Lead Spa Concierge

Simple. Inclusive. Natural. Social

Reports to: Spa Front Desk Manager  

Located on the Alyeska Resort grounds, each Nordic Spa experience is crafted to be as individual as our guests. Featuring an indoor-outdoor experience, we offer relaxation without rules where guests can come as they are to connect with nature, themselves and others. We are wellness redefined.  

View our Experience: https://vimeo.com/user83317660/workatalyeskanordicspa?share=copy   

Achieving Excellence Statement:  

As the Lead Spa Concierge, you are responsible for supporting and leading excellent guest service interactions among the Concierge team. Quality and Service are the Lead's top priority, while supporting the Concierge Supervisor, Spa Manager, and team. Leadership and commitment to wellness will inspire your team to deliver exceptional service. Lead Spa Concierge reports directly to Spa Manager. 

Key Focuses  

• Represent Alyeska Nordic Spa with the highest level of service excellence and be knowledgeable of facility, treatment, and retail offerings 

• Strictly enforce the privacy and confidentiality of all guest information 

• Direct and lead the day-to-day front of house operations, ensuring daily tasks are assigned and checklists are completed 

• Act as a Spa Concierge and lead the team when required to (filling in for shifts, staying later, quality checking, etc.) 

• Monitor and maintain the physical environment, always ensuring cleanliness and organization 

• Demonstrate pride in work by creating positive energy, teamwork, excitement, and fun 

• Meet the demands of a fast-paced environment through personal empowerment, using good judgment and the ability to multi-task 

• Demonstrate exceptional follow-up abilities and ownership of tasks assigned with a strong attention to detail 

• Manage any incidents that may occur on shift and if necessary, escalate to a manager or supervisor 

• Acknowledge all guests, anticipate their needs, and respond promptly 

• Effectively handle guest comments and feedback both in person and in writing, with an ability to identify and resolve any concerns 

• Communicate with all other departments within Alyeska Nordic Spa to ensure effective and efficient management of operations 

• Have complete understanding of and adhere to all company policies, procedures, and standards 

• Champion excellent guest interactions and act as an example for all Concierge members 

• Other duties as assigned 

Experience/Passions/Education 

• Leadership experience within the hospitality or spa industry preferred 

• Spa, Hospitality, Guest Service, and/or Retail Sales experience preferred 

• Must be highly self-motivated 

• Possess passion and natural inclination for Guest Service and Health and Wellness 

• Must have excellent communication skills both written and verbal 

• Must possess professional presentation 

• Must possess compassion for people 

• Must have strong interpersonal and problem-solving skills with ability to work independently as well as cohesively as part of the team 

• Must be highly organized and able to work well under pressure in a fast-paced environment and able to complete many diverse tasks concurrently 

• Must have excellent time management skills 

• Computer literacy and previous reservation software and POS experience preferred 

• Ability to focus on attention to detail, remaining professional and courteous at all times 

Working Conditions: 
Due to 365-day-a-year operations, this position may be required to work long shifts that include late hours, weekends, and holidays. This position is set in a fast-paced environment, with high levels of interaction with guests, employees, and other stakeholders. This position spends a lot of time on their feet, multitasking competing priorities, dealing with employee and guest issues and leading a culture of service excellence. 

Team You Will Lead: Not Applicable           Last Revision:  January 2025