Lux Wellness Front Desk & Spa Concierge

Appone; Litchfield (CT); On-site; USD 40,000 - 56,000; Full time

Job summary

Belden House & Mews is seeking a Wellness Guest Services Front Desk Agent to support both the Belden Bathhouse and front desk operations. You will ensure a warm, anticipatory welcome and seamless guest experiences from check-in to treatment, moving between front desk and bathhouse as needed.

The ideal candidate is polished, organized, and quick to learn new systems, with a passion for exceptional service in a luxury hospitality setting.

Responsibilities

• Greet and check in guests and members for spa treatments, bathhouse access, and movement classes, providing an orientation to the bathhouse facilities and protocols
• Book, confirm, modify, and cancel treatments and classes in Book4Time, following our Wellness Cancellation & Reschedule SOP
• Process wellness charges and retail sales, and post all revenue accurately to guest and member folios in Opera
• Own the wellness phone line and inbox, responding to inquiries and supporting pre-arrival planning for spa and wellness itineraries
• Maintain the bathhouse reception, relaxation areas, and changing rooms to our standards of hygiene, safety, and ambiance, including restocking linens and amenities
• Support retail displays, inventory counts, and restocking of Wildsmith and partner brand products
• Communicate with therapists, trainers, and wellness practitioners on schedule changes, room turnover, and guest preferences
• Answer all incoming calls for the property and process check-ins and check-outs
• Review guest information in Opera daily to ensure accuracy of reservation details and billing
• Process billing and payments accurately and efficiently, following proper cash handling and payment procedures
• Own the front desk inbox and reply to guest emails promptly and professionally
• Assist with concierge requests, including dining and room reservations in the absence of the reservationist
• Provide tours of the main buildings and grounds upon arrival, familiarizing guests with our facilities and offerings
• Address guest concerns and resolve issues in a timely manner, escalating to the General Manager or Wellness Manager as needed
• Follow the daily shift checklist and maintain an organized, clean front desk and lobby
• Execute monthly inventory of operational items to ensure proper stock for efficient guest service
• Follow company procedures for safety, security, and guest privacy
• Drive awareness of our wellness offerings at every touchpoint, recommending spa services, movement classes, programming, and retail at arrival, check-in, and in pre-arrival communications
• Upsell hotel and wellness amenities to increase revenue and enrich each stay
• Monitor guest satisfaction and share feedback and preferences with the Wellness Manager and General Manager
• Collaborate with wellness, rooms, F&B, and sales & marketing teams to deliver a seamless luxury experience
• All other duties as assigned

Job description

Belden House & Mews is seeking a Wellness Guest Services Front Desk Agent to support both the Belden Bathhouse and front desk operations. You will ensure a warm, anticipatory welcome and seamless guest experiences from check-in to treatment, moving between front desk and bathhouse as needed.

The ideal candidate is polished, organized, and quick to learn new systems, with a passion for exceptional service in a luxury hospitality setting.