Spa Receptionist

Main Duties

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.

• 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

• 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 Power Point
• 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

Starwood Hotels is an equal opportunity employer. We believe in a diverse, sustainable workforce with an empowered, inclusive culture. We are committed to non-discrimination on any protected basis covered under applicable law. If you require any special accommodation, please visit People Operations.