Spa Reservationist

Job Title: Spa Reservationist

PURPOSE

The Spa Reservationist is the first point of contact for our guests, creating a seamless and welcoming booking journey that reflects [the Spa's] purpose of “Restoring self through connection.” This role ensures that all spa reservations are handled with accuracy, efficiency, and warmth, while supporting the spa reception team when required.

REQUIRED MINIMUM EDUCATION / QUALIFICATIONS AND WORK EXPERIENCE

• Minimum Education: Grade 12
• Additional Qualifications: Somatology qualification / ITEC / SAAHA / CIDESCO
• Minimum Work Experience: 2-3 years’ experience in a 5* environment

MOST IMPORTANT CONTACTS

• Within the Organisation: All Heads of Department, All Staff
• Outside the Organisation: Guests, Suppliers

KEY RESPONSIBILITIES

Reservations & Guest Experience

• Handle all spa reservation enquiries (phone, email, WhatsApp, in person) with professionalism, warmth, and efficiency.
• Provide knowledgeable guidance on spa treatments, packages, promotions, and thermal suite offerings.
• Recommend and upsell treatments, packages, and retail products to maximise guest experience and revenue.
• Manage the spa booking system to ensure accurate scheduling of therapists, facilities, and services.
• Confirm bookings and send pre-arrival communications to ensure guests are well prepared.
• Handle group bookings and co-ordinate with the hotel and restaurant reservations team when required.
• Maintain guest confidentiality at all times.

Front Desk & Operational Support

• Welcome guests warmly to the spa and provide an introduction to facilities.
• Step in to support the Spa Front Desk team when required, including check-ins, check-outs, cash up, reports, and guest assistance.
• Handle payments, voucher redemptions, and billing with accuracy.
• Assist with stock control and retail displays as needed.
• Provide administrative support to the Spa Manager (e.g., reporting, filing, correspondence).

Guest Promise & Brand Alignment

• Uphold the [Spa] guest promise: “A sanctuary where you invest in elevating spa experiences.”
• Ensure all interactions embody the Spa’s purpose of restoring self through connection.
• Deliver service in line with guiding principles:
• Advance others’ best interests – anticipate guest needs and personalise experiences.
• Take accountability – own guest queries and ensure resolution.
• Embody professional excellence – maintain high standards in appearance, conduct, and communication.
• Invite feedback – welcome guest input to continually enhance experiences.
• Build on lessons learnt – apply insights to improve processes and service delivery.
• Consider the whole

SKILLS & ATTRIBUTES

• Strong communication and interpersonal skills with a warm, professional manner.
• Excellent organisational skills and attention to detail.
• Ability to multitask and remain calm under pressure.
• Sales-driven mindset with ability to upsell and promote spa services.
• Team player, adaptable to support both Spa and Front Desk operations.
• Computer literacy (MS Office Suite, Spa/Hotel booking systems).
• Professional grooming and presentation in line with luxury hospitality standards.

QUALIFICATIONS & EXPERIENCE

• Previous experience in a luxury spa, wellness, or hospitality environment preferred.
• Reservations or reception experience essential.
• Knowledge of spa treatments and terminology advantageous.
• Matric certificate (essential), hospitality or spa-related qualification (advantageous).

PERFORMANCE INDICATORS

• Accuracy and efficiency of reservations and scheduling.
• Guest satisfaction and feedback scores.
• Revenue generated through upselling and cross-selling.
• Smooth support to spa front desk operations.
• Compliance with operational standards, policies, and financial procedures.