Spa Receptionist

Starwood Hotels•Austin, TX

6d•Onsite

About The Position

The Spa Receptionist is responsible for creating a warm, polished, and welcoming first and last impression for spa guests, both in person and over the phone. This role supports the seamless operation of the spa by managing appointments, guest flow, payments, and administrative functions while delivering a luxury, personalized guest experience aligned with brand standards and Forbes service expectations.

Requirements

Prior experience in a high-volume luxury spa or resort environment preferred
Excellent verbal communication skills, polished phone etiquette, and guest-facing presence
Strong organizational skills with the ability to multitask and prioritize in a fast-paced environment
Proficiency in Microsoft Office including Outlook, Word, Excel, and PowerPoint
Previous cash handling experience preferred
Strong attention to detail and accuracy in scheduling, billing, and guest records
Ability to remain calm, professional, and solution-oriented under pressure
Flexibility to work varying schedules including weekends and holidays based on business needs

Responsibilities

Greet and welcome guests in person and over the phone with a warm, professional, and engaging demeanor
Accurately schedule, modify, and confirm spa and salon appointments via phone, online systems, and in person
Maintain comprehensive knowledge of all spa treatments, salon services, amenities, packages, and retail offerings and actively suggest services to drive revenue while maintaining service standards
Assist guests with spa check-in and check-out processes, including verification of reservations, spa access, and preferences
Process payments accurately and securely for spa services and retail products, properly accounting for all transactions and tenders
Reconcile daily sales, deposits, invoices, and financial reports in accordance with departmental procedures
Address guest inquiries, requests, and concerns promptly and professionally, resolving issues or escalating as needed
Coordinate with therapists, technicians, fitness staff, and spa leadership to ensure smooth guest flow and service delivery
Maintain cleanliness, organization, and presentation of all spa areas including reception, retail displays, storage areas, back-of-house spaces, staff break rooms, and dispensary areas
Monitor, restock, and maintain product, linen, and supply inventories daily and communicate shortages to leadership
Assist in the fitness area as needed by welcoming guests, answering questions, and ensuring equipment and spaces are guest-ready
Maintain accurate guest profiles, notes, and preferences within spa and hotel systems
Utilize spa, hotel, and work order systems accurately and efficiently
Participate in training sessions, departmental meetings, and ongoing education
Follow all company and safety and security policies and procedures; report any maintenance problems, safety hazards, accidents, or injuries; complete required safety training and certifications; properly store flammable materials
Ensure compliance with hotel policies, procedures, and standards with self and colleagues
Ensure uniform and personal appearance are clean, polished, and professional
Maintain confidentiality of proprietary information, guest data, and financial information
Embody the 1 Hotels Vision, Mission and Compass; deliver on Our Promise, provide Good-Natured Service and uphold our Brand Pillars
Perform other reasonable job-related duties as assigned