What are the responsibilities and job description for the Spa Coordinator position at Estrella Spa?
Avalon Hotel & Bungalow Palm Springs
An old world hideaway in the heart of Palm Springs, Avalon is a desert oasis tucked into the foothills of the San Jacinto Mountains. With 70 Spanish-style lodgings, including romantic studios and 13 private villas, three cabana-lined pools, the acclaimed Chi Chi restaurant and the restorative Estrella Spa, it’s no secret why Avalon’s sun-kissed, lush, citrus tree-lined grounds have been a Hollywood playground since the 1930s.
Position Summary
The Spa Coordinator serves as the first and last point of contact for all spa guests and plays a vital role in delivering an exceptional wellness experience. This position is responsible for ensuring seamless daily spa operations, providing attentive and personalized guest service, and supporting revenue growth through retail promotion and service enhancements.
The ideal candidate is highly organized, guest-focused, detail-oriented, and comfortable working in a fast-paced luxury hospitality environment.
Essential Responsibilities
Guest Experience & Service
- Provide courteous, professional, and efficient guest service from arrival through checkout, ensuring every step of the spa experience is flawless and aligned with brand standards.
- Maintain complete knowledge of all hotel and spa features, services, amenities, and hours of operation.
- Maintain complete knowledge of all spa treatments, enhancements, packages, and retail products.
- Assist in overall guest experience, including booking services, providing tours, handling special requests, and coordinating guest needs.
- Answer incoming calls, respond promptly to voicemails and emails, and manage appointment inquiries in a timely manner.
- Handle guest concerns professionally and escalate appropriately when necessary.
- Serve as the point person when the Rooms & Wellness Manager is unavailable for brief periods, maintaining smooth guest flow and addressing minor guest recovery situations within established guidelines.
Scheduling & Reservations
- Book, modify, and cancel spa appointments accurately and efficiently.
- Coordinate therapist schedules to ensure optimal coverage and productivity.
- Monitor daily schedule flow to maximize treatment room utilization and revenue opportunities.
- Communicate clearly with therapists and spa leadership regarding schedule updates or changes.
Operations & Administrative Support
- Maintain complete knowledge of and comply with all hotel and spa policies and procedures.
- Assist in overall spa operations to ensure a clean, organized, and welcoming environment.
- Support the Rooms & Wellness Manager in maintaining spa retail inventory, including monitoring stock levels and communicating replenishment needs.
- Process transactions accurately and reconcile daily reports as required.
- Maintain confidentiality of guest information and spa records.
Retail & Revenue Generation
- Promote spa retail products and service enhancements to maximize guest satisfaction and revenue.
- Educate guests on product benefits and recommend appropriate home-care solutions.
- Support upsell initiatives and monthly revenue goals.
- Encourage rebooking and repeat business.
Qualifications
- Previous spa, hospitality, or front desk experience preferred.
- Strong organizational and multitasking skills.
- Excellent verbal and written communication skills.
- Professional appearance and demeanor.
- Ability to remain calm and solution-oriented in high-pressure situations.
Technical Skills
- Proficient in Microsoft Windows programs, including Outlook.
- Experience with Microsoft Teams preferred.
- Experience with Book4Time or similar spa management software strongly preferred.
- Comfortable with POS systems and basic reporting functions.
Physical Requirements
- Ability to stand for extended periods.
- Ability to lift up to 25 lbs occasionally.
- Ability to work a flexible schedule, including weekends and holidays.