Spa Receptionist

Ensemble•Santa Cruz, CA

10d•Onsite

About The Position

The Spa Receptionist is the first point of contact for guests, ensuring a seamless and welcoming experience from arrival to departure. This role combines hospitality, administrative efficiency, and retail expertise to promote spa services, manage bookings, and drive product sales. The ideal candidate is polished, professional, and passionate about wellness, with a talent for delivering personalized service. By delivering impeccable service, the Spa Receptionist will uphold La Bahia Hotel & Spa’s service standards (inspired by Forbes) while elevating our beachfront property.

Requirements

2+ years of previous experience in a luxury spa or hotel preferred
Excellent communication skills and customer service skills.
Proficient in spa booking Spa management software, Microsoft Office, and POS systems.
Ability to work efficiently in a fast-paced environment while maintaining a serene atmosphere.
Flexible to work in different shifts, including evenings, weekends, and holidays.
Capability to lift, push, and pull a moderate amount of weight (Up to 25lbs).
Ability to be standing and walking for long periods of time

Responsibilities

Warmly greet guests upon arrival, offering refreshments and guiding them through spa amenities.
Manage appointment bookings, modifications, and cancellations via phone, email, and in-person requests.
Provide detailed descriptions of spa treatments, packages, and therapist specialties to enhance guest experiences.
Check guests in/out efficiently, processing payments and handling billing inquiries with discretion.
Maintain guest profiles, tracking preferences and special requests for personalized service.
Promote and sell spa retail products (skincare, wellness items, gift cards) with expert recommendations.
Maintain an organized, visually appealing retail display, ensuring products are well-stocked and priced correctly.
Educate guests on product benefits, ingredients, and home-care routines to boost sales and satisfaction.
Process retail transactions accurately and assist with inventory management.
Coordinate with therapists and attendants to ensure smooth scheduling and guest flow.
Answer spa-related inquiries, providing accurate information on hours, services, and policies.
Assist with opening/closing procedures, including cash handling and daily reporting.
Uphold strict confidentiality and professionalism in all guest interactions.
Maintain a serene, clutter-free reception area aligned with the hotel’s luxury aesthetic.
Anticipate guest needs (e.g., booking follow-up services, arranging post-treatment amenities).
Handle guest concerns with empathy, escalating issues to management when necessary.
Ensure compliance with luxury brand standards and hotel policies.
Maintain impeccable grooming standards, wearing the assigned uniform exactly as specified (proper fit, cleanliness, and presentation at all times.
Wear the official hotel lapel pin prominently as part of the uniform requirement, unless embroidered onto uniform.
Perform all other duties that may be assigned as needed by your manager.