Spa Guest Experience Attendant

FAENA•Miami Beach, FL

About The Position

The Spa Guest Experience Attendant is a highly visible, guest-facing member of the Tierra Santa Healing House team, responsible for creating a warm, personalized, and seamless spa experience. The attendant welcomes and orients guests, anticipates individual needs, provides attentive service, and ensures interactions reflect Faena culture and luxury and Forbes service standards. The position requires strong knowledge of Tierra Santa Healing House, including its story, philosophy, facilities, amenities, treatments, and services, and the ability to communicate this information confidently. The attendant builds meaningful connections by recognizing guest names, preferences, and special occasions while maintaining discretion and professionalism. The role also supports a clean, organized, tranquil, and well-presented guest environment and coordinates with Spa colleagues and other hotel team members to respond to guest and operational needs.

Requirements

Previous luxury hospitality, spa, wellness, hotel, or high-end guest service experience is preferred.
Demonstrated ability to provide polished, personalized, and anticipatory service.
Ability to communicate clearly, confidently, and professionally in English with guests and team members, including providing detailed spa orientations and service information.
Ability to learn and confidently communicate the Tierra Santa Healing House story, facilities, amenities, treatments, and services.
Strong interpersonal skills and ability to engage guests while maintaining professionalism, discretion, and appropriate boundaries.
Excellent attention to detail and ability to recognize subtle guest needs and service opportunities.
Ability to remain composed, gracious, and professional in a luxury service environment.
Strong organizational skills and ability to manage multiple guest and operational priorities simultaneously.
Ability to collaborate effectively with Spa colleagues and other hotel departments.
Flexible availability for varying schedules, including weekends, holidays, and evenings, based on business needs.
Ability to stand and walk for extended periods and frequently move throughout spa, locker, relaxation, wet, fitness, and guest areas.
Ability to safely navigate wet surfaces and varying temperatures.
Ability to bend, reach, push, pull, lift, carry, and transport linens, supplies, amenities, and other items consistent with operational responsibilities, with or without reasonable accommodation.
Regular availability to work weekends, holidays, evenings, and other shifts as scheduled.

Nice To Haves

Previous luxury hospitality, spa, wellness, hotel, or high-end guest service experience.

Responsibilities

Welcome and acknowledge guests and provide an elevated first impression consistent with Faena and Forbes service standards.
Assist guests with lockers, robes, slippers, towels, and other items needed for their spa experience.
Provide thorough and engaging orientations of spa facilities, amenities, and services.
Communicate the Tierra Santa Healing House story, philosophy, concept, facilities, amenities, treatments, services, etiquette, and relevant instructions to guests.
Escort and guide guests through the spa as needed, taking their needs and preferences into account.
Build genuine guest connections by recognizing guest names and remembering relevant preferences and special occasions when known.
Anticipate guest needs and proactively offer assistance.
Check on guests using spa facilities and offer or replenish beverages, refreshments, towels, and other amenities.
Personalize guest experiences and communicate relevant guest preferences or needs to Spa team members.
Maintain awareness of VIPs, repeat guests, hotel guests, members, and other special guest considerations with discretion and confidentiality.
Respond promptly and professionally to guest questions, requests, concerns, and service opportunities; escalate matters when appropriate.
Monitor guest-facing areas for cleanliness, organization, presentation, and a tranquil atmosphere.
Maintain the presentation and organization of lockers, linens, refreshments, amenities, and other guest supplies in assigned areas.
Coordinate with Spa Operations Attendants regarding replenishment, cleanliness, linen, and presentation needs.
Address minor presentation concerns and communicate larger operational needs to the appropriate team member or leader.
Communicate with Spa Reception, therapists, Spa Operations Attendants, leadership, and other team members about guest needs and operational considerations.
Participate in daily pre-shift meetings and stay informed about VIPs, special occasions, hotel activity, spa programming, promotions, and operational information.
Maintain knowledge of facilities, services, amenities, operating hours, policies, and applicable service standards.
Participate in required training and maintain knowledge of Faena culture, Tierra Santa Healing House, Forbes standards, and spa offerings.
Follow company policies, departmental procedures, safety requirements, sanitation standards, and rules of conduct.
Promptly communicate significant guest, employee, safety, security, maintenance, or operational concerns to management.
Perform other job-related duties assigned by management.