Wellness Concierge

Job Summary The Wellness Concierge is the first point of contact for guests visiting the Wellness & Spa and is responsible for delivering a seamless, personalized, and memorable guest experience from reservation through departure. The role oversees Spa Reception operations, manages appointments, promotes wellness experiences, supports Fitness Centre operations, and drives Spa Retail sales while ensuring exceptional service in accordance with Rosewood brand standards, Forbes Five-Star Standards, and LQA requirements. The Wellness Concierge builds meaningful guest relationships through intuitive service, knowledgeable recommendations, and attention to detail while ensuring the efficient day-to-day operation of the Wellness Reception. Essential Duties and Responsibilities Quality: • Deliver exceptional guest service in accordance with Rosewood brand standards, Forbes Five-Star Standards, and LQA requirements. • Welcome guests warmly and professionally, creating a personalized arrival and departure experience. • Anticipate guest needs and provide thoughtful recommendations tailored to individual wellness goals and preferences. • Ensure every guest interaction reflects professionalism, warmth, and genuine hospitality. • Handle guest enquiries, feedback, and service recovery with confidence, empathy, and efficiency. • Maintain guest confidentiality and ensure all personal information is handled with discretion. • Ensure the reception area, retail boutique, fitness centre, and guest waiting areas are clean, organized, and presented to the highest luxury standards. • Foster positive working relationships with all associates and departments. • Communicate effectively with therapists, fitness instructors, supervisors, and management to ensure smooth daily operations. • Promote Spa Retail products through professional consultation and personalized recommendations. Demonstrate comprehensive knowledge of all skincare, wellness, and lifestyle retail products. • Educate guests on homecare routines and product benefits following treatments. • Maintain retail displays, merchandising standards, pricing, and promotional materials. • Monitor retail inventory levels and assist with stock replenishment and inventory counts. Financial: • Promote spa treatments, wellness experiences, fitness services, and retail products to maximize revenue opportunities. • Support the achievement of departmental revenue and retail sales targets. • Ensure accurate billing, cashiering, payment processing, and posting of guest charges. • Maintain accountability for financial transactions in accordance with hotel policies. • Assist in monitoring retail inventory, minimizing stock loss, and maintaining inventory accuracy. • Support promotional campaigns and revenue-generating initiatives. • Support the achievement of departmental retail sales objectives through exceptional guest engagement. Standard Responsibilities: • Comply with all Rosewood company policies and hotel procedures. • Maintain Rosewood brand standards, Forbes Five-Star Standards, and LQA requirements. • Protect guest privacy and maintain confidentiality at all times. • Maintain impeccable grooming and professional appearance. • Participate in all required training and continuous development programs. • Support sustainability initiatives and environmentally responsible practices. • Perform additional duties as assigned by management. Confidentiality Whilst working for the company there will be access to a wide variety of confidential information concerning the company, guests, associates, and hotel operations. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company unless otherwise authorized. Maintain confidentiality of all company, guest, and associate information. Protect sensitive operational and financial information. Ensure discretion in all matters related to guests and associates Health & Safety: • Follow safe working practices across all areas of the outlet. • Ensure compliance with Health and Safety regulations and hotel procedures. • Report hazards, defects, and safety concerns immediately. • Ensure incidents and accidents are reported in line with procedures. • Maintain compliance with HACCP and food safety standards. • Promote a safe environment for guests and associates Other: The above description is not exhaustive and may be adjusted based on operational needs. • Maintain flexibility in working hours and operational support. • Respond to business needs with adaptability and ownership. • Support additional responsibilities and projects as required. Show more Show less