SPA RECEPTIONIST

Job Description

Job Description

About the Role:

As the Thryve Spa Receptionist, you will serve as the welcoming face and primary point of contact for all members and guests visiting the spa and fitness center. Your role is critical in creating a positive first impression by providing exceptional customer service and ensuring smooth and efficient front desk operations. You will manage appointment scheduling, handle guest inquiries, and coordinate with spa therapists to optimize service delivery. This position requires maintaining a calm and professional demeanor while managing multiple tasks in a fast-paced environment. Ultimately, your efforts will contribute to an outstanding guest experience that encourages repeat visits and enhances the spa’s reputation.

Minimum Qualifications:

• Must be CPR/AED Certified
• Minimum of two years experience with customer service in a country club or service-oriented environment.
• Proven interpersonal communication skills and customer service techniques.
• Ability to function as a team player and through coaching and counseling, bring out the best in his/her staff.

Preferred Qualifications:

• Experience working in a spa, wellness center, private club, or luxury hospitality environment.
• Knowledge of health and safety regulations relevant to spa operations.
• Training in conflict resolution or guest relations.

Knowledge and Skill Requirements:

• Must possess a thorough working knowledge of computer programs including but not limited to Microsoft Excel, Word and Publisher.
• Scheduling and point of sale software knowledge preferred but not required.
• Must be sensitive to member/guest needs and wellness related issues.
• Needs a flexible schedule to work nights, days, weekends and holidays.

Responsibilities:

• Greet and welcome guests warmly upon arrival, ensuring a friendly and professional atmosphere.
• Manage appointment bookings, cancellations, and rescheduling using the spa’s scheduling software.
• Answer phone calls and respond to guest inquiries both verbally and in writing in a timely and courteous manner.
• Maintain accurate guest records and process payments efficiently at check-out.
• Coordinate with spa therapists and other staff to ensure seamless service delivery and guest satisfaction.
• Handle guest complaints or concerns with empathy and escalate issues to management when necessary.
• Maintain the cleanliness and organization of the reception area and ensure all promotional materials are up to date.
• Work flexible hours, including evenings, weekends, and holidays, to meet the spa’s operational needs.
• Evaluate and respond to all member inquiries involving member accounts.
• Ensure all club policies and procedures relating to daily operations and member facility utilization are being followed.
• Follow opening and closing procedures throughout facility including locker rooms, dispensaries, spa, salon, fitness center, studios and aquatic areas.
• Assist department leaders with special events, projects and other programming including, but not limited to lecture series, charity events and promotions.
• Replenish linens throughout facility including locker rooms, dispensaries, spa, salon, fitness center, studios and aquatic areas.
• Enhance spa experience by assisting with locker use, offering spa sandals and guiding members/guests to appropriate areas.
• Coordinate point of sale procedures for all service appointments including but not limited to Personal and Pilates training, Spa and Salon services, series redemptions, gift cards, retail transactions and guest fee purchases.
• Communicate concerns to Spa and Fitness Director or Coordinator on duty.
• Any and all other functions as deemed appropriate or necessary by the Spa and Fitness Director to ensure the overall quality of the products and services delivered to the members and guests.

Skills:

The required skills are essential for delivering excellent member/guest service and ensuring smooth front desk operations. Showing initiative allows you to anticipate guest needs and resolve issues proactively, enhancing the overall experience. Working well under pressure is critical when managing busy periods and multiple guest requests simultaneously. Effective communication, both verbal and written, ensures clear and professional interactions with guests and team members, fostering positive relationships. Flexibility in scheduling enables you to support the spa’s operational demands, including peak times and special events, ensuring consistent service quality.