Spa Receptionist

SUMMARY:

The Spa Receptionist is the first point of contact for guests visiting the lodge spa and is responsible for creating a warm, professional and luxurious experience from booking through to departure. The role combines spa reception, guest relations, administration, scheduling and retail sales, while maintaining the high service standards expected of a 5-star safari lodge. Current luxury-lodge spa vacancies similarly emphasise guest hosting, booking management, therapist coordination, administration, computer literacy and exceptional presentation.
Key Duties & Responsibilities
Spa Reception & Guest Experience

• Welcome guests warmly and professionally upon arrival at the spa.
• Create a calm, luxurious and personalised guest experience.
• Explain spa facilities, treatments, packages and wellness offerings.
• Escort guests to treatment areas where required.
• Attend to guest enquiries, requests and special requirements.
• Build positive relationships with guests and anticipate their needs.
• Handle guest complaints and service recovery professionally.
• Maintain a high level of confidentiality regarding guest information.

• Manage spa bookings via telephone, email and lodge communication channels.
• Schedule treatments according to therapist availability and guest preferences.
• Coordinate therapist diaries and daily treatment schedules.
• Confirm appointments with guests and therapists.
• Manage cancellations, amendments and no-shows.
• Coordinate spa bookings with the lodge's Front Office and Reservations teams.
• Ensure VIPs, honeymooners and special occasions receive appropriate attention.

• Maintain accurate guest profiles and treatment records.
• Capture bookings and guest information accurately on the spa/PMS system.
• Complete daily reports and relevant administrative documentation.
• Maintain accurate records of treatments, payments and retail sales.
• Assist with stock counts and monitoring of spa products.
• Ensure the reception desk and guest areas remain neat and presentable.

• Process guest payments accurately.
• Handle cash and credit-card transactions where applicable.
• Perform daily cash-ups and reconciliations.
• Ensure all treatments and retail purchases are correctly charged.
• Follow lodge financial procedures and controls.

• Promote spa treatments, packages and wellness experiences.
• Recommend suitable retail products to guests.
• Identify opportunities to upsell treatments and products without compromising the guest experience.
• Maintain attractive and well-stocked retail displays.
• Assist with achieving spa revenue and retail targets.

• Liaise closely with the Spa Manager and therapists.
• Communicate guest preferences and special requests to therapists.
• Coordinate with Front Office, Reservations, Housekeeping and Food & Beverage where necessary.
• Ensure guest information is communicated accurately between departments.
• Assist with organising special spa experiences for VIP guests.

• Maintain 5-star standards of grooming, presentation and guest service.
• Ensure spa reception and guest areas are clean, organised and welcoming.
• Follow all lodge health, safety and hygiene procedures.
• Report maintenance, safety or equipment issues immediately.
• Maintain professional knowledge of spa treatments and products.

POSITION INFO:
Minimum Qualifications & Experience
Essential:

• Grade 12 / Matric.
• Previous experience in spa reception, hotel reception, guest relations or luxury hospitality.
• Excellent verbal and written English communication.
• Strong computer literacy.
• Experience with spa booking systems, PMS or POS systems.
• Excellent customer-service and administration skills.
• Professional, well-groomed and polished appearance.

• Diploma or Certificate in Hospitality Management, Tourism, Spa Management, Beauty Therapy or Somatology.
• Previous experience in a 4- or 5-star hotel, luxury lodge or high-end spa.
• Previous experience working with international or VIP guests.
• Knowledge of spa treatments, products and wellness services.
• Previous retail sales or upselling experience.