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About the Role
The Groups Coordinator supports the growth and seamless execution of spa group business while providing exceptional front desk and guest service. This role is a key point of contact for group bookings, celebrations, corporate wellness experiences, hotel partnerships, and special events, coordinating details from initial inquiry through guest experience and follow-up. When not managing group business, the position supports daily operations of the Spa Reception Desk.
Responsibilities
- Serve as the primary point of contact for spa group inquiries and bookings.
- Respond promptly and professionally to group inquiries via phone, email, and in-person communication.
- Coordinate spa experiences for corporate groups, bridal parties, birthdays, celebrations, hotel groups, VIPs, and other special occasions.
- Work closely with the Spa Director and hotel teams to develop and execute group experiences that align with Nob Hill Spa standards.
- Coordinate treatment schedules, services, amenities, retail, food and beverage, private spaces, and other group requirements.
- Prepare and maintain group booking details, timelines, guest lists, treatment schedules, and special requests.
- Communicate group details clearly to therapists, estheticians, attendants, management, and other departments.
- Conduct group walkthroughs and assist with pre-arrival planning.
- Support the creation of customized spa experiences and packages based on group needs.
- Assist with group proposals, confirmations, deposits, payment details, and post-event follow-up.
- Maintain accurate records of group leads, bookings, revenue opportunities, and client contacts.
- Identify opportunities to increase group revenue through treatment upgrades, enhancements, retail, memberships, and additional spa experiences.
- Develop and maintain relationships with hotel departments, concierge teams, event planners, local businesses, corporate contacts, and repeat group clients.
- Follow up with group clients after their experience to encourage repeat business and referrals.
- Provide a warm, polished, and personalized welcome to every spa guest.
- Check guests in and out efficiently while maintaining luxury service standards.
- Answer phones, respond to emails, and manage guest inquiries professionally.
- Schedule, modify, and confirm spa appointments using the spa’s booking system.
- Review treatment selections and assist guests in selecting appropriate services and enhancements.
- Maintain accurate guest profiles, preferences, notes, and payment information.
- Process payments, gift certificates, memberships, and retail transactions accurately.
- Promote spa retail and recommend appropriate products based on guest needs.
- Support daily retail merchandising, inventory awareness, and product knowledge.
- Communicate treatment schedules and guest preferences to service providers.
- Coordinate with therapists, estheticians, attendants, management, hotel operations, concierge, and other departments.
- Assist with guest recovery and escalate concerns appropriately to management.
- Maintain a clean, organized, and elevated reception and retail environment.
- Support opening and closing procedures and daily spa operations.
- Uphold all Nob Hill Spa, The Huntington Hotel, and Forbes-level luxury service standards.
- Treat every guest interaction as an opportunity to enhance the guest experience and generate revenue.
- Promote appropriate treatment enhancements, retail products, memberships, gift certificates, and future appointments.
- Actively support spa group sales and repeat group business.
- Meet established individual and departmental sales goals.
- Track group opportunities and follow up consistently to convert inquiries into confirmed business.
- Partner with management to identify opportunities during slower periods, holidays, and special events.
- Maintain strong knowledge of all spa services, enhancements, retail products, memberships, promotions, and hotel offerings.
- Anticipate guest needs and create personalized experiences.
- Demonstrate confidence, warmth, discretion, and professionalism with all guests.
- Recognize VIPs, repeat guests, members, hotel guests, and special occasions.
- Handle sensitive guest situations with composure and escalate when appropriate.
- Maintain confidentiality regarding guest information and preferences.
- Consistently represent the Nob Hill Spa brand with a polished and welcoming presence.
Requirements
- Previous experience in luxury hospitality, spa, hotel, wellness, events, or guest services preferred.
- Previous group coordination, event planning, sales, or spa experience strongly preferred.
- Excellent written and verbal communication skills.
- Strong organizational skills and exceptional attention to detail.
- Ability to manage multiple priorities and deadlines simultaneously.
- Comfortable working with booking, POS, email, and other hospitality systems.
- Strong sales and relationship-building skills.
- Professional, polished, and service-oriented demeanor.
- Ability to work independently while functioning effectively as part of a team.
- Flexibility to work weekends, evenings, holidays, and special events as business needs require.
Skills
- Group coordination
- Event planning
- Sales
- Spa experience
- Guest services
- Communication skills
- Organizational skills
- Attention to detail
- Time management
- Hospitality systems
- Relationship-building
Location
- Nob Hill, San Francisco
Work Type
- Full-time
Experience Level
- Preferred experience in luxury hospitality, spa, hotel, wellness, events, or guest services.
- Strongly preferred previous group coordination, event planning, sales, or spa experience.
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.