, self-care, and sustainability.

Shou Sugi Ban House has recently expanded operations beyond the original 13-room luxury wellness retreat and spa to include a new Spa Annex, doubling the number of Shou Sugi Ban Spa’s treatment rooms to ten.

Guest Services Host 

At Shou Sugi Ban House, we strive to deliver a holistic and transformative wellness experience. As a Host, you will be the first point of contact for our guests, providing personalized service and ensuring that their experience is seamless, luxurious, and stress-free. You will work in two primary areas: the Spa and the Main Barn, each offering a unique environment for guest interaction. Your role will require excellent organizational skills, attention to detail, and the ability to anticipate guest needs while maintaining a serene and welcoming atmosphere.

• Guest Reception and Service
• Greet all incoming guests warmly and ensure their comfort upon arrival.
• Provide guests with their retreat schedule, answer questions, and offer personalized recommendations based on their preferences.
• Assist with guest check-in/check-out procedures, ensuring smooth transitions and accurate payment processing.
• Maintain a strong knowledge of available offerings, including spa treatments, wellness activities, dining options, and local attractions, to assist guests with booking additional services.
• Ensure all common areas (including the Main Barn and retail spaces) are tidy, welcoming, and stocked with necessary supplies.
• Facility Maintenance and Ambiance
• Monitor the lighting, music, and temperature throughout the Main Barn to create a soothing and serene atmosphere.
• Ensure that all spaces are consistently clean and organized, including the Main Barn, Retail Area, Meditation Hall and Healing Arts Barn
• Maintain the Refreshment Station ensuring it is stocked with necessary beverages, snacks, and accessories, and set up the Refreshment Station according to daily schedules.
• Ensure that meal services are aligned with the culinary schedule, communicating guest movements and dietary needs with the culinary team.
• Program Coordination
• Assist in coordinating guest transportation needs, both on and off-property.
• Work with the wellness and culinary teams to ensure smooth execution of scheduled events, workshops, and classes.
• Monitor guest schedules throughout the day, ensuring that all services (e.g., meals, classes, treatments) are delivered on time and in accordance with guest preferences.
• Assist with setting up workshops, ensuring the correct number of props, and facilitating coordination with workshop instructors.

When in the Spa, you will ensure that the spa facility maintains its exceptional level of cleanliness, organization, and guest comfort. Your duties will encompass everything from ensuring hygiene supplies are fully stocked to assisting guests during their hydrotherapy and treatment transitions.

• Morning Shift Duties
• Ensure that the locker rooms, thermal suite, plunge pool patio, roof deck, and spa lounge are clean, organized, and fully stocked with necessary supplies (e.g., robes, slippers, toiletries, towels).
• Prepare guest lockers with robes and sandals
• Check that all shower products are full or at least ¾ full, and ensure that toilet paper and hygiene supplies are replenished.
• Refresh the towel supplies in the Thermal Suite, Plunge Pool area, and Watsu Pool with fresh (white) towels; ensure fresh towels are available on the Patio and Roof Deck.
• Refill water stations and cups in the spa lounge and outdoor jugs.
• Review the schedule of treatments for the day and ensure all practitioners are in the correct room assignments.
• Turn on the spa music
• Turn the fireplace on low during the appropriate seasons
• During Shift Duties
• Monitor the cleanliness and orderliness of locker rooms, lounge, thermal suite, plunge pool patio, and roof deck.
• Replenish towels, robes, and slippers as needed, removing soiled items and restocking with fresh ones after guest departures.
• Replenish snacks and water stations as needed, ensuring a constant supply for guests.
• Escort guests from one treatment to the next, or to hydrotherapy, lunch, or healing arts services, as necessary.
• Provide assistance with laundry tasks, including transporting laundry to the basement as needed
• Help maintain the cleanliness of the mini kitchen/tea area, washing dishes as needed.
• Be available to sit at the Main Barn desk if needed, especially when Main Barn Personnel are on break.
• Escort guests to annex locations (e.g., Inn,, HAB) when required.
• Prep snacks when needed
• Restock any necessary retail products that sold
• Adjust the lighting in the spa so it is comfortable and not too bright
• Evening Shift Duties
• Turn off the fireplace
• Double check all hot towel cabinets and stone warmers are turned off in the main spa and lower level spa treatment rooms
• Ensure locker rooms are clean, and no personal items are left behind.
• Restock locker room supplies for the following day.
• Collect all towels, cups, and other items from outdoor areas and bring them indoors.
• Ensure all laundry is taken care of and sent to the basement for cleaning.
• Be sure all Spa, Healing Arts, or Wellness activities are properly checked out of Book4Time.
• Confirm with Main Barn Personnel, the Manager on Duty, or therapists if there are any additional tasks you can assist with before the end of your shift.

• Guest Interaction and Service
• Maintain a calm, positive, and professional demeanor at all times, ensuring a peaceful and relaxing atmosphere for all guests.
• Proactively anticipate guest needs, responding promptly and efficiently to any requests or concerns.
• Assist guests with information about local attractions, services, and amenities, providing suggestions based on their preferences and interests.
• Maintain confidentiality of guest information and ensure that all privacy and wellness standards are adhered to.
• Team Collaboration
• Work closely with the Reservations Team, Wellness Coordinators, Culinary Team, and Spa Therapists to ensure all guest needs are met and their experience is personalized.
• Communicate effectively with other team members regarding any schedule changes, guest preferences, or requests.
• Operational Excellence
• Keep work areas clean, organized, and stocked at all times, taking initiative to ensure high standards of presentation and function.
• Be aware of health and safety regulations, ensuring that all guest-facing areas comply with cleanliness and hygiene standards.

• Previous experience in luxury hospitality, wellness, or spa services is preferred.
• Strong communication and interpersonal skills, with an emphasis on creating positive guest experiences.
• Ability to anticipate and respond to guest needs with professionalism, tact, and efficiency.
• Organized and detail-oriented with the ability to manage multiple tasks and responsibilities.
• Excellent problem-solving skills, with the ability to handle guest concerns discreetly and effectively.
• Passionate about wellness, health, and luxury hospitality.
• Ability to maintain a calm and composed demeanor even during high-stress situations.
• Knowledge of spa and wellness treatments is a plus.
• Flexibility in scheduling, with the ability to work both morning and evening shifts.

• Ability to stand for extended periods and walk long distances.
• Ability to lift and carry light loads (up to 15 lbs).
• Comfortable working in both indoor and outdoor environments, and adaptable to seasonal changes in temperature.

Benefits:

• Competitive salary and comprehensive benefits package commensurate with experience
• Opportunities for professional development and career advancement.
• A supportive and engaging work environment within a premier luxury resort.
• Wellness programs, generous discounts on SSBH experiences and services
• Paid time off and select holidays, as well as sick time

At SSBH we are committed to providing our guests with a sanctuary where they can relax, recharge, and rejuvenate. As a Guest Services Host, you will be at the heart of delivering a flawless experience, making every guest feel special and cared for.