Nordic Spa Lead Concierge

Simple. Inclusive. Natural. Social.

Reports to: Spa Guest Experience 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:
 
The Lead Spa Concierge is responsible for supporting and leading excellent guest service interactions among the Concierge team. In collaboration with the Spa Concierge Supervisor and Spa Front Desk Manager, as the Lead Spa Concierge, you will provide day-to-day leadership and foster a culture rooted in wellness and connection. By leading with confidence and empathy, you’ll inspire your team to create memorable, stress-free moments for our guests. 

Key Focuses  

• Represent Alyeska Nordic Spa with the highest level of service excellence and be knowledgeable of facility, treatment, and retail offerings    
• Direct and lead the day-to-day front of house operations, ensuring daily tasks are assigned and checklists are completed  
• Strictly enforce the privacy and confidentiality of all guest information 
• 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 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  
• Completes work processes and checklists that seamlessly support the Core Value of Quality: We are committed to achieving excellence and upholding the highest standards in product and service 
• Communicates, interacts, and behaves, supporting the Core Value of Honesty: Honesty in action is doing what you commit to do in the manner you commit to doing it 
• Contributes to a collaborative workplace, supporting the Core Value of Family: Relationships are rooted in trust, honesty, respect, and gratitude. One member’s success is the success of all in our family 
• Other duties as assigned 

Experience/Passions/Education 

• Leadership experience within the hospitality or spa industry is an asset 
• Prior experience in spa, hospitality, guest service, and/or retail sales is preferred 
• Must be highly self-motivated and proactive in a dynamic environment 
• Demonstrates a genuine passion for guest service and a natural inclination toward health and wellness 
• Excellent communication skills, both verbal and written 
• Must present a polished, professional, and well-groomed appearance at all times  

Working Conditions 

This position operates in a dynamic, fast-paced environment with frequent interaction with guests, team members, and other stakeholders. The role requires flexibility to work a variety of shifts, including early mornings, late evenings, weekends, and holidays, and may involve extended hours during periods of high business demand. 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.