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Mission

Create unforgettable moments of peace, connection, and celebration by guiding couples through every touchpoint of their spa journey — from warm welcomes to serene farewells.  You are the guardian of the Wellness Haven, the heartbeat of our spa rituals, and the quiet architect of emotional resonance. Every scent, sound, and smile you curate contributes to the kind of experience guests never forget.

Purpose of the Role

To ensure every guest feels seen, soothed, and celebrated through an emotionally intelligent and sensory-rich spa experience.
From first greeting to parting gift, the Spa Concierge orchestrates the rhythm of the Wellness Haven — maintaining standards, supporting therapists, and delivering service that embodies unreasonable hospitality.

What Success Looks Like (KPIs & Outcomes)

Amenity Readiness: 100% completion of daily checklists — every space inspection-ready before the first appointment.

Guest Connection Moments: Every couple experiences a personalized “moment of intention” and receives their signature BFT gift post-treatment.

Retail Excellence: Product displays are pristine, and retail sales contribute meaningfully to overall spa revenue.

F&B Presentation: Beverages served promptly and elegantly, aligned with the curated spa menu.

Rebooking Influence: Guests feel naturally guided toward future stays or elevated experiences.

Guest Satisfaction: Consistent 5-star feedback reflecting emotional connection, care, and attention to detail.

Core Responsibilities

1. Morning Preparation & Room Readiness

Prepare treatment rooms and Wellness Haven with precision before guest arrivals.

Verify linens, amenities, and atmosphere meet spa-level standards.

Support therapists with setup, resets, and transitions between treatments.

2. Wellness Haven Maintenance

Conduct daily walkthroughs to confirm safety, cleanliness, and operational excellence.

Refill towels, robes, and refreshments before depletion.

Identify and report maintenance issues immediately to ensure uninterrupted service.

Maintain the spa’s sensory environment — sound, scent, and lighting harmony at all times.

3. Guest Journey Facilitation

Personally greet every guest by name with warmth and confidence.

Guide each arrival and transition ritual with calm presence and consistency.

Collaborate with Dream Weavers and therapists to deliver elevated sensory and emotional moments.

Conclude each experience with a signature farewell, post-treatment beverage, and personalized BFT gift.

4. Food & Beverage Experience

Prepare and serve spa beverages in perfect alignment with menu standards.

Ensure presentation, temperature, and timing are flawless.

Coordinate with the F&B team to replenish supplies and ensure continuous readiness.

5. Retail & Revenue Excellence

Maintain spa retail displays: clean, organized, and inspiring.

Confidently communicate product stories and benefits to guests.

Process guest purchases smoothly through spa systems.

Support inventory tracking and restock coordination.

6. Guest Intention & Celebration Rituals

Facilitate rituals such as moments of intention, private reflection, or couple blessings.

Incorporate celebration touches (anniversaries, birthdays, milestones) into the guest journey.

Present the BFT signature farewell gift as a memorable emotional touchpoint.

7. Service Recovery & Personalization

Take full ownership of any guest concerns with empathy and accountability.

Respond swiftly and follow up personally to rebuild trust and delight.

Log guest feedback and insights to support continuous improvement.

Tools You’ll Use

Trybe – Spa booking & CRM system

Spa Checklist System – Daily operational readiness tracking

ClickUp – Task coordination & communication

Inventory & Retail Tools – Product management & reporting

Guest Intake & Feedback Platforms – Continuous experience monitoring

Opening & Closing Checklists

Opening:

All spa areas cleaned, stocked, and ready for first guest arrival

Amenities checked for safety and function

Guest celebrations and personalization notes reviewed

Retail and beverage stations refreshed

Closing:

Sanitize and reset all areas

Replenish towels, robes, and amenities

Log maintenance issues or guest feedback

Secure all stations for next-day readiness

Must-Have Traits

Heart-Led Service: Naturally warm, grounded, and intuitive.

Detail-Oriented: Obsessed with precision, timing, and presentation.

Luxury Storyteller: Transforms simple interactions into emotional moments.

Operationally Reliable: Executes checklists and SOPs with discipline.

Physically Capable: Able to stand, move, and lift (up to 25 lbs) throughout shifts.

Experience & Requirements

Previous experience in luxury spa, wellness, resort, or guest experience environment

Exceptional emotional intelligence and guest empathy

Comfortable with weekend, holiday, and peak-season scheduling

Basic knowledge of F&B service and alcohol handling standards

Passion for wellness, nature, and creating meaningful guest journeys

You’ll Love This Role If…

You see hospitality as an art form.
You believe beauty lives in details.
And you want to be part of a team obsessed with turning ordinary moments into sacred ones.

What You Should Know Before Applying

This is not a desk job. You’ll be moving constantly—on your feet, in and out of spa rooms, restocking amenities, serving beverages, and supporting therapists in real time. Our spa is tucked in the heart of nature, and your “office” may include forest paths, humid afternoons, or early morning prep in the mountain mist.

We’re looking for someone polished in presentation but gritty in practice—someone who can maintain luxury standards with a towel in one hand and a tea tray in the other. If you thrive in dynamic, sensory-rich environments and don’t mind breaking a sweat to deliver magic, you’ll love it here.