Hotel Jackson — Spa Desk Agent
Department: Spa & Wellness
Reports to: Spa Operations Manager / Director of Spa & Wellness
Location: Hotel Jackson – Jackson Hole, Wyoming
Status: Full-time / Non-Exempt
POSITION SUMMARY
The Spa Desk Agent serves as the first point of contact for guests visiting Hotel Jackson’s luxury spa. This role manages spa scheduling through Book4Time, ensures smooth check-ins, provides clear and warm communication, and supports the overall guest experience with professionalism and hospitality. The Spa Desk Agent assists guests with service selection, processes payments, coordinates with providers, and maintains the welcoming environment expected at a boutique luxury property.
---
PRIMARY RESPONSIBILITIES
Guest Scheduling & Check-In
· Schedule services for individuals and groups using Book4Time.
· Call guests to confirm service details, preferences, and appointment times.
· Answer guest questions about spa services, property amenities, and general information.
· Check guests in by verifying name and appointments in Book4Time.
· Provide guests with a warm orientation to spa facilities including locker rooms, lounges, and amenities.
· Update reservations and cancellations in Book4Time throughout the day.
· Notify providers promptly of any changes, additions, cancellations, or late arrivals.
· Assist in resolving scheduling challenges, including locating alternate providers when necessary.
---
Guest Relations
· Welcome every guest with a warm greeting, eye contact, and attentive presence.
· Engage guests in conversation regarding their stay, preferences, and spa interests.
· Listen actively and respond promptly to guest questions, needs, and concerns.
· Thank guests sincerely and provide a gracious farewell.
· Assist guests with disabilities or special requirements with care and respect.
· Support other spa and hotel employees to ensure seamless guest service.
---
Payment & Cash Handling
· Obtain, maintain, and secure assigned cash bank.
· Process guest payments for spa services using Book4Time and hotel-approved POS systems.
· Handle cash, credit cards, gift certificates, room charges, and other approved payment methods.
· Balance and secure bank at the end of the shift.
· Prepare and drop receipts with Accounting.
· Collect and log cash tips for service providers.
· Process adjustments, corrections, vouchers, and miscellaneous charges as needed.
---
Communication
· Answer telephones promptly, warmly, and professionally.
· Use guest names whenever possible to personalize service.
· Transfer calls appropriately and take accurate messages.
· Communicate clearly and respectfully with guests, providers, and team members.
· Discuss work-related information discreetly, avoiding guest-facing areas.
---
Working with Others
· Develop supportive, respectful working relationships with coworkers and leaders.
· Partner with spa providers and other departments to ensure smooth operations.
· Demonstrate teamwork, integrity, and professional conduct in all interactions.
· Handle sensitive issues with tact, discretion, and confidentiality.
---
Quality Assurance & Standards
· Uphold all Hotel Jackson service and cleanliness standards.
· Ensure accurate record-keeping and adherence to spa procedures.
· Maintain professionalism in appearance and behavior at all times.
· Perform other duties as requested to support the spa team.
---
Safety & Security
· Follow all hotel and departmental safety protocols.
· Report accidents, injuries, and unsafe conditions immediately.
· Protect guest privacy, sensitive information, and company assets.
· Maintain secure handling of tools, equipment, and financial assets.
---
Physical Requirements
· Stand, walk, or sit for extended periods.
· Lift, carry, push, or pull up to 10 pounds.
· Use computers, communication systems, and office equipment throughout shift.
---
QUALIFICATIONS
Required
· High school diploma or equivalent.
· Up to one year of related experience (spa, retail, hospitality, or front desk experience helpful).
Preferred
· Experience in a luxury hospitality environment.
· Strong communication and guest service skills.
Pay: $20.00 - $24.00 per hour
Work Location: In person
