Spa Front Desk Reception

The Role

The Wellness Guide serves as the first and last impression of THE WELL. This role is responsible for delivering a seamless, elevated guest experience while supporting reservations, retail sales, scheduling accuracy, and daily front desk operations. You will act as an ambassador of the brand — welcoming members and guests, guiding them through their visit, supporting treatment and program bookings, and driving retail and rebooking opportunities. This role requires warmth, professionalism, and comfort operating in a fast-paced luxury hospitality environment.

Key Responsibilities

• Provide a warm, anticipatory greeting and guide guests through check-in and orientation
• Manage phone, email, and CRM communications with professionalism and efficiency
• Support service recovery with composure and discretion
• Maintain accurate and confidential guest profiles
• Maximize treatment and program bookings through effective scheduling
• Encourage rebooking and long-term treatment planning
• Support retail sales by reinforcing therapist recommendations and educating guests on product offerings
• Maintain in-depth knowledge of services, pricing, and wellness offerings
• Execute accurate check-in and check-out procedures
• Complete daily opening/closing responsibilities and reporting
• Maintain cleanliness and organization of the reception and retail areas
• Provide cross-departmental support during peak business periods

Qualifications

• 1–2 years of experience in hospitality, luxury retail, wellness, or guest services
• Strong communication, organizational, and multitasking skills
• Confidence supporting sales and revenue goals
• Professional presence and polished demeanor
• Ability to remain calm and solution-oriented under pressure
• Flexibility to work mornings, evenings, weekends, and holidays
• Experience with scheduling systems (Zenoti or similar platforms), a plus
• Bilingual ability (Spanish preferred), a plus