Spa Attendant

Spa Attendant

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy, and warmth. We tailor every aspect of our guests' stay to bring their dreams and desires to life. With an atmosphere that's chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests' expectations at every possible turn. Amidst fragrant pines and glistening peaks, One&Only Moonlight Basin is a glamorous return to simplicity. Fill days cascading down cool waters, unearthing the magic of Yellowstone National Park, skiing on world renowned slopes and retreating to floating evergreen spaces. With abundant knowledge and generosity, we anticipate our guest's every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery, and adventure. This is not simply our job, it's our passion.

Job Summary

The Receptionist is responsible for creating exceptional first and last impressions while delivering a Forbes Five-Star guest experience throughout every stage of the guest journey. Serving as the primary point of contact for the spa, this role coordinates reservations, welcomes guests, provides personalized recommendations, promotes retail and wellness experiences, and ensures seamless communication between guests, therapists, and resort departments. The Receptionist combines exceptional hospitality with strong organizational, sales, and administrative skills to maximize guest satisfaction, operational efficiency, and revenue while upholding the luxury standards of One&Only.

Key Duties & Responsibilities

Welcome every guest with warmth, professionalism, and genuine hospitality, creating an exceptional first and lasting impression.

Deliver a Forbes Five-Star guest experience by anticipating needs and providing personalized, attentive service throughout the guest journey.

Manage all incoming calls, emails, and reservation requests promptly, professionally, and in accordance with departmental standards.

Coordinate spa reservations using the spa management system, optimizing therapist utilization while balancing guest preferences, treatment requirements, and operational efficiency.

Maintain expert knowledge of spa treatments, wellness experiences, retail products, pricing, contraindications, memberships, promotions, and resort amenities to confidently guide guest recommendations.

Conduct personalized consultations to recommend treatments, enhancements, retail products, and wellness experiences that align with each guest's goals.

Promote spa services, treatment enhancements, packages, memberships, and retail products to maximize guest satisfaction and departmental revenue.

Ensure a seamless guest arrival experience by coordinating consultations, welcome amenities, refreshments, slippers, and timely therapist introductions.

Escort guests to relaxation areas when appropriate, ensuring their comfort prior to treatment.

Coordinate VIP arrivals, celebrations, group reservations, weddings, homeowner experiences, and special requests while communicating all pertinent information to the operational team.

Maintain accurate guest profiles, preferences, allergies, medical considerations, and service notes within the spa management system.

Confirm appointments, manage modifications, cancellations, waitlists, and follow established cancellation and deposit policies.

Monitor daily schedules and proactively adjust bookings to maximize productivity, minimize gaps, and optimize revenue opportunities.

Communicate special guest requests, service modifications, and operational updates effectively with therapists, attendants, and leadership.

Process guest payments, room charges, gratuities, gift cards, memberships, and retail purchases accurately in accordance with resort financial procedures.

Complete daily cashiering, reconciliation, administrative reporting, confirmations, celebration cards, and other required documentation accurately and on time.

Maintain a clean, organized, and welcoming reception area that reflects One&Only and Forbes Five-Star presentation standards.

Ensure reception, retail displays, beverage stations, guest amenities, and welcome areas remain fully stocked, organized, and impeccably presented.

Monitor retail inventory levels, process product requests, replenish displays, and communicate inventory needs to leadership.

Conduct spa facility tours and provide guests with information regarding wellness amenities, hydrothermal facilities, fitness offerings, and resort experiences.

Respond to guest concerns promptly, professionally, and with discretion, resolving issues whenever possible while escalating concerns appropriately.

Build meaningful guest relationships through personalized recognition, thoughtful follow-up, and exceptional hospitality that encourages loyalty and repeat visitation.

Communicate effectively with Spa, Concierge, Housekeeping, Engineering, Security, and other resort departments to ensure seamless guest experiences.

Report maintenance concerns, equipment issues, safety hazards, and operational deficiencies promptly.

Assist with opening and closing procedures, ensuring all operational checklists are completed accurately.

Perform additional responsibilities as assigned by the Manager, Wellness or other members of management.

Skills, Experience & Educational Requirements

High school diploma or equivalent required; additional education in hospitality, business, wellness, or a related field preferred.

Minimum two (2) years of experience in a luxury spa, hotel, resort, reception, reservations, or guest services environment preferred.

Forbes Five-Star or comparable luxury hospitality experience strongly preferred.

Exceptional guest service and interpersonal skills with a warm, polished, and professional demeanor.

Excellent verbal and written communication skills; additional language proficiency is an asset.

Strong knowledge of spa services, wellness experiences, retail products, pricing, and resort amenities, or the ability to quickly develop such knowledge.

Strong consultative sales skills with the ability to recommend treatments, enhancements, memberships, and retail products.

Proficiency with spa management and property management systems such as Zenoti and Opera, or similar platforms.

Experience processing reservations, payments, room charges, gratuities, gift cards, memberships, and retail transactions accurately.

Strong organizational, administrative, and time-management skills with exceptional attention to detail.

Ability to manage multiple priorities while remaining composed and attentive in a fast-paced luxury environment.

Strong problem-solving and service-recovery skills with the ability to resolve guest concerns professionally and discreetly.

Ability to prepare polished guest correspondence, confirmations, welcome notes, and internal communications.

Flexible availability, including evenings, weekends, holidays, and peak resort periods.

Benefits

Medical Insurance: 80% Employer-Covered (Full-Time, Year-Round Only)

Dental, Vision, and Life Insurance: 100% Employer-Covered (Full-Time, Year-Round Only)

401(k) Program Participation: 4% Employer Match (Full-Time, Year-Round Only)

25 Days of Paid Time Off (Full-Time, Year-Round Only)

Subsidized Colleague Housing

Winter Season Pass Program: Ski Pass or Fitness Pass (Subject to Availability)

Complimentary Transportation

Complimentary Meals on Shift

On-Property Discounts Across Food & Beverage, Wellness, and Retail

Travel Discounts Across Kerzner Properties Worldwide

Physical Requirements

The ideal candidate must be able to perform all physical requirements of the job in a safe manner, with or without reasonable accommodation. Physical requirements include, but are not limited to:

Standing, walking, stooping, kneeling, and bending in an operational environment for extended periods

Frequent bending, twisting, stooping, reaching, and pulling

Lifting and carrying of loads weighing up to 50 pounds

Working in outdoor environments, including high altitudes, that may present extreme weather conditions such as snow, ice, rain, heat, wind, etc.