Full job description

Spa Receptionist

At Westin Hotels, We are committed to empowering the well-being of our guests by providing a refreshing environment, thoughtful amenities, and revitalizing programming to help ensure that they leave feeling better than when they arrived. We recognize that travel can be disruptive to our guests’ well-being, and we’re energized to assist as partners in helping them maintain control and soaring above it all while on the road. Everything we do is designed to help guests be at their best, and they appreciate our supportive attitude, anticipatory services and extensive knowledge on how to best assist them throughout their stay. We are looking for dynamic people who are excited to join the team and ready to jump into any situation to give a helping hand. If you’re someone who is positive, adaptable and intuitive, and has a genuine interest in the well-being of others around you, we invite you to discover how at Westin, together we can rise.

Job Summary

The Spa Receptionist plays a crucial role in the overall customer service at the spa. They are often the first point of contact for clients, setting the tone for their visit and ensuring that all interactions are positive. By efficiently managing appointments and providing excellent service, spa receptionist contributes significantly to client satisfaction and the spa’s success. The spa receptionist is responsible for managing front desk operations, including greeting guests, scheduling appointments and providing information about spa services. They ensure a seamless check-in process while delivering outstanding customer service to enhance the overall guest experience.

Key Responsibilities:

• Schedule spa services to create the best spa experience using spa reservations software system.
• Ensure guests understand the spa amenities and what the spa provides and help them be ready for the day.
• Promote and sell spa treatments, add-ons and upgrades.
• Call guests to confirm scheduled services. Answering questions about available services.
• Check spa voicemails and emails throughout the day and reply accordingly.
• Update the reservations/cancellations throughout the day. Inform providers of last-minute changes, and resolve scheduling issues as needed with supervisor/manager.
• Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation.
• Check in guests for appointments, confirm first and last name, and provide general spa orientation to guests upon arrival.
• Provide guests with full tour of the spa and the amenities.
• Promote and sell spa services.
• Process guest payments for spa services and retail purchases and maintain accurate records.
• Communicate effectively with spa therapists, resort staff and management to ensure seamless guest experience.
• Monitor and restock towels, water, and spa amenities as needed.
• Uphold and enforce resort policies, procedures, and service standards at all times.
• Notify Engineering of maintenance and repair needs.
• May be asked to perform other duties assigned.

Qualifications and Physical Requirements:

• Ability to speak with others using clear and professional language; answer telephones using appropriate etiquette.
• Previous customer service or front desk experience, preferably in spa, or hospitality setting.
• Technical proficiency: Comfort with using computers and booking software to manage appointments and transactions.
• Stand, sit or walk for an extended period.
• Move, lift, carry, pull, and place objects weighing less than or equal to 25 pounds without assistance.
• Reaching/bending for restocking, organizing, setting up supplies and merchandise.
• Ability to move quickly and efficiently in a busy environment.

In accordance with the federal Fair Credit Reporting Act (FCRA) and applicable state laws, we may obtain a consumer report (background check) on you in connection with your employment application. This report may include information about your criminal history, employment history, educational background, credit history (if applicable to the position), and other relevant details.

Before any such report is obtained, you will receive a separate written disclosure and authorization form, which you must sign for us to proceed. You will also be provided with a copy of the report and a summary of your rights under the FCRA before any adverse employment decision is made based on that information.

We are committed to complying fully with all federal, state, and local laws governing background checks and the use of consumer reports.

We are an Equal Employment Opportunity (EEO) employer and are committed to creating an inclusive and diverse workplace. We do not discriminate based on race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, sexual orientation, national origin, ancestry, citizenship status, age, physical or mental disability, medical condition, genetic information, military or veteran status, marital status, or any other characteristic protected under federal, state, or local law.