Full job description

Front Desk & Guest Experience

• Greet clients warmly as they arrive, making them feel welcomed and relaxed.
• Check guests in and out for spa services and handle any special requests.
• Offer refreshments or guide guests to waiting areas.
• Provide information about spa services, packages, promotions, and memberships.
• Ensure guests fill out necessary forms (medical history, consent, etc.).

Scheduling & Reservations

• Answer phone calls, emails, and online booking inquiries promptly.
• Schedule, confirm, and reschedule appointments to maximize therapist utilization.
• Coordinate appointment timing to avoid overlaps or delays.
• Maintain an updated booking system (manual or digital).

Administrative & Payment Duties

• Process payments (cash, credit card, gift vouchers, memberships).
• Balance cash drawer and maintain accurate daily reports.
• Handle client records confidentially and update databases.
• Maintain stock of brochures, menus, and spa literature at the desk.

Communication & Coordination

• Liaise with therapists and other staff about appointments and special requests.
• Communicate clearly about cancellations, delays, or VIP guests.
• Relay feedback from guests to management promptly.
• Support sales of retail products and upsell treatments where appropriate.

Cleanliness & Presentation

• Keep the reception area clean, tidy, and inviting at all times.
• Ensure promotional displays are well-presented and up to date.
• Check that guest waiting areas (magazines, refreshments, etc.) are maintained.

Customer Care & Problem Solving

Encourage guests to rebook before they leave.

Handle complaints politely and escalate to the Spa Manager if needed.

Follow up with clients after visits when required (loyalty building).