About Us: Sinder Haus is a unique wellness space dedicated to providing an unparalleled luxury experience for our guests. We believe that true wellness comes from a holistic approach to mind and body. Our team is a collective of passionate, skilled professionals committed to excellence, and we are seeking a welcoming and highly organized Front Desk Coordinator to be the first and last impression of our serene sanctuary.
Job Summary: The Front Desk Coordinator is the heart of our guest experience, responsible for creating a warm, welcoming, and seamless journey for every client from the moment they arrive. This individual will manage all aspects of the front desk, from greeting guests and scheduling appointments, to ensuring the spa's ambiance is pristine and inviting. The ideal candidate is poised, articulate, and possesses a genuine passion for customer service and the wellness industry. Additionally, this role is pivotal in driving new customer growth, confidently promoting our medical-grade services, and ensuring strict adherence to patient privacy standards, including HIPAA compliance.
Key Responsibilities:
Opening & Closing Procedures
- Perform daily opening duties, including preparing the reception area, reviewing the day's schedule, setting up the lounge (e.g., water, tea), and ensuring tranquil music is playing.
- Conduct a walkthrough of the spa, including retail space, restrooms, changing room, and treatment areas, to ensure they are immaculate, fully stocked, and ready for guest arrival.
- Manage closing procedures, including processing end-of-day financial reports, tidying the reception area, and securing the facility.
Client Engagement, Sales, & Guest Services
- Welcome all guests with a warm, professional, and personalized greeting.
- Provide a thorough tour of the spa facilities, explaining amenities to enhance their visit.
- Offer guests water as they wait for their service provider; notify the service provider of their guests’ arrival.
- Ensure efficient check-in and -out, including handling payments, gift card sales, and re-booking future appointments.
- Actively drive new customer growth by educating inquiries on the benefits of our medical aesthetic treatments, day spa services, upselling services, and converting calls or walk-ins into consultations.
- Serve as the primary point of contact for all client inquiries via phone, via CRM, and in-person, providing detailed information on our services, products, and current offerings.
- Proactively anticipate guest needs and ensure their experience exceeds expectations, resolving any concerns with grace and discretion.
Appointment, Schedule, & Compliance Management
- Master our spa booking software (Boulevard) to manage appointments for a team of service providers, optimizing the schedule to maximize efficiency and revenue.
- Coordinate with therapists and estheticians to ensure a smooth and timely flow of services throughout the day.
- Manage the waitlist as needed, communicating with Management to ensure appropriate allocation of waitlisted services.
- Ensure strict HIPAA compliance by securely managing patient profiles, verifying that all necessary medical intake forms, treatment consents, and updated health histories are completed prior to consultations or medical services.
Administrative & Operational Support
- Maintain a pristine and organized front desk and retail area. Wipe fingerprints from reception desk regularly throughout the day and sanitize commonly touched areas such as doorknobs and the checkout kiosk.
- Assist with inventory management of retail products, restocking shelves, and ensuring visual displays remain neat and organized; notify management of low stock items.
- Process transactions accurately using our Point of Sale (POS) system; asking for Management support if unsure.
- Uphold the spa's luxurious atmosphere and ensure all standards of presentation are met at all times.
- When appropriate - ensuring no disruption to clients - vacuum, dust, empty trash, empty linen bins, wash, dry, and fold laundry throughout the day.
- Complete other administrative tasks as requested by Management.
Qualifications:
- Minimum of 2 years of experience in front desk, concierge, or guest services role, preferably in a luxury spa, high-end hotel, or premium retail environment. Experience in a medical spa, dermatology, or plastic surgery setting is highly preferred.
- Exceptional interpersonal and communication skills, with a professional and friendly demeanor. Exceptional customer service and a commitment to exceeding expectations.
- Genuine passion for guest service and client care.
- Impeccable attention to detail and a talent for creating a polished and organized environment.
- Proven ability to multitask effectively and remain calm under pressure in a fast-paced setting.
- Proficiency with computer systems, including booking software and POS systems. (Experience with Boulevard, Microsoft Office 365 or Google Products such as Google Sheets, etc. is a plus).
- Strong problem-solving skills and a proactive, can-do attitude.
- Recognized ability to maintain a high level of confidentiality, specifically regarding patient medical records and HIPAA regulations.
- Proven track record in sales, with the ability to confidently promote memberships, treatment packages, and medical-grade skincare.
- Availability to work a flexible schedule, including weekends and evenings.
- Professional demeanor and appearance.
Benefits:
- Competitive compensation on retail sales.
- Opportunities for ongoing training and professional development.
- Employee discounts on spa services and products.
Pay: $24.00 - $28.00 per hour
Benefits:
- Employee discount
- Flexible schedule
- Professional development assistance
Work Location: In person
