Spa - Front Desk Agent

The Broadmoor Hotel's Talent Acquisition Team•Colorado Springs, CO

2d•Onsite

About The Position

The Spa Front Desk Agent serves as the primary ambassador for the wellness facility, creating exceptional first and last impressions through personalized, luxury-level service. The role coordinates guest arrivals and spa itineraries, promotes retail offerings, facilitates communication between departments, and operates point-of-sale systems accurately. The agent anticipates guest needs, resolves concerns, and upholds high standards of hospitality and professionalism. The position coordinates reservations and guest communications, handles payments and end-of-day accounting, supports retail inventory and merchandising, and maintains an organized reception and retail environment. It partners with hotel and spa teams to deliver a seamless guest experience, responds to inquiries about spa and resort offerings, and supports special events and wellness programs. The agent must comply with The Broadmoor’s guidelines, procedures, safety policies, and standards of excellence, and be willing to learn about the resort and its offerings.

Requirements

High school diploma or GED equivalent.
A valid driver’s license; employees operating Broadmoor vehicles must be at least 18 years old.
Proficiency in spa or hotel reservation software and ability to use Microsoft Office for documentation and email communication.
Exceptional emotional intelligence, grace under pressure, polished personal presentation, discretion, and strict confidentiality.
Teamwork skills and the ability to collaborate positively with colleagues.
Excellent 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.

Nice To Haves

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

Responsibilities

Greet arriving guests warmly and provide a personalized welcome.
Provide spa orientations and tours of facilities and amenities.
Anticipate guest needs and deliver personalized service to support guest satisfaction.
Coordinate individual, couple, and group spa and salon reservations using spa management systems.
Contact guests before arrival to confirm appointments, treatments, intake documentation, special requests, and itinerary details.
Serve as a communication liaison among guests, spa professionals, and spa leadership.
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, and complimentary transactions.
Reconcile cash banks, process gratuities, balance point-of-sale transactions, and generate end-of-day accounting reports.
Promote and sell retail products and provide product recommendations.
Assist with retail inventory, merchandising, stock replenishment, and product presentation.
Maintain a pristine and organized reception, lobby, and retail environment.
Monitor facility conditions and communicate maintenance, housekeeping, engineering, or operational concerns to the appropriate department.
Partner with Housekeeping, Guest Services, Concierge, and Hotel Front Desk teams to support the guest journey.
Respond to inquiries about spa services, memberships, wellness programs, facility policies, and resort offerings.
Protect guest confidentiality and maintain professionalism and discretion.
Support special events, wellness programs, promotional initiatives, and other operational activities.
Comply with company guidelines, operational procedures, safety policies, and institutional standards.
Learn about The Broadmoor’s history, grounds, wilderness properties, culinary offerings, and retail outlets.
Perform other duties as assigned.