Spa Guest Service Representative - The Springs Resort and Spa

Job Description

Job Description

Description:

The Springs Resort & Spa is seeking a warm, detail-oriented Spa Guest Service Representative to serve as the welcoming face and operational heartbeat of our Spa. This role is the first point of contact for our guests and plays a key part in shaping their overall experience—from the moment they inquire about a service to the moment they leave feeling relaxed and cared for.

The ideal candidate is highly organized, naturally hospitable, and thrives in a fast-paced, guest-centric environment. You bring professionalism, poise, and a genuine passion for wellness and luxury service.

Where You’ll Make an Impact

• Create exceptional first impressions by warmly welcoming all Spa guests and ensuring a seamless arrival and departure experience.
• Manage spa appointments with accuracy and care, including scheduling, rescheduling, and cancellations within the spa management system.
• Serve as a knowledgeable resource by answering phone, email, and in-person inquiries regarding treatments, pricing, availability, and wellness offerings.
• Educate guests on Spa services, retail products, and wellness experiences, helping guide them toward offerings that best match their needs.
• Process payments for services and retail purchases, maintaining accuracy and compliance with cash-handling and POS procedures.
• Maintain a pristine, calming, and well-organized Spa reception and guest areas in alignment with brand and luxury service standards.
• Support retail and revenue goals through thoughtful product recommendations, package promotions, and experience upgrades.
• Communicate guest preferences, special requests, and feedback to therapists and Spa leadership to deliver personalized, high-touch service.
• Resolve guest concerns with empathy and professionalism, escalating issues when appropriate to ensure guest satisfaction and service recovery.
• Maintain accurate records of guest profiles, appointments, and transactions while upholding confidentiality and data standards.
• Support guest flow and experience within the Spa and Thermal Areas, helping guide wellness enhancements and operational improvements.
• Collaborate closely with therapists, Spa leadership, and resort teams to ensure smooth daily operations and consistent guest experiences.

Required Qualifications

• High school diploma or equivalent required.
• Previous experience in a customer-facing role (hospitality, spa, hotel, retail, or wellness environment preferred).
• Strong interpersonal and communication skills, with the ability to interact professionally and warmly with guests, teammates, and leadership.
• Excellent organizational skills and attention to detail; ability to manage multiple priorities in a fast-paced, guest-focused environment.
• Proficiency with computers and point-of-sale or scheduling systems; ability to learn spa management software.
• Ability to handle confidential guest information with discretion and professionalism.
• Reliable attendance and punctuality in alignment with scheduling needs.
• Willingness to work a flexible schedule, including weekends, holidays, and peak resort periods as required by business needs.

Preferred Qualifications

• Prior experience in a spa, resort, hotel, or luxury service environment.
• Experience with booking or reservation systems and retail sales.
• Interest in wellness, spa services, or hospitality operations.
• Bilingual or multilingual communication skills (a plus).

Physical & Work Environment Requirements

• Ability to remain in a stationary position for extended periods and move throughout the Spa and guest areas as needed.
• Ability to occasionally lift, carry, or move items (e.g., retail products or supplies) consistent with job duties.
• Ability to work in a spa environment with exposure to varying temperatures, humidity, and aromas associated with wellness treatments.
• Ability to effectively communicate with guests and team members in person and via phone or computer.

The Springs Resort & Spa is an Equal Opportunity Employer.

ENGLISH:

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

SPANISH:

Este empleador participa en E-Verify y proporcionará al gobierno federal la información de su Formulario I-9 para confirmar que usted está autorizado para trabajar en los EE.UU.