PURPOSE

As a Spa Attendant, you play a vital role in upholding a refined standard of hospitality and creating an environment where guests feel genuinely cared for. You ensure that every treatment room, relaxation space, change room, and public spa area is prepared with care, calm, and meticulous attention to detail.

Your work directly influences the overall emotional and sensory experience of guests. You are expected to demonstrate accountability, professionalism, teamwork, attention to detail, and a commitment to continuous improvement, ensuring a seamless and restorative wellness experience for every guest.

The Spa Attendant contributes to creating a welcoming environment characterised by thoughtful service, mindful interaction, cleanliness, professionalism, and consistent attention to detail.

REPORTING STRUCTURE

MINIMUM EDUCATION, QUALIFICATIONS AND EXPERIENCE

KEY CONTACTS

KEY RESPONSIBILITIES

1. Treatment Room and Spa Environment Presentation

1. Prepare, clean, and reset treatment rooms to luxury hospitality standards before and after every treatment.
2. Ensure towels, linens, amenities, and treatment supplies are replenished, neatly stored, and aesthetically presented.
3. Maintain immaculate cleanliness across all spa areas, including relaxation lounges, bathrooms, change rooms, steam rooms, thermal areas, corridors, and waiting areas.
4. Handle cleaning chemicals and equipment safely and correctly.
5. Participate in scheduled deep cleaning activities and ensure equipment is properly maintained and cared for.
6. Ensure décor, aroma, lighting, music, and overall ambience are maintained in accordance with established spa standards.

2. Guest Experience

1. Maintain a calm, welcoming, professional, and unobtrusive presence at all times.
2. Anticipate guest needs and provide assistance wherever appropriate.
3. Observe and communicate guest preferences to the relevant supervisor or therapist team.
4. Assist with guest amenities such as infused water, refreshments, towels, blankets, and other hospitality touches.
5. Uphold guest privacy and maintain absolute discretion in all guest interactions, particularly within change rooms and relaxation areas.
6. Assist with special guest arrangements and celebrations where required.

3. Attention to Detail and Quality Control

1. Conduct a final visual inspection of treatment rooms and spa areas before they are made available to guests.
2. Report maintenance issues, damaged items, shortages, or unusual findings promptly and accurately.
3. Monitor linen quality and replace stained, damaged, or worn items as required.
4. Maintain consistency in treatment room presentation, linen standards, amenities, aromas, and overall appearance.
5. Deliver guest amenities, refreshments, or room drops where required, ensuring accuracy, care, and discretion.

4. Guest Interaction and Service

1. Greet guests warmly and professionally.
2. Assist guests in navigating the spa, including change rooms, relaxation areas, treatment areas, pool areas, and other facilities.
3. Support therapists and supervisors by assisting with guest flow during busy periods.
4. Respond to guest requests promptly and professionally.
5. Escalate guest concerns, special requests, or service issues to the appropriate supervisor or manager.

5. Health, Safety and Hygiene

1. Follow all hygiene, sanitisation, infection control, health, and safety procedures.
2. Ensure spa areas are maintained to the required hygiene and presentation standards.
3. Use, store, and dispose of cleaning materials and spa waste correctly.
4. Follow all procedures relating to chemicals, cleaning equipment, laundry, and other operational materials.
5. Report hazards, accidents, incidents, damaged equipment, or unsafe conditions immediately.
6. Maintain clean and organised back of house areas, supply cupboards, laundry facilities, and storage areas.

6. Laundry and Linen Handling

1. Assist with the sorting, washing, drying, folding, pressing, and storage of spa linens.
2. Ensure linen is handled correctly and stored in a clean, organised, and hygienic manner.
3. Take appropriate care when handling delicate fabrics and guest laundry items.
4. Monitor laundry supplies and report shortages, quality issues, or equipment problems to the relevant supervisor.

7. Efficiency and Time Management

1. Prepare treatment rooms within required turnaround times without compromising quality.
2. Prioritise tasks effectively during periods of high occupancy or peak treatment schedules.
3. Communicate room status and readiness to therapists, supervisors, and management.
4. Complete daily checklists and proactively manage assigned responsibilities.
5. Assist with opening and closing procedures to ensure the spa is consistently guest-ready.

8. Teamwork and Communication

1. Participate in team handovers, briefings, and daily operational discussions.
2. Communicate observations, concerns, operational issues, and guest feedback promptly and constructively.
3. Accept coaching and feedback positively.
4. Participate in ongoing training and development.
5. Support improvements to procedures, service standards, and operational practices.
6. Assist colleagues when required and contribute to a cooperative, respectful, and solutions focused working environment.

9. Stock and Supply Management

1. Replenish and rotate spa stock, including linens, amenities, consumables, refreshments, and other guest supplies.
2. Check expiry dates and product quality for guest facing items.
3. Assist with receiving and storing deliveries.
4. Maintain accurate records where required.
5. Report discrepancies, damaged products, or low stock levels promptly.
6. Ensure stock rooms and storage areas remain clean, organised, and appropriately maintained.

10. Pool and Wellness Area

1. Maintain cleanliness and order in spa pools, outdoor wellness areas, and other designated guest facilities.
2. Ensure loungers, towels, umbrellas, refreshments, and guest amenities are consistently replenished and presented appropriately.
3. Assist guests with basic requests such as towel service, water, and general directions.
4. Report maintenance, safety, or cleanliness concerns relating to pool and wellness areas immediately.

11. Public Area Upkeep

1. Clean and maintain corridors, staircases, restrooms, entrances, and other guest facing areas as assigned.
2. Sanitise high touch surfaces regularly.
3. Ensure public spaces remain clean, tidy, organised, and free from clutter.
4. Maintain all assigned guest areas to the required hospitality and presentation standards.

12. Professional Excellence and Accountability

1. Take ownership of assigned responsibilities and ensure tasks are completed thoroughly and consistently.
2. Maintain a polished, professional appearance and calm, courteous behaviour at all times.
3. Uphold company policies, procedures, operational standards, and health and safety requirements.
4. Demonstrate integrity, reliability, punctuality, and a proactive approach to daily responsibilities.
5. Identify potential operational challenges and take appropriate action or escalate them before they impact the guest experience.
6. Maintain confidentiality and discretion regarding guests, colleagues, and company information.
7. Commit to ongoing personal and professional development.
8. Apply feedback and lessons learned to continuously improve personal performance, service delivery, and the overall guest experience.