The Spa Front Desk Agent plays an important role in creating an exceptional spa experience from the moment a guest arrives through the end of their visit.

As one of the first and last points of contact for our guests, this position provides a warm welcome, assists with appointments and spa recommendations, answers questions, provides spa tours, processes payments and retail purchases, and helps guests throughout their spa journey.

The Spa Front Desk Agent must be comfortable balancing multiple priorities in an environment that can shift quickly from calm to fast-paced. Success requires genuine hospitality, strong communication, attention to detail, teamwork, and the ability to anticipate guest needs.

What You'll Do

Guest Experience & Hospitality

• Warmly welcome and assist spa guests and visitors.
• Create a friendly, professional, and relaxing first and last impression.
• Answer guest questions accurately and courteously.
• Provide spa tours and help guests become comfortable with the spa environment and amenities.
• Assist guests throughout their spa experience, including coordinating requests and lunch orders when needed.
• Anticipate guest needs and look for thoughtful opportunities to surprise and delight.
• Respond to guest concerns professionally and assist with resolving issues whenever possible.
• Communicate guest needs and concerns to Spa leadership as appropriate.

Reservations & Front Desk Operations

• Answer incoming telephone calls promptly and professionally.
• Schedule, modify, and confirm spa appointments.
• Become knowledgeable about the spa treatment menu to help guests select services that best meet their needs.
• Recommend appropriate service enhancements and future treatments.
• Check guests in and out accurately and efficiently.
• Process payments, billing, discounts, and other transactions according to established procedures.
• Support retail sales by becoming familiar with spa products and recommending appropriate self-care products.
• Maintain accurate guest and appointment information.

Spa Operations

• Complete assigned daily opening, closing, and operational checklists.
• Maintain a clean, organized, welcoming, and professional front desk and reception area.
• Perform assigned light cleaning duties, including dusting designated areas and removing reception-area trash.
• Maintain workspaces, equipment, and tools according to established cleanliness and sanitation standards.
• Monitor supplies and communicate reordering needs to Spa leadership.
• Report equipment or maintenance concerns promptly.
• Become familiar with spa equipment relevant to the position and established emergency procedures.
• Assist with other operational needs throughout the spa as business demands require.

Teamwork & Communication

• Work collaboratively with Spa team members to provide a seamless guest experience.
• Maintain clear and professional communication with service providers, Spa leadership, and resort departments.
• Contribute to a healthy, respectful, and positive working environment.
• Model strong guest service, conflict resolution, and safety practices.
• Remain productive and attentive during both high-volume and slower periods.
• Perform additional duties as needed to support the service, financial, and operational goals of the Spa.

What We're Looking For

• A warm, welcoming, and professional personality.
• Genuine passion for hospitality and providing exceptional guest service.
• Excellent verbal communication and listening skills.
• Ability to remain calm and professional under pressure.
• Strong organization and prioritization skills.
• Excellent attention to detail and problem-solving abilities.
• Ability to multitask effectively in a changing environment.
• Positive and cooperative approach to teamwork.
• Comfortable recommending and selling spa services and retail products.
• Ability to effectively handle guest concerns and challenging situations.
• Dependable and flexible availability based on business needs, including weekends, evenings, and holidays.

Education & Experience

Required

• High school diploma or equivalent.
• Strong verbal communication skills.
• Previous guest service or customer service experience.

Preferred

• Previous spa, hotel, resort, or hospitality experience.
• Previous front desk, reservations, retail, or guest-service experience.
• Experience working effectively in both fast-paced and slower-volume environments.

Key Relationships

Internal: Spa leadership and team members, Department Managers, Executive Committee, Guest Services, Engineering, Sales & Catering, Housekeeping, and other resort team members.

External: Hotel and spa guests, visitors, vendors, and suppliers.

Physical Requirements

The physical requirements below are representative of those necessary to perform the essential functions of the position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Ability to stand and walk for extended periods while assisting guests and supporting Spa operations.
• Ability to move regularly between the front desk, reception area, treatment areas, locker areas, retail area, and other Spa or resort locations as required.
• Ability to perform frequent computer, telephone, and point-of-sale system functions.
• Ability to use hands and fingers for typing, processing transactions, handling retail products, and completing other front desk responsibilities.
• Ability to occasionally bend, stoop, crouch, reach, and climb stairs as required to perform assigned duties.
• Ability to lift, carry, push, or pull up to 25 pounds occasionally, including supplies, retail products, packages, and other Spa-related items.
• Ability to assist with light cleaning and organization, including dusting, removing reception-area trash, restocking products, and maintaining the front desk area.
• Ability to occasionally carry or transport guest items, supplies, and food or beverage orders as required.
• Ability to visually review reservations, guest information, retail products, transaction details, and the Spa environment.
• Ability to communicate effectively with guests and team members in person and by telephone.
• Ability to work in indoor and outdoor areas and in varying temperatures when duties require movement through the Spa or resort.
• Ability to work a flexible schedule based on business needs, including early mornings, evenings, weekends, and holidays.

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