Wellness Guest Services Front Desk Agent

Job Description

Job Description

About Belden House & Mews

A cherished heritage of hospitality has been distilled into the spirit of welcome you feel within Belden House & Mews. Created to delight and impress, Belden House is sumptuously designed and restored, brimming with splendor and perfectly appointed in every detail. It is reflected by a world-class team whose personalized, anticipatory intimate service is geared to providing a world class guest experience.

Who We Are

We value our staff, our guests, our community, and are committed to preserving the environment we inhabit. Our culture is all about collaboration, dedication, and best-in-class customer service. Details matter at Belden House & Mews. We love what we do, and we love rolling up our sleeves to help each other in any department, in any way. When any one person or department succeeds ? we all succeed!

Job Summary

The Wellness & Guest Services Agent is a hybrid role that supports both the Belden Bathhouse and the front desk at Belden House & Mews, expanding our coverage across guest arrivals, spa reception, and wellness bookings. Reporting to the Wellness Manager and the General Manager, this person is often the first and last touchpoint for our guests and members, delivering a warm, anticipatory welcome and a seamless experience from check-in to treatment. The ideal candidate is polished, organized, picks up new systems quickly, and is comfortable moving between the front desk and the bathhouse as the day requires.

Key Responsibilities

Belden Bathhouse Reception & Wellness Bookings

• Greet and check in guests and members for spa treatments, bathhouse access, and movement classes, providing an orientation to the bathhouse facilities and protocols
• Book, confirm, modify, and cancel treatments and classes in Book4Time, following our Wellness Cancellation & Reschedule SOP
• Process wellness charges and retail sales, and post all revenue accurately to guest and member folios in Opera
• Own the wellness phone line and inbox, responding to inquiries and supporting pre-arrival planning for spa and wellness itineraries
• Maintain the bathhouse reception, relaxation areas, and changing rooms to our standards of hygiene, safety, and ambiance, including restocking linens and amenities
• Support retail displays, inventory counts, and restocking of Wildsmith and partner brand products
• Communicate with therapists, trainers, and wellness practitioners on schedule changes, room turnover, and guest preferences

Front Desk & Guest Services

• Answer all incoming calls for the property and process check-ins and check-outs
• Review guest information in Opera daily to ensure accuracy of reservation details and billing
• Process billing and payments accurately and efficiently, following proper cash handling and payment procedures
• Own the front desk inbox and reply to guest emails promptly and professionally
• Assist with concierge requests, including dining and room reservations in the absence of the reservationist
• Provide tours of the main buildings and grounds upon arrival, familiarizing guests with our facilities and offerings
• Address guest concerns and resolve issues in a timely manner, escalating to the General Manager or Wellness Manager as needed
• Follow the daily shift checklist and maintain an organized, clean front desk and lobby
• Execute monthly inventory of operational items to ensure proper stock for efficient guest service
• Follow company procedures for safety, security, and guest privacy

Guest Experience & Revenue

• Drive awareness of our wellness offerings at every touchpoint, recommending spa services, movement classes, programming, and retail at arrival, check-in, and in pre-arrival communications
• Upsell hotel and wellness amenities to increase revenue and enrich each stay
• Monitor guest satisfaction and share feedback and preferences with the Wellness Manager and General Manager
• Collaborate with wellness, rooms, F&B, and sales & marketing teams to deliver a seamless luxury experience
• All other duties as assigned