Spa Receptionist at The Pearl Hotel (Part-Time, Weekends)

Job Summary

The Spa Receptionist is responsible for creating a welcoming and seamless experience for spa guests from arrival to departure. Responsibilities include greeting and checking in guests, scheduling spa appointments, informing guests of spa packages, promotions, and rates, and assisting with retail purchases. You should also be able to recommend additional spa services and up-sell spa products.

The Spa Receptionist serves as the primary point of contact for spa guests and helps ensure smooth daily operations while providing exceptional guest service. 

Primary Responsibilities & Essential Functions

• Maintain complete knowledge of and comply with all company policies and standards
• Maintain up-to-date knowledge of spa services, packages, promotions, and pricing
• Greet and welcome spa guests in a professional and friendly manner
• Schedule, modify, and confirm spa appointments using the spa booking system
• Check guests in and out for services and process payments accurately
• Answer phones, respond to guest inquiries, and provide information about services and availability
• Assist guests in selecting spa services and recommend appropriate treatments based on guest preferences
• Promote spa services, packages, and retail products to enhance the guest experience
• Provide appropriate and consistent levels of guest service and hospitality
• Maintain detailed and accurate records of appointments, guest preferences, and transactions
• Ensure the reception area and retail displays remain clean, organized, and presentable
• Maintain knowledge of all spa and resort programs, services, and offerings
• Coordinate with spa therapists and other team members to ensure smooth service flow
• Resolve guest concerns in a manner that promotes positive guest relations
• Maintain cleanliness and organization of the reception area and common spa spaces
• Assist with inventory tracking and notify supervisors of retail or supply shortages
• Work cooperatively and professionally with all departments

• All other duties as assigned

Education and Experience

• Sufficient education and literacy needed to identify and read product labels and to communicate with guests about job related needs 
• High School diploma or equivalent
• Ability to read, write, speak, understand, and communicate in basic English 
• Previous front desk, hospitality, customer service, or spa reception experience preferred
• Working knowledge of spa services, amenities, and wellness offerings preferred
• Experience with scheduling software, point-of-sale systems, or reservation systems preferred
• Minimum 1 year experience in a luxury spa, hotel, or resort environment preferred

Knowledge, Skills, Abilities

• Detail-oriented and highly organized
• Ability to perform consistent work to the highest standards
• Exceptional customer service and guest relations skills
• Ability to remain discreet and respect the privacy and confidentiality of guests
• Strong organizational and multitasking abilities
• Ability to manage schedules, appointments, and guest requests in a fast-paced environment
• Patience, professionalism, and respect when interacting with guests and team members
• Ability to maintain composure and focus on guest needs in a high-volume environment
• Excellent verbal communication and interpersonal skills
• Friendly, welcoming, and professional demeanor
• Basic computer skills and ability to learn spa scheduling and point-of-sale systems

Physical Demands

• Prolonged periods of standing and walking
• Bending, stooping, and reaching as needed
• Must be able to lift and carry up to 25 lbs
• Frequent use of hands for computer, phone, and point-of-sale systems

Working Conditions

• Indoor environment within the spa facility
• Frequent interaction with guests and team members
• Exposure to spa products such as oils, lotions, retail products, and cleaning chemicals (proper PPE provided)