Location: Fulham Pier, Stevenage Road, London.
Reporting to: Spa Manager
Job description:
The Wellness Concierge is the first and last point of contact for all guests and members at the Spa. This role requires an exceptional level of guest care, communication, and operational awareness. The Concierge provides full service coverage across all floors of the spa and is expected to guide guests seamlessly through their journey — from arrival to treatments and wellness experiences, including support in self-managed treatments such as the the recovery suite, Neuronics and Hydrogen Inhalation. As the quintessential ambassador for the spa, the Wellness Concierge serves as the definitive first and last point of contact for our members and guests. This pivotal role demands an unparalleled standard of guest care, sophisticated communication, and acute operational awareness. The Concierge provides seamless, high-touch service coverage across every floor of the club, expertly orchestrating the guest journey from the moment of arrival through to departure. You will be responsible for guiding guests through a fluid transition between treatments and curated wellness experiences.
Key Responsibilities:
The Guest Experience:
- Arrival & Orientation: Serve as the definitive first and last point of contact, managing check-in and departure while providing immersive club orientations for first-time visitors.
- Lifestyle Navigation: Guide guests pre- and post-treatment, escorting them between floors and offering tailored advice to enhance their wellness journey.
- Personalisation: Proactively learn member names and anticipate preferences to deliver a bespoke, intuitive level of service that exceeds luxury standards.
- Bio-Hacking Support: Master the operation of self-managed wellness technologies—including the Recovery Suite, Neuronics, and Hydrogen Inhalation—to confidently guide guests through these specialised experiences.
Operational Coordination & Scheduling:
- Schedule Optimisation: Strategically manage spa, fitness, medical, and wellness diaries to maximise practitioner efficiency and facility occupancy.
- Departmental Liaison: Act as the vital communication bridge between departments, including coordinating medical bookings in collaboration with 3peaks.
- Communication: Maintain meticulous shift handovers and internal communication to ensure a seamless experience across all floors, from the café to the rooftop.
- Administrative Precision: Execute flawless till operations, cashing-up procedures, and data management within the club’s specialised software systems.
Facility & Asset Stewardship:
- 5-Star Environment: Ensure all guest-facing touchpoints—reception, treatment levels, and studios—remain immaculate, elegantly stocked, and compliant with the spa's aesthetic standards.
- Operational Agility: Support the wider team with treatment room setup and breakdown when required and assist with monthly inventory stock counts.
- Lost Property Management: Oversee the secure logging and processing of guest property in coordination with the security team.
Commercial & Revenue Growth
- Expert Knowledge: Maintain absolute fluency in all membership tiers, facility inclusions, and the wider Fulham Pier offering.
- Revenue Generation: Drive departmental goals through the sophisticated upselling of treatments, retail products, and exclusive memberships.
- Local Ambassadorship: Provide informed recommendations regarding the spa services, treatment benefits, and local area highlights.
General Requirements
- Emotional Intelligence: Maintain a composed, highly organised, and professional demeanour under pressure, prioritising tasks effectively in a fast-paced luxury environment.
- Impeccable Presentation: Adhere to the spa's high grooming and hygiene standards, representing the brand in full uniform with punctuality.
- Confidentiality & Discretion: Protect guest privacy and club security at all times, handling sensitive information with the utmost discretion.
- Technical Compliance: Remain fully conversant with all Fire, Health & Safety, and Emergency evacuation procedures.
- Growth Mindset: Proactively engage in continuous training and briefings to evolve your knowledge of wellness trends and club SOPs.
Health and Safety
As confident custodians, all staff must adhere to Fulham Pier’s Health and Safety policy as well as comply with all role specific health and safety requirements. In addition, all staff have the responsibility to report any breach or potential breach in health & safety to a member of the health and safety team or senior manager.
Safeguarding
Fulham Pier acknowledges that everyone has a responsibility for the wellbeing and safety of children, young people and adults at risk who are visiting Fulham Pier. As part of Fulham Pier’s commitment to providing a safe environment for children and adults at risk, we operate a Safer Recruitment Policy which all candidates must comply with. In addition, we require all staff who work with or interact with children or adults at risk to comply with our Safeguarding Children and Safeguarding Adults Policies.
Equality, diversity & inclusion
We are committed to supporting an environment where all staff have a personal responsibility to uphold Fulham Pier’s Equal Opportunities Policy by treating fellow employees, prospective employees, casual workers, prospective casual workers, and customers fairly and impartially.
To Apply
Please send your CV along with a cover letter to sparecruitment@fulhampier.com