Spa Guest Experience Lead

The Edgewater Hotel; Madison (WI); On-site; USD 36,000 - 42,000; Full time

Benefits offered by this job

Medical, Dental, Vision insurance

Paid Time Off (PTO)

401K matching

Voluntary life insurance

Spa and Restaurant discounts

Discounted parking or bus pass

Job summary

The Edgewater Hotel in Madison, WI is seeking a Spa Receptionist to be the friendly first contact for guests, guiding them through intake, bookings, and spa services. You will enhance guest experiences with a warm, efficient presence and knowledge of spa offerings.

Responsibilities include greeting guests, booking appointments, promoting spa products, handling checkout, and collaborating with managers to ensure smooth operations. Prior experience in luxury hospitality is a plus.

Qualifications

• Previous reception experience with luxury spa or hospitality reception role is a plus.
• Previous Spa Booker software experience is a plus.
• Prior service and/or product sales experience.
• Able to use a computer and type quickly and efficiently.
• A caring, outgoing individual who can meet/exceed customer expectations.
• Excellent customer service skills with the desire to work in a team environment.

Responsibilities

• Greet guests warmly, and process intake paperwork. Guide guests to relaxation lounges or locker rooms and assist them with directions on where to wait for appointment and enjoy spa amenities.
• Build good relationships with repeat guests and members, being warm and friendly at each visit. Strive to remember their names and preferences.
• Work to ensure the needs of the guests are met, and that their experience is relaxing and enjoyable.
• Answer phones and book appointments, maintain and coordinate spa appointments to maximize revenue based on guidelines provided by Manager and, with providers, from time to time. If provider requests/schedules conflict with Manager schedule, consult with Manager (or Supervisor) on duty about changes to be made.
• Be knowledgeable of spa services and amenities, recommend treatments, add-ons and/or experiences.
• Be knowledgeable about retail product lines, sell product and respond to questions of guests.
• Sell gift cards and gift card memberships.
• Assist spa guests with requests for food and beverage, order from in room dining and other Edgewater restaurants (or outside as approved by Manager).
• At checkout, inquire about the quality of treatments and experience at check out, resolve issues (or ask Manager for assistance) and report issues to Manager.
• At checkout, process checks, ensure retail is added and tips processed appropriately. Log and file cash tips for drop at the end of the night.
• Members of the spa have the responsibility to promote the brand of The Spa and The Edgewater, giving customers a positive impression and enjoyable experience at all times.
• Follow company policies and procedures, and spa protocols and brand standards.
• Keep retail items and spa displays neat and orderly.
• Assist with attending duties as needed.
• Assist with ordering, cataloging and inventory of items as needed, with instruction of Manager.
• Assist other departments as instructed by Manager during high need periods.
• Perform other duties as assigned by Manager.
• Be effective in the duties of the spa.

Skills

Reception experience

Spa Booker software

Sales experience

Computer literacy

Customer service

Job description

The Edgewater Hotel in Madison, WI is seeking a Spa Receptionist to be the friendly first contact for guests, guiding them through intake, bookings, and spa services. You will enhance guest experiences with a warm, efficient presence and knowledge of spa offerings.

Responsibilities include greeting guests, booking appointments, promoting spa products, handling checkout, and collaborating with managers to ensure smooth operations. Prior experience in luxury hospitality is a plus.