The Spa Receptionist is responsible for providing a welcoming, professional, and organized first impression for all spa guests. This position manages guest check-in and check-out, appointment scheduling, phone calls, service inquiries, retail sales, payment processing, and general spa communication.
The Spa Receptionist supports the daily operation of the spa by maintaining accurate bookings, coordinating with service providers, monitoring appointment flow, assisting with guest requests, and ensuring the reception and retail areas are clean, organized, and properly stocked. This position plays an important role in creating a relaxing and professional spa experience while supporting revenue, guest satisfaction, and overall spa efficiency.
The Spa Receptionist works closely with the Spa Supervisor, Massage Therapists, Cosmetologists, Housekeeping, Engineering, Front Office, and other hotel departments to ensure smooth communication and excellent service delivery.
The Spa Receptionist must maintain a calm, professional, and guest-focused approach at all times. This position requires excellent communication, organization, accuracy, and the ability to create a welcoming spa environment.
The Spa Receptionist is expected to:
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Represent the hotel and spa in a warm, professional, and polished manner.
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Greet all guests promptly with genuine hospitality and a helpful attitude.
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Maintain confidentiality regarding guest information, appointments, payments, employee matters, and hotel business.
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Follow all hotel policies, spa procedures, safety guidelines, sanitation standards, and service expectations.
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Maintain accurate appointment schedules and communicate clearly with service providers.
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Ensure guest check-in and check-out is handled efficiently, accurately, and professionally.
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Keep the spa reception area, retail area, relaxation area, and front-of-house spaces clean, organized, and guest-ready.
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Remain knowledgeable about spa services, pricing, packages, promotions, retail products, hotel amenities, and operating hours.
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Handle guest concerns with professionalism, urgency, and proper follow-through.
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Support retail sales, upselling, gift card sales, service enhancements, and rebooking opportunities.
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Monitor guest flow and communicate delays or schedule concerns to the Spa Supervisor and service providers.
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Assist with inventory, product display, and restocking of retail and operational supplies.
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Work cooperatively with all spa employees and hotel departments to support a smooth guest experience.
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Greet all spa guests in a professional, friendly, and welcoming manner.
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Answer phone calls, emails, and guest inquiries regarding spa services, availability, pricing, packages, promotions, and hotel amenities.
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Schedule, confirm, modify, and cancel spa appointments accurately using the spa booking system.
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Manage daily appointment flow and communicate updates to Massage Therapists, Cosmetologists, and the Spa Supervisor.
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Check guests in for scheduled services and confirm service details, timing, preferences, and any special requests.
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Process guest check-out, including service payments, retail purchases, gift cards, discounts, gratuities, and applicable charges.
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Maintain accurate guest records, appointment notes, preferences, intake forms, and service documentation as required.
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Promote spa services, enhancements, packages, memberships, retail products, gift cards, and rebooking opportunities.
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Assist guests with product recommendations and retail purchases in a professional and non-pressure manner.
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Maintain cleanliness and organization of the spa reception desk, waiting area, retail displays, product shelves, and guest-facing spaces.
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Restock brochures, menus, intake forms, retail items, guest amenities, and front desk supplies as needed.
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Monitor retail inventory and communicate low stock, product needs, or display concerns to the Spa Supervisor.
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Assist with opening and closing procedures, including preparing the reception area, checking schedules, balancing transactions, and securing the area as required.
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Communicate guest complaints, appointment delays, service issues, maintenance concerns, or safety concerns to the Spa Supervisor.
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Support cleanliness and guest readiness by coordinating with Housekeeping, Laundry, and spa staff regarding linens, towels, robes, and amenities.
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Maintain knowledge of hotel outlets, property amenities, directions, hours of operation, and guest services.
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Assist with spa promotions, group bookings, special events, bridal services, and hotel packages when needed.
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Follow all cash handling, payment processing, privacy, safety, and sanitation procedures.
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Maintain a professional appearance and follow all hotel grooming, uniform, and attendance standards.
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Assist the Spa Supervisor with basic administrative tasks, reports, inventory support, guest follow-up, and operational communication.
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Perform other duties as assigned by the Spa Supervisor or hotel leadership.
Qualified candidates should possess the following:
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Previous spa, hotel, resort, salon, retail, front desk, or guest service experience preferred.
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Strong guest service skills with the ability to create a welcoming and professional first impression.
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Excellent communication and phone etiquette with the ability to answer questions clearly and professionally.
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Strong organizational skills with attention to detail, accuracy, appointment timing, and follow-up.
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Ability to use booking systems, point-of-sale systems, email, basic computer programs, and office equipment.
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Ability to handle payments, retail sales, gift cards, discounts, and guest transactions accurately.
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Knowledge of spa services, retail products, upselling, scheduling, and guest check-in/check-out procedures preferred.
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Must be flexible and available to work weekends, holidays, mornings, evenings, and business-demand shifts as needed.
