Spa Reception Agent

Who We Are

The Edgewater Spa is Madison’s Place for whole-body well-being. Our waterfront salon and spa offers a full range of services in a luxurious, lakeside environment—all delivered by professionally trained health and wellness professionals. Whether your client is a local resident booking a spa day or a resort guest looking for a quick treatment, we offer something for everyone.

What We Accomplish Together (Primary Responsibilities)

The Spa Receptionist can make the guest experience go from good to great. The Spa Receptionist plays a critical role as the first point of contact at the Spa. The primary responsibilities include:

• Greet guests warmly, and process intake paperwork.   Guide guests to relaxation lounge(s) or locker rooms and assist them with directions on where to wait for appointment and enjoy spa amenities. 
• Build good relationships with repeat guests and members, being warm and friendly at each visit.  Strive to remember their names and preferences. 
• Work to ensure the needs of the guests are met, and that their experience is relaxing and enjoyable. 
• Answer phones and book appointments, maintain and coordinate spa appointments to maximize revenue based on guidelines provided by Manager and, with providers, from time to time.  If provider requests/schedules conflict with Manager schedule, consult with Manager (or Supervisor) on duty about changes to be made. 
• Be knowledgeable of spa services and amenities, recommend treatments, add-ons and/or experiences. 
• Be knowledgeable about retail product lines, sell product and respond to questions of guests. 
• Sell gift cards and gift card memberships. 
• Assist spa guests with requests for food and beverage, order from in room dining and other Edgewater restaurants (or outside as approved by Manager). 
• At checkout, inquire about the quality of treatments and experience at check out, resolve issues (or ask Manager for assistance) and report issues to Manager. 
• At checkout, process checks, ensure retail is added and tips processed appropriately.  Log and file cash tips for drop at the end of the night. 
• Members of the spa have the responsibility to promote the brand of The Spa and The Edgewater, giving customers a positive impression and enjoyable experience at all times. 
• Follow company policies and procedures, and spa protocols and brand standards. 
• Keep retail items and spa displays neat and orderly. 
• Assist with attending duties as needed.
• Assist with ordering, cataloging and inventory of items as needed, with instruction of Manager. 
• Assist other departments as instructed by Manager during high need periods. 
• Perform other duties as assigned by Manager.
• Be effective in the duties of the spa. 

Please note this job description is provides a guideline of responsibilities and is not meant to be a comprehensive list of anything the spa receptionist may be asked to do or that may be required of the employee to fulfill this role. 

What We Have

• Commission on retail including Spa giftshop & treatment related products.
• For eligible employees, a comprehensive benefit package including Medical, Dental and Vision coverage as well as Paid Time Off, 401K contribution matching and voluntary life insurance.
• Discounts to our Spa and Restaurants as well as stays at affiliated hotels. 
• Discounted onsite parking for full-time team members, discounted off-site parking for part-time team members, or supplied Madison Metro bus pass.

What You Have

• Previous reception experience with luxury spa or hospitality reception role is a plus.
• Previous Spa Booker software experience is a plus.
• Prior service and/or product sales experience.
• Able to use a computer and type quickly and efficiently.
• A caring, outgoing individual who can meet/exceed customer expectations.
• Excellent customer service skills with the desire to work in a team environment.

Working Conditions

This position operates in a full-service spa and professional office environment. The role uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines and standard spa equipment, such as care products, massage table linens, cleaning equipment and supplies. This position requires some evening/weekend work.

Physical Abilities

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. This position is very active and is frequently required to stand; walk; use hands and fingers to handle or feel; and reach with hands and arms, occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift or move up to 50 pounds and occasionally lift or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.