Description:
The Springs Resort & Spa is seeking a warm, detail-oriented Spa Guest Service Representative to serve as the welcoming face and operational heartbeat of our Spa. This role is the first point of contact for our guests and plays a key part in shaping their overall experience—from the moment they inquire about a service to the moment they leave feeling relaxed and cared for.
The ideal candidate is highly organized, naturally hospitable, and thrives in a fast-paced, guest-centric environment. You bring professionalism, poise, and a genuine passion for wellness and luxury service.
Where You’ll Make an Impact
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Create exceptional first impressions by warmly welcoming all Spa guests and ensuring a seamless arrival and departure experience.
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Manage spa appointments with accuracy and care, including scheduling, rescheduling, and cancellations within the spa management system.
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Serve as a knowledgeable resource by answering phone, email, and in-person inquiries regarding treatments, pricing, availability, and wellness offerings.
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Educate guests on Spa services, retail products, and wellness experiences, helping guide them toward offerings that best match their needs.
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Process payments for services and retail purchases, maintaining accuracy and compliance with cash-handling and POS procedures.
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Maintain a pristine, calming, and well-organized Spa reception and guest areas in alignment with brand and luxury service standards.
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Support retail and revenue goals through thoughtful product recommendations, package promotions, and experience upgrades.
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Communicate guest preferences, special requests, and feedback to therapists and Spa leadership to deliver personalized, high-touch service.
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Resolve guest concerns with empathy and professionalism, escalating issues when appropriate to ensure guest satisfaction and service recovery.
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Maintain accurate records of guest profiles, appointments, and transactions while upholding confidentiality and data standards.
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Support guest flow and experience within the Spa and Thermal Areas, helping guide wellness enhancements and operational improvements.
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Collaborate closely with therapists, Spa leadership, and resort teams to ensure smooth daily operations and consistent guest experiences.
Requirements:
Required Qualifications
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High school diploma or equivalent required.
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Previous experience in a customer-facing role (hospitality, spa, hotel, retail, or wellness environment preferred).
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Strong interpersonal and communication skills, with the ability to interact professionally and warmly with guests, teammates, and leadership.
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Excellent organizational skills and attention to detail; ability to manage multiple priorities in a fast-paced, guest-focused environment.
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Proficiency with computers and point-of-sale or scheduling systems; ability to learn spa management software.
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Ability to handle confidential guest information with discretion and professionalism.
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Reliable attendance and punctuality in alignment with scheduling needs.
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Willingness to work a flexible schedule, including weekends, holidays, and peak resort periods as required by business needs.
Preferred Qualifications
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Prior experience in a spa, resort, hotel, or luxury service environment.
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Experience with booking or reservation systems and retail sales.
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Interest in wellness, spa services, or hospitality operations.
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Bilingual or multilingual communication skills (a plus).
Physical & Work Environment Requirements
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Ability to remain in a stationary position for extended periods and move throughout the Spa and guest areas as needed.
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Ability to occasionally lift, carry, or move items (e.g., retail products or supplies) consistent with job duties.
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Ability to work in a spa environment with exposure to varying temperatures, humidity, and aromas associated with wellness treatments.
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Ability to effectively communicate with guests and team members in person and via phone or computer.
The Springs Resort & Spa is an Equal Opportunity Employer.
ENGLISH:
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
SPANISH:
Este empleador participa en E-Verify y proporcionará al gobierno federal la información de su Formulario I-9 para confirmar que usted está autorizado para trabajar en los EE.UU.
