WELLNESS CONCIERGE

POSITION OVERVIEW

The Wellness Concierge is the first point of contact for Members and guests, providing exceptional customer service in person and over the phone. This role manages reservations for spa, salon, and fitness services, processes retail sales, maintains reception areas, and supports overall Spa operations in alignment with BIGHORN standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

- Greet Members and guests in a courteous, professional, and friendly manner.

- Answer multi-line telephone system, transfer calls, take messages, and respond to inquiries.

- Schedule appointments for spa, salon, and fitness services; maintain daily reservations and schedules.

- Confirm appointments by phone/email and send reminders to Members, guests, and employees.

- Fulfill Member requests, such as answering product/service questions and processing food orders.

- Maintain and restock retail inventory; process retail transactions using POS systems.

- Assist with receiving, organizing, and tracking inventory for retail and spa supplies.

- Calculate monthly retail inventory totals.

- Maintain reception, lobby, waiting areas, and fitness center amenities in a clean and welcoming condition.

- Organize newspapers, magazines, and cushions; restock amenities in common areas.

- Perform general office tasks, including word processing, filing, and operating office equipment.

- Process incoming/outgoing mail, including overnight services.

- Maintain and update Member/guest records, mailing lists, and phone lists.

- Contact staff regarding schedules, appointments, and messages.

- Manage lost and found items; post club events in designated areas.

- Light cleaning of front desk, fitness areas, and retail displays; stock and restock merchandise.

- Operate music system in lobby and reception areas.

- Assist with special projects and other duties as assigned.

- Leadership – Represent Spa and Club values with professionalism and uphold departmental standards.

- Teamwork – Collaborate with co-workers to ensure seamless service delivery.

- Safety – Follow safe work practices and participate in safety training and emergency procedures.

- Other Duties – Perform additional responsibilities as assigned to support spa operations.

Qualifications

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made for individuals with disabilities.

Educat ion and/or Experience

- High school diploma or GED required; college coursework preferred.

- Experience in hospitality, spa, or customer service environment preferred.

Required Technical / Other Skills and Abilities

- Excellent customer service skills with a professional, friendly demeanor.

- Strong verbal and written communication skills.

- Proficiency in multi-line phone systems and reservation software.

- Ability to type at least 50 WPM and use word processing, spreadsheets, and email software.

- Strong multitasking, organizational, and prioritization skills.

- Ability to perform effectively in emergency situations.

PHYSICAL DEMANDS

The physical demands described on the attached Physical Demands of Position chart are representative of those required to perform this job successfully. Reasonable accommodations may be made for individuals with disabilities. (See attached chart.)

CONFIDENTIAL INFORMATION

This position may have access to limited confidential information, including Member contact details and reservation history. All such information belongs to BIGHORN.

COMPANY FUNDS

This position has access to company funds limited to processing retail transactions and spa service payments (cash, credit card, and POS).

PHYSICAL DEMANDS OF POSITION

Job Title:

Spa Reception

Date:

Click here to enter a date.

How many hours are worked per day?

6-8

When completing this form, look at the job from a typical/average workday perspective.

Percentage Time Designation

PHYSICAL ACTIVITY

Rarely

<1%

Occasionally 1-33%

Frequently 34-66%

Continuously 67-100%

Stand

☐

☐

☒

☐

Walk

☐

☒

☐

☐

Sit

☐

☐

☒

☐

Use hands to finger, handle or feel

☐

☐

☒

☐

Reach with hands and arms over shoulder

☐

☐

☒

☐

Reach with hand and arms over head

☐

☒

☐

☐

Climb or balance

☒

☐

☐

☐

Stoop, kneel, crouch, or crawl

☒

☐

☐

☐

Talk or hear

☐

☐

☐

☒

Taste or smell

☒

☐

☐

☐

i.e., Position requires standing 1/3 of the time.

Does this job require that weight be lifted or force be exerted? If so, how much and how often ?

Percentage Time Designation

WEIGHT

Rarely

<1%

Occasionally 1-33%

Frequently 34%-66%

Continuously 67%-100%

Up to 10 pounds

☐

☒

☐

☐

Up to 25 pounds

☐

☒

☐

☐

Up to 50 pounds

☒

☐

☐

☐

Up to 100 pounds

☒

☐

☐

☐

More than 100 pounds

☒

☐

☐

☐

i.e., Position requires lifting 1/3 of the time up to 10 pounds.

Does this job have any special vision requirements? Check all that apply .

☒

Close Vision (clear vision at 20 inches or less)

☐

Distance vision (clear vision at 20 feet or more)

☐

Color vision (ability to identify and distinguish colors)

☐

Peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point)

☐

Depth perception (three-dimensional vision, ability to judge distances and spatial relationships)

☐

Ability to adjust focus (ability to adjust the eye to bring an object into sharp focus)

☐

No special vision requirements

List specific job duties that require the physical demands selected above:

- Standing/walking while greeting Members, stocking retail displays, and maintaining lobby/reception areas.

- Sitting at the desk for phones, scheduling, and transaction processing.

- Lifting/carrying retail products, packages, or supplies up to 25 pounds.

- Reaching/bending for restocking, organizing magazines, and setting up supplies.

- Continuous communication with Members, guests, and staff in person and via phone/email.

- Close vision for computer work, reading schedules, and processing retail transactions.