In 2011, there were 156 million spa visits in the United States, according to The International Spa Association. Visitors often are greeted by a spa concierge, the person at the front desk who is ready to help. The concierge is the first point of contact visitors have with the spa, so it's crucial to the spa's bottom line that she always gives a warm hello, has a helpful attitude and is genuinely interested in providing the perfect spa experience.
According to Princeton University psychologists Janine Willis and Alexander Todorov, the concierge has one-tenth of a second to make a good first impression. This means she must greet guests, confirm appointments and answer initial questions with a warm, professional demeanor so that spa-goers relax upon arrival. After check-in, guests are escorted to see the locker and treatment rooms, lounge area and showers, for example, and are offered tea or water and a light snack, such as nuts or dried fruit, while waiting for treatments.
The concierge answers the phone, makes and confirms appointments, checks in spa-goers, notes special client requests and answers questions about products and services. In addition, she mails out spa coupons, brochures and price lists to prospective and current clients, files documents, keeps clean client records and collects and distributes the mail. The concierge also takes payment at the end of the visit.
Communication with spa staff and clients is key to running a successful front desk. When spa-goers ask questions about a specific treatment, such as what a salt glow or hot stone massage entails, the concierge is ready to give a detailed explanation. Anything she does not know, she quickly asks a therapist and relays the answer. The concierge is also knowledgeable about products, prices and the duration of each service. In addition, the concierge communicates with the staff when a client has a special request or if a therapist is running behind schedule, for example.
Light Cleaning and Tidying
Because spa-goers first visit the concierge desk, it must be tidy at all times. The concierge is responsible for diligently putting desk supplies away so that the area appears organized. She also replenishes the lounge area with snacks and drinks and makes sure the the waiting areas are clean and inviting. Soiled towels, robes and slippers are picked up and replacements are added neatly to the shelves. In addition, the concierge may be responsible for watering plants, dusting product shelves and re-stocking merchandise for sale.