Receptionist (Wellness)
(15564)
At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.
Amidst fragrant pines and glistening peaks, One&Only Moonlight Basin is a glamorous return to simplicity. Fill days cascading down cool waters, unearthing the magic of Yellowstone National park, skiing on world renowned slopes and retreating to floating evergreen spaces. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.
Job Summary
The Receptionist is responsible for creating exceptional first and last impressions while delivering a Forbes Five-Star guest experience throughout every stage of the guest journey. Serving as the primary point of contact for the spa, this role coordinates reservations, welcomes guests, provides personalized recommendations, promotes retail and wellness experiences, and ensures seamless communication between guests, therapists, and resort departments.
The Receptionist combines exceptional hospitality with strong organizational, sales, and administrative skills to maximize guest satisfaction, operational efficiency, and revenue while upholding the luxury standards of One&Only.
Key Duties & Responsibilities
Welcome every guest with warmth, professionalism, and genuine hospitality, creating an exceptional first and lasting impression.
Manage all incoming calls, emails, and reservation requests promptly, professionally, and in accordance with departmental standards.
Coordinate spa reservations using the spa management system, optimizing therapist utilization while balancing guest preferences, treatment requirements, and operational efficiency.
Maintain expert knowledge of spa treatments, wellness experiences, retail products, pricing, contraindications, memberships, promotions, and resort amenities to confidently guide guest recommendations.
Conduct personalized consultations to recommend treatments, enhancements, retail products, and wellness experiences that align with each guest's goals.
Promote spa services, treatment enhancements, packages, memberships, and retail products to maximize guest satisfaction and departmental revenue.
Ensure a seamless guest arrival experience by coordinating consultations, welcome amenities, refreshments, slippers, and timely therapist introductions.
Coordinate VIP arrivals, celebrations, group reservations, weddings, homeowner experiences, and special requests while communicating all pertinent information to the operational team.
Maintain accurate guest profiles, preferences, allergies, medical considerations, and service notes within the spa management system.
Confirm appointments, manage modifications, cancellations, waitlists, and follow established cancellation and deposit policies.
Communicate special guest requests, service modifications, and operational updates effectively with therapists, attendants, and leadership.
Process guest payments, room charges, gratuities, gift cards, memberships, and retail purchases accurately in accordance with resort financial procedures.
Complete daily cashiering, reconciliation, administrative reporting, confirmations, celebration cards, and other required documentation accurately and on time.
Ensure reception, retail displays, beverage stations, guest amenities, and welcome areas remain fully stocked, organized, and impeccably presented.
Monitor retail inventory levels, process product requests, replenish displays, and communicate inventory needs to leadership.
Conduct spa facility tours and provide guests with information regarding wellness amenities, hydrothermal facilities, fitness offerings, and resort experiences.
Respond to guest concerns promptly, professionally, and with discretion, resolving issues whenever possible while escalating concerns appropriately.
Communicate effectively with Spa, Concierge, Housekeeping, Engineering, Security, and other resort departments to ensure seamless guest experiences.
Report maintenance concerns, equipment issues, safety hazards, and operational deficiencies promptly.
Skills, Experience & Educational Requirements
High school diploma or equivalent required; additional education in hospitality, business, wellness, or a related field preferred.
Minimum two (2) years of experience in a luxury spa, hotel, resort, reception, reservations, or guest services environment preferred.
Strong knowledge of spa services, wellness experiences, retail products, pricing, and resort amenities, or the ability to quickly develop such knowledge.
Strong consultative sales skills with the ability to recommend treatments, enhancements, memberships, and retail products.
Experience processing reservations, payments, room charges, gratuities, gift cards, memberships, and retail transactions accurately.
Ability to prepare polished guest correspondence, confirmations, welcome notes, and internal communications.
Flexible availability, including evenings, weekends, holidays, and peak resort periods.
Benefits
- Winter season includes complimentary ski pass to Big Sky Resort based on availability or fitness reimbursement credit
- Subsidized housing based on availability
- Complimentary transportation to/from resort
- Uniform provided & complimentary laundering
- Complimentary meal per shift
- Discounts at F&B, Retail, and Wellness offerings on property
- Discounts at Kerzner properties worldwide ($100 to $200 per night)
Physical Requirements
The ideal candidate must be able to perform all physical requirements of the job in a safe manner, with or without reasonable accommodation. Physical requirements include, but are not limited to:
- Standing, walking, stooping, kneeling, and bending in an operational environment for extended periods
- Frequent bending, twisting, stooping, reaching, and pulling
- Lifting and carrying of loads weighing up to 50 pounds
- Working in outdoor environments, including high altitudes, that may present extreme weather conditions such as snow, ice, rain, heat, wind, etc.
Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.
