Spa Lead Concierge - Regent Santa Monica Beach

About Us:

Poised along a coveted coastline overlooking the Pacific Ocean, the resort celebrates the allure of unexpected harmony through contrasts, delivering inspired stays with a seamless blend of timeless elegance and modern luxury. Regent Santa Monica Beach is home to four dining destinations, each offering unique epicurean discoveries. Orla and Orla Bar by James Beard Award-winning chef Michael Mina brings the peerless charm and boundless flavor of the Mediterranean to Southern California, while the poolside Azure Bar presents elevated poolside dining and creative cocktails. Sweet July Café debuts in collaboration with Ayesha Curry with exclusive menu items and a curated selection of beloved coffee and tea beverages. The beachfront oasis also boasts a 10,000 square feet Guerlain Wellness spa, outdoor pool (Azure Pool), The Regent Boutique, and state-of-the-art Fitness Center. The opening of Regent Santa Monica Beach marks a historic return of the brand to Los Angeles and represents the Americas flagship. For more information visit RegentSantaMonicaBeach.com. 

Job Summary:

The Lead Spa Concierge is responsible for leading the concierge team in providing guests with comprehensive and professional guidance regarding spa procedures and services, as well as booking all spa treatments, retail sales, and checking in and checking out all guests in a professional manner.  The Lead Spa Concierge will also manage schedule for the desk and spa attendant teams, perform monthly inventory counts, assist with retail orders and act as manager on duty as needed.  Must have excellent communication skills, problem-solving skills and maintain a high level of customer service standards.  Must have the ability to communicate with others, while maintaining the highest level of professionalism at all times. 

A little bit about your day:

Reporting to the Director of Spa, every day is different, but you will mostly:

• Promote Regent’s service philosophy and style through our people attributes. 
• Understand and adhere to Regent Spa policies and procedures.
• Welcome guests warmly and provide detailed descriptions of spa products and services.
• Accurately book spa and salon appointments and upsell products.
• Demonstrate professionalism and sensitivity to guest needs.
• Offer spa facility tours as needed and cooperate with guests and coworkers.
• Uphold guest service standards, including Forbes Five-Star Standards.
• Report guest challenges to the Spa Manager on Duty.
• Ensure safety, sanitation, and use of required PPE.
• Make decisions in line with general policies and procedures.
• Knowledgeable in all spa and salon treatments, adept at explaining them to guests.
• Sales-driven with a focus on customer service, adept at making recommendations and selling products and services.
• Perform all opening and closing duties.
• Manage spa concierge and spa attendant schedule on a weekly basis.
• Perform monthly inventory to assist with ordering retail products.
• Act as manager on duty in the absence of the Spa Director and Assistant Director of Spa.
• Train spa concierge team on spa and Regent Santa Monica policies as well as Forbes Standards of Service and practice accountability when needed.
• Manage daily bookings to ensure that all information has been collected prior to guest arrival and balancing of scheduled services.
• Manage additional provider needs on a weekly basis.

What We need from you:

• Minimum 1-3 years of customer service experience, spa, hospitality, and/or retail.
• Must have at least 1 year of luxury retail experience.
• High School diploma or equivalent required.
• Ability to maintain professionalism in a fast-paced environment.
• Passion for customer service, hospitality, and related fields.
• Maintain a polished appearance, adhering to grooming standards.
• Able to stand for extended periods.
• Strong command of written and verbal English, with excellent organizational skills.
• Flexible schedule including days, nights, holidays, and weekends.
• Proficient in Microsoft Office; experience with Booker, Book4Time, or Spa Soft preferred.

What you can expect from us: 

The hourly pay range for this role is $34.00 to $36.00. This range is only applicable for jobs to be performed at Regent Santa Monica Beach. 

We offer a comprehensive package of benefits including paid time-off, wellness and sick time, medical/dental/vision insurance, 401k plan, complimentary parking, employee cafeteria meals, and many other benefits to eligible colleagues. Hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people. Most importantly, we'll give you the room to be yourself.

IHG is an equal opportunity employer: Minorities / Females / Veterans / Disabled.