What are the responsibilities and job description for the Spa Receptionist position at The Cooper?
Job Description
The Spa Receptionist is the first and last point of contact for spa guests, providing a warm welcome, seamless booking experience, and personalized attention in line with Forbes 5-Star service standards. This role requires exceptional communication, administrative precision, and a deep understanding of luxury guest expectations. The ideal candidate is polished, intuitive, and service-driven, ensuring every guest interaction enhances their overall wellness journey.
Duties & Responsibilities
The physical demands described here are representative of those that must be met by a colleague to successfully perform the essential functions of this job:
BHC is an equal employment opportunity employer. Employment decisions are based on merit and business needs, and are not based on race, color, sex (including pregnancy, childbirth, and related medical conditions), citizenship status, national origin, ancestry, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, uniformed service, political affiliation, genetic information, or any other factor or characteristic protected by applicable law. BHC participates in E-Verify.
The Spa Receptionist is the first and last point of contact for spa guests, providing a warm welcome, seamless booking experience, and personalized attention in line with Forbes 5-Star service standards. This role requires exceptional communication, administrative precision, and a deep understanding of luxury guest expectations. The ideal candidate is polished, intuitive, and service-driven, ensuring every guest interaction enhances their overall wellness journey.
Duties & Responsibilities
- Greet all guests warmly and professionally, using guest names and delivering personalized welcomes.
- Check guests in and out for spa services with accuracy and elegance, providing clear guidance about the facility, service sequence, and amenities.
- Handle all guest interactions with the highest level of hospitality and professionalism, including responding to special requests, resolving concerns, and anticipating needs.
- Escort guests to lounge areas or treatment rooms when necessary, maintaining spa ambiance and guest flow.
- Manage spa reservations via phone, email, online systems, and in-person, ensuring optimal scheduling of therapists and treatment rooms.
- Confirm appointments, explain services, and promote recommended enhancements and wellness offerings.
- Coordinate VIP requests, group bookings, and special occasion packages with discretion and precision.
- Maintain accurate and updated guest profiles, preferences, and treatment history using spa software and PMS integration.
- Process payments, refunds, and gratuities accurately; balance daily transactions and maintain proper accounting procedures.
- Reconcile end-of-day reports and ensure all services are properly billed.
- Maintain cleanliness and organization of the reception desk, retail shelves, and spa boutique displays.
- Monitor retail inventory and assist with product restocking and merchandising.
- Ensure spa reception and waiting areas are always serene, stocked, and impeccably clean.
- Communicate closely with spa therapists, attendants, and management regarding guest flow, service timing, and special requests.
- Support spa attendants in maintaining a quiet, welcoming atmosphere throughout the facility.
- Participate in regular spa training and Forbes service workshops to ensure consistent service excellence.
- High school diploma or equivalent required; hospitality or wellness-related education preferred.
- Minimum 1–2 years of front desk or guest service experience in a luxury spa, hotel, or wellness facility.
- Previous experience in a Forbes 5-Star or AAA Five Diamond environment highly preferred.
- Proficient in spa booking software and PMS systems.
- Exceptional communication skills—verbal, written, and interpersonal—with a calming, polished presence.
- Excellent organizational skills and attention to detail; must be comfortable managing multiple tasks simultaneously.
- Knowledge of spa services, wellness trends, and retail products is a strong advantage.
- Flexible schedule availability, including weekends and holidays.
The physical demands described here are representative of those that must be met by a colleague to successfully perform the essential functions of this job:
- Must be able to sit, stand, and walk for extended periods.
- Ability to lift or move up to 25 lbs occasionally (e.g., retail boxes or spa inventory).
- Maintain a polished and professional appearance in accordance with the hotel's grooming standards.
- Must be able to resolve problems, handle conflict, and make effective decisions under pressure.
- Good hearing is necessary for effective communication with colleagues, guests, and stakeholders.
BHC is an equal employment opportunity employer. Employment decisions are based on merit and business needs, and are not based on race, color, sex (including pregnancy, childbirth, and related medical conditions), citizenship status, national origin, ancestry, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, uniformed service, political affiliation, genetic information, or any other factor or characteristic protected by applicable law. BHC participates in E-Verify.