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About the Role
The Spa Receptionist is the first point of contact for all spa guests, playing a key role in delivering an exceptional luxury experience. This role handles reservations, check-ins, check-outs, retail sales, and guest communication with grace, efficiency, and professionalism, ensuring a seamless and personalized spa journey while supporting overall spa operations.
Responsibilities
- Welcome guests warmly, providing an attentive and polished greeting upon arrival.
- Escort or direct guests through their spa journey, ensuring comfort and clarity.
- Anticipate guest needs and respond promptly to requests, preferences, and concerns.
- Provide knowledgeable recommendations on treatments, spa experiences, memberships, and retail products.
- Maintain a calm, luxurious atmosphere in the reception and retail areas.
- Manage all spa bookings, confirmations, modifications, and cancellations with accuracy.
- Maintain a deep understanding of treatment menu offerings, therapist specialties, and treatment durations.
- Optimize the schedule to maximize therapist productivity and guest satisfaction.
- Handle guest check-ins and check-outs efficiently, including payment processing and charges.
- Answer emails, calls, and inquiries promptly and professionally.
- Offer thoughtful product recommendations and assist guests in selecting retail items that suit their wellness needs.
- Ensure retail displays are immaculate, fully stocked, and visually appealing.
- Support monthly inventory counts, restocking, and reporting.
- Promote spa promotions, special packages, and seasonal experiences.
- Communicate guest information, preferences, or special requests to therapists and spa leadership.
- Maintain cleanliness and presentation of the front desk, retail area, and relaxation spaces.
- Assist with locker room or facility needs during peak times.
- Participate in daily briefings and contribute to a collaborative team environment.
- Handle sensitive guest information with confidentiality.
- Follow all cash-handling policies and financial protocols.
- Maintain knowledge of spa safety procedures and emergency protocols.
- Ensure adherence to brand standards, SOPs, and service guidelines.
Requirements
- Previous experience in luxury hospitality, retail, spa, front desk, or concierge roles strongly preferred.
- Exceptional communication, interpersonal, and guest-service skills.
- Strong multitasking abilities and comfort working in a fast-paced, serene environment.
- Proficiency in spa software/POS systems (e.g., Book4Time, SpaSoft, Mindbody, etc.).
- Professional appearance and polished demeanor.
- Flexible availability, including weekends and holidays.
- Warm, gracious, and naturally service-oriented.
- Highly organized, detail-focused, and proactive.
- Confident in recommending services and retail products.
- Able to remain calm, composed, and guest-focused under pressure.
- Team player with a positive, solution-oriented attitude.
Skills
- Communication
- Interpersonal skills
- Guest service
- Multitasking
- Spa software proficiency
- POS systems proficiency
- Organization
- Detail-oriented
- Proactive
- Sales recommendations
- Calm under pressure
- Teamwork
Location
- Nob Hill, San Francisco
Work Type
- Full-time
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Short-term disability insurance
- Long-term disability insurance
- 401(k) Retirement Plan with employer matching contributions
- Paid holidays
- Paid vacation
- Paid sick leave
- Employee assistance program (EAP)
- Educational opportunities / Tuition reimbursement
- Paid jury duty leave
- Paid personal leave
- Paid medical leave
- Paid military leave
About the Company
- Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America.
- With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition.
- Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen.
- The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value.
- With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands.