Job Summary

The Receptionist is responsible for creating exceptional first and last impressions while delivering a Forbes Five-Star guest experience throughout every stage of the guest journey. Serving as the primary point of contact for the spa, this role coordinates reservations, welcomes guests, provides personalized recommendations, promotes retail and wellness experiences, and ensures seamless communication between guests, therapists, and resort departments. 

The Receptionist combines exceptional hospitality with strong organizational, sales, and administrative skills to maximize guest satisfaction, operational efficiency, and revenue while upholding the luxury standards of One&Only.  

Key Duties & Responsibilities 

• Welcome every guest with warmth, professionalism, and genuine hospitality, creating an exceptional first and lasting impression. 

• Deliver a Forbes Five-Star guest experience by anticipating needs and providing personalized, attentive service throughout the guest journey. 

• Manage all incoming calls, emails, and reservation requests promptly, professionally, and in accordance with departmental standards. 

• Coordinate spa reservations using the spa management system, optimizing therapist utilization while balancing guest preferences, treatment requirements, and operational efficiency. 

• Maintain expert knowledge of spa treatments, wellness experiences, retail products, pricing, contraindications, memberships, promotions, and resort amenities to confidently guide guest recommendations. 

• Conduct personalized consultations to recommend treatments, enhancements, retail products, and wellness experiences that align with each guest's goals. 

• Promote spa services, treatment enhancements, packages, memberships, and retail products to maximize guest satisfaction and departmental revenue. 

• Ensure a seamless guest arrival experience by coordinating consultations, welcome amenities, refreshments, slippers, and timely therapist introductions. 

• Escort guests to relaxation areas when appropriate, ensuring their comfort prior to treatment. 

• Coordinate VIP arrivals, celebrations, group reservations, weddings, homeowner experiences, and special requests while communicating all pertinent information to the operational team. 

• Maintain accurate guest profiles, preferences, allergies, medical considerations, and service notes within the spa management system. 

• Confirm appointments, manage modifications, cancellations, waitlists, and follow established cancellation and deposit policies. 

• Monitor daily schedules and proactively adjust bookings to maximize productivity, minimize gaps, and optimize revenue opportunities. 

• Communicate special guest requests, service modifications, and operational updates effectively with therapists, attendants, and leadership. 

• Process guest payments, room charges, gratuities, gift cards, memberships, and retail purchases accurately in accordance with resort financial procedures. 

• Complete daily cashiering, reconciliation, administrative reporting, confirmations, celebration cards, and other required documentation accurately and on time. 

• Maintain a clean, organized, and welcoming reception area that reflects One&Only and Forbes Five-Star presentation standards. 

• Ensure reception, retail displays, beverage stations, guest amenities, and welcome areas remain fully stocked, organized, and impeccably presented. 

• Monitor retail inventory levels, process product requests, replenish displays, and communicate inventory needs to leadership. 

• Conduct spa facility tours and provide guests with information regarding wellness amenities, hydrothermal facilities, fitness offerings, and resort experiences. 

• Respond to guest concerns promptly, professionally, and with discretion, resolving issues whenever possible while escalating concerns appropriately. 

• Build meaningful guest relationships through personalized recognition, thoughtful follow-up, and exceptional hospitality that encourages loyalty and repeat visitation. 

• Communicate effectively with Spa, Concierge, Housekeeping, Engineering, Security, and other resort departments to ensure seamless guest experiences. 

• Report maintenance concerns, equipment issues, safety hazards, and operational deficiencies promptly. 

• Assist with opening and closing procedures, ensuring all operational checklists are completed accurately. 

• Perform additional responsibilities as assigned by the Manager, Wellness or other members of management.