Spa Receptionist

Highgate Hotels•San Francisco, CA

10d•Onsite

About The Position

The Spa Receptionist is the first point of contact for all spa guests and plays a key role in delivering an exceptional luxury experience. This role handles reservations, check-ins, check-outs, retail sales, and guest communication with grace, efficiency, and professionalism. The Spa Receptionist ensures a seamless and personalized spa journey while supporting overall spa operations.

Requirements

Previous experience in luxury hospitality, retail, spa, front desk, or concierge roles strongly preferred.
Exceptional communication, interpersonal, and guest-service skills.
Strong multitasking abilities and comfort working in a fast-paced, serene environment.
Proficiency in spa software/POS systems (e.g., Book4Time, SpaSoft, Mindbody, etc.).
Professional appearance and polished demeanor.
Flexible availability, including weekends and holidays.
Warm, gracious, and naturally service-oriented.
Highly organized, detail-focused, and proactive.
Confident in recommending services and retail products.
Able to remain calm, composed, and guest-focused under pressure.
Team player with a positive, solution-oriented attitude.

Responsibilities

Welcome guests warmly, providing an attentive and polished greeting upon arrival.
Escort or direct guests through their spa journey, ensuring comfort and clarity.
Anticipate guest needs and respond promptly to requests, preferences, and concerns.
Provide knowledgeable recommendations on treatments, spa experiences, memberships, and retail products.
Maintain a calm, luxurious atmosphere in the reception and retail areas.
Manage all spa bookings, confirmations, modifications, and cancellations with accuracy.
Maintain a deep understanding of treatment menu offerings, therapist specialties, and treatment durations.
Optimize the schedule to maximize therapist productivity and guest satisfaction.
Handle guest check-ins and check-outs efficiently, including payment processing and charges.
Answer emails, calls, and inquiries promptly and professionally.
Offer thoughtful product recommendations and assist guests in selecting retail items that suit their wellness needs.
Ensure retail displays are immaculate, fully stocked, and visually appealing.
Support monthly inventory counts, restocking, and reporting.
Promote spa promotions, special packages, and seasonal experiences.
Communicate guest information, preferences, or special requests to therapists and spa leadership.
Maintain cleanliness and presentation of the front desk, retail area, and relaxation spaces.
Assist with locker room or facility needs during peak times (as needed).
Participate in daily briefings and contribute to a collaborative team environment.
Handle sensitive guest information with confidentiality.
Follow all cash-handling policies and financial protocols.
Maintain knowledge of spa safety procedures and emergency protocols.
Ensure adherence to brand standards, SOPs, and service guidelines.