Spa - Front Desk Agent

The Broadmoor • Colorado Springs, CO

1d • Onsite

About The Position

The Spa Front Desk Agent serves as an ambassador for the wellness facility, creating exceptional first and last impressions while providing personalized, luxury-level guest service. The role coordinates guest arrivals and spa itineraries, supports reservations and communication among guests and spa professionals, promotes retail offerings, processes transactions, and helps ensure a seamless guest experience. The agent anticipates guest needs, resolves concerns, and maintains high standards of hospitality, professionalism, discretion, and confidentiality.

The position also supports retail inventory and merchandising, maintains an orderly reception and retail environment, coordinates with resort departments, and assists with events, wellness programs, and operational activities. The agent is expected to comply with The Broadmoor’s guidelines, procedures, and safety policies and to learn about the resort’s history, properties, culinary offerings, and retail outlets.

Requirements

• High school diploma or GED equivalent.
• Valid driver’s license; employees operating Broadmoor vehicles must be at least 18 years old.
• Proficiency with spa or hotel reservation software and ability to use Microsoft Office for documentation and email.
• Exceptional emotional intelligence, grace under pressure, polished personal presentation, discretion, and strict confidentiality.
• Strong communication, negotiation, and conflict-resolution skills, and ability to work in a fast-paced environment.
• Ability to lift, pull, or push up to 50 pounds with assistance and proper safety practices.
• Flexible schedule, including weekends and holidays, as required by the calendar of events.
• Ability to collaborate positively with colleagues and contribute to team results.

Nice To Haves

• Previous experience in luxury customer service, hotel front desk, or spa; equivalent combinations of relevant education and professional background will also be considered.

Responsibilities

• Welcome arriving guests promptly with a warm, personalized greeting.
• Orient guests to the spa and provide tours of its facilities and amenities.
• Anticipate guest needs and provide personalized service to support guest satisfaction.
• Coordinate and manage individual, couple, and group spa and salon reservations using scheduling systems.
• Contact guests before arrival to confirm appointments, treatments, intake documents, special requests, and itinerary details.
• Coordinate communication among guests, spa professionals, and spa leadership to support scheduling and service delivery.
• Manage appointment changes, schedule adjustments, late arrivals, waitlists, and last-minute requests.
• Process payments, room charges, gift certificates, package redemptions, retail purchases, and cash, credit card, or complimentary transactions.
• Reconcile cash banks, process gratuities, balance point-of-sale transactions, and prepare end-of-day accounting reports.
• Promote and sell skincare, wellness, beauty, and lifestyle products and provide product recommendations.
• Assist with retail inventory, displays, replenishment, and presentation standards.
• Maintain a pristine, tranquil, and organized reception, lobby, and retail environment.
• Monitor facility conditions and report maintenance, housekeeping, engineering, or operational concerns.
• Coordinate with Housekeeping, Guest Services, Concierge, and Hotel Front Desk teams to support the guest journey.
• Answer guest questions about spa services, memberships, wellness programs, facility policies, and resort offerings.
• Protect guest confidentiality and maintain professionalism, discretion, and hospitality.
• Support special events, wellness programs, promotional initiatives, and other operational activities.
• Comply with The Broadmoor’s guidelines, procedures, safety policies, and standards of excellence.
• Learn about The Broadmoor’s history, estate grounds, wilderness properties, culinary offerings, and retail outlets.
• Perform other duties as assigned.

Benefits

• Comprehensive health insurance.
• Dental insurance.
• 401(k) retirement plan.
• Exclusive local discounts.
• Professional growth, hands-on development, training, and mentorship from industry experts.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED