Wellness Concierge Lead

Release Well-Being Center is a rapidly growing wellness center. Our total wellness offerings include yoga, fitness, meditation, spa, and wellness education. We were recently named one of the top 5 best places to work and most innovative workplace by Metrowest Daily News We are looking for qualified applications to join our team of mindful experts

Are you someone with an interest in holistic health and wellness and looking to put down roots in an environment where you can learn and grow both professionally and personally ? Are you looking for a position in an environment where you have the opportunity each day to serve, encourage, and collaborate with people who are on their journey to wellness? Are you someone who is energetic and community oriented? Do you want to work in a fun, inspiring, and fast-paced environment? If so, we invite you to apply for a Wellness Concierge Lead position.

Job purpose

The Wellness Concierge Lead, or Manager on Duty (MoD) is a designation for the individual with overall responsibility for managing all operations on site during the designated period. The MoD is fully empowered and accountable for operations at Release. An objective of designating a MoD is to resolve issues immediately without engaging the owner or other management to the greatest extent possible.

Duties and responsibilities

• Embody the Release mission statement and Core Values
• Support daily operations by working directly with other Guest Services Leads, Guest Service Staff, and Providers
• Direct support of Concierge Team, and spa attendants
• Work Spa Attendant and Guest Concierge shifts as needed in addition to Shift Lead shifts
• Provide and promote a professional, but relaxed, zen-like atmosphere in the center at all times. Interact with guests with positivity and compassion.
• Anticipate guest needs. Be accessible but not intrusive.
• Complete knowledge and execution of both Spa Attendant and Concierge duties
• Actively engage guests to ascertain their level of satisfaction and respond to guest inquiries promptly, accurately, and pleasantly.
• Manage guest issues as they arise, including working with the guests to allow them to feel heard and learn details about issue, speaking with staff members involved to hear all sides, and resolving the issue. Implement proper Guest Recovery methods.
• Manage shift team to provide excellent guest service including providing guidance and feedback, balancing staffing needs in at the desk and in spa, calling in additional staff or sending home staff to meet needs and manage payroll and fulfill any additional projects as requested.
• Work with team members to identify backup plans if someone fails to show up at a designated time.
• Oversee opening and closing procedures.

Manage the facility and contact owner or contractors as needed.

Ensure the health, safety, and cleanliness within the facility by observing Release's safety practices, including Covid-19 protocols. If an emergency condition arises, use the safety manual to resolve, complete the Incident form, and contact appropriate authorities as needed.

• Attend all scheduled trainings and leadership/guest services meetings
• Attend meetings with Provider Team as needed to ensure ease of operations in Spa Services
• Aid in the interviewing process of new Guest Service candidates

Train all Concierge and Spa Attendants in Spa Services duties

• Monitor guest services team compliance with Safety Training, Mindbody Training, Guest Services training, and all other information related to their employment from human resources
• Monitor the attendance and performance of Concierge and spa attendant team
• Employ the 3 strikes rule regarding company policies
• Maintain proper dress code

Provide coaching for team members so they become proficient in working through situations themselves

Promote provider services, packages, cafe, in a way that does not interfere with guest experience

Continue education in all areas of business, including yoga, fitness, nutrition and wellness via occasional classes and workshops

Maintain accurate records and complete all departmental reports, including but not limited to daily record of pool tests and inventory of supplies. Report supply needs to person responsible for ordering.

Directly answer to, and handle all passive or negative Frederick reviews, or customer complaints on your shift by referring to the Guest Recovery outline. Use all guest feedback as training opportunities for those on your shift.

Set the tone and be the example of what a positive working environment looks and feels like. Be the one to quash any gossip, or negative talk.

Supervisory Responsibilities

• Supervises all personnel in the facility during the designated MoD period.

Requirements

-Must be able to perform all duties as listed above

-Must have weekend availability

-Customer service and management experience is required

Compensation

-$15 - $20 per hour (based on experience)

-All employees receive a free membership to enjoy unlimited classes and access to our Bliss area, along with discounts on spa services, workshops, and retail items.

Job Types: Full-time, Part-time

Pay: $ $18.00 per hour

Benefits:

• Employee discount
• Flexible schedule

Experience:

• Customer Service: 3 years (Required)
• Supervisory: 1 year (Preferred)

Work Location: In person