Spa Therapist

Role Overview

This is the role that shapes a guest's first and last impression of the spa: you greet people at reception, settle them in, and make sure the calm they came for starts the moment they arrive. Working alongside the therapy team and other hotel departments, you keep the appointment book, treatment rooms and guest records running like clockwork so treatments begin on time and no detail slips. Your handling of each enquiry, upsell and re-booking has a direct effect on the spa's daily revenue and on how often guests choose to come back.

Key Responsibilities

• Welcome arriving guests, manage check-in and orient them around the spa so each visit feels personal rather than transactional.
• Own the daily appointment schedule — booking and confirming treatments, handling phone, email and in-person enquiries, and fitting in walk-ins without throwing therapists off track.
• Ask guests the right questions to recommend suitable treatments, products and packages, and keep up to date on current promotions so advice is accurate.
• Process payments, keep client records complete and accurate, and protect the confidentiality of guest information.
• Grow bookings by approaching in-house guests, conference delegates and casual visitors, suggesting upgrades and inviting guests to re-book before they leave.
• Keep the reception, treatment rooms and lounge areas clean, well stocked, tidy and genuinely restful throughout the day.
• Liaise with therapists and management on scheduling, guest feedback and anything that needs escalating, and prepare the day's operational and sales reports.
• Work with other hotel departments to generate internal referrals, and support spa marketing activity, events and onsite promotions.

Requirements & Qualifications

• Certificate or diploma in Beauty Therapy, Spa Therapy, Cosmetology or a closely related field.
• Previous experience in a five-star hotel, luxury resort or high-end spa is a strong advantage.
• Excellent customer service instincts with clear, warm spoken and written English across phone, email and face-to-face contact.
• Sound working knowledge of spa treatments, product ranges and wellness services — enough to guide guests confidently without overselling.
• Confident with booking systems, payment handling, client record-keeping and basic daily reporting, with a careful approach to guest privacy.
• Composed and organised under pressure, able to juggle a busy reception desk, ringing phones and a full treatment schedule at once.
• Availability to work shifts across evenings, weekends and public holidays, as is standard in hotel spa operations.