Spa Receptionist & Reservations Agent

Job Title: Spa Receptionist & Reservations Agent
Department: Spa & Wellness
Reports To: Spa Manager

Job Summary:
As the Spa Receptionist & Reservations Agent, you are the first point of contact and the welcoming face of Spá Na Mara. You will handle all guest inquiries, manage treatment bookings, check guests in and out, and ensure a seamless, wellness experience from start to finish. This role combines exceptional customer service with sharp organizational skills to keep the spa running efficiently.

Core Duties and Responsibilities:
Guest Relations: Welcome guests warmly upon arrival, provide tours of the facilities, and ensure they feel comfortable and cared for throughout their visit.
Reservations Management: Handle all incoming phone calls, emails, and online booking requests. Expertly schedule appointments to maximize spa capacity and therapist efficiency.
Check-In & Check-Out: Manage the front desk queue, process payments, issue robes/lockers, and handle billing inquiries accurately using the spa’s software system.
Product & Service Knowledge: Confidently explain our full menu of treatments, wellness packages, and retail products to help guests select the best options for their needs.
Retail Sales: Actively promote and upsell spa treatments, enhancements, and retail skincare products to meet targets.
Operations Support: Maintain a pristine, organized reception area. Coordinate closely with the therapy team regarding schedule changes, delays, or special guest requests.
Feedback Handling: Professionally resolve guest complaints or issues immediately, escalating them to management when necessary.

Requirements and Qualifications:
Experience: Minimum of 1–2 years of experience in a front desk, reception, or reservations role, preferably within a luxury hotel, spa, or premium hospitality environment.
Skills: Exceptional verbal and written communication skills, a warm telephone manner, and strong multi-tasking abilities.
Technical Proficiency: Experience using spa scheduling software and basic point-of-sale (POS) systems is highly advantageous.
Attributes: A polished, professional appearance, a calm demeanor under pressure, and a passion for the health and wellness industry.
Flexibility: Ability to work a flexible schedule, including weekends, evenings, and bank holidays.