Senior Spa Assistant

The Role

As a Senior Spa Assistant, you will play a key part in delivering an exceptional luxury spa experience and therapies, ensuring every guest receives a warm welcome and outstanding service from arrival through to departure. You will support the day-to-day operation of the spa, assist in leading the team by setting high standards of guest care, and help create a relaxing, welcoming environment that reflects excellence in hospitality, wellness, and customer service. This is an excellent opportunity for someone who enjoys creating memorable guest experiences and thrives in a fast-paced, luxury spa environment.

Key Responsibilities Luxury Guest Experience & Service Excellence

• Deliver an exceptional, personalised, and seamless guest journey that reflects the highest standards of luxury hospitality.
• Create memorable first and last impressions by providing a warm, discreet, and professional welcome throughout the guest experience.
• Build genuine relationships with guests, anticipating individual preferences and responding proactively to exceed expectations.
• Provide expert knowledge of spa treatments, wellness experiences, facilities, memberships, and luxury retail products, tailoring recommendations to each guest's needs.
• Handle guest enquiries, requests, feedback, and service recovery with confidence, empathy, and professionalism, ensuring complete guest satisfaction.
• Maintain the highest standards of confidentiality, discretion, and personalised service at all times.

Spa Reception, Reservations & Administration

• Manage all guest reservations, appointments, and booking enquiries efficiently using the spa booking system, ensuring accuracy and attention to detail.
• Coordinate daily appointment schedules to maximise therapist utilisation and operational efficiency while delivering an exceptional guest experience.
• Process payments, memberships, gift vouchers, retail sales, and account transactions accurately in accordance with company procedures.
• Maintain accurate guest records, treatment histories, and correspondence whilst ensuring full compliance with GDPR and data protection requirements.
• Support daily administrative functions including reporting, filing, stock documentation, and operational communications.

Operational Excellence

• Maintain exceptional standards of cleanliness, presentation, organisation, and hygiene across all reception and guest-facing areas.
• Support the smooth day-to-day operation of the spa by collaborating effectively with therapists, management, and hotel departments.
• Act as a brand ambassador, consistently demonstrating professionalism, attention to detail, and a commitment to service excellence.
• Ensure full compliance with health and safety legislation, spa operating procedures, emergency protocols, and luxury brand standards.
• Contribute to a positive, collaborative, and high-performing team culture, supporting colleagues to deliver consistently exceptional guest experiences.

Retail & Revenue Generation

• Promote treatments, packages, and premium retail products in a consultative manner.
• Maximise opportunities to enhance the guest experience through thoughtful recommendations.
• Maintain exceptional retail presentation and stock standards.
• Identify opportunities to enhance the guest journey through personalised upselling and cross-selling, contributing to departmental revenue and commercial objectives.
• Achieve individual and team retail performance targets while maintaining an authentic, guest-focused approach.
• Ensure retail displays are impeccably presented, fully replenished, and aligned with luxury brand standards.

Skills, Experience & Attributes Essential

• Previous experience within a luxury spa, five-star hotel, wellness destination, premium hospitality, or guest services environment.
• Passion for luxury hospitality, wellness, and delivering intuitive, personalised guest experiences.
• Exceptional interpersonal and communication skills with the ability to build rapport and establish long-lasting guest relationships.
• Experience using spa booking systems, reservation software, POS systems, Microsoft Office, and administrative platforms.
• Strong organisational and time management skills with the ability to prioritise multiple tasks in a fast-paced environment.
• Excellent attention to detail, accuracy, and a proactive approach to problem-solving.
• Professional appearance, polished communication style, and the confidence to represent a luxury brand.
• Flexible approach to working shifts, weekends, and public holidays in line with business requirements.