Location: Outlet -Based
Reporting To: Spa Manager / Duty Manager
Role Summary:
The Guest Service Associate (GSA) is the face of the spa, responsible for welcoming guests,
managing front desk operations, and supporting service and sales delivery. The role plays a key
part in creating a warm, professional, and seamless experience for all guests—from inquiry and
booking to check -out. The GSA also contributes to revenue generation by promoting spa
services, managing appointments, and maintaining a well -organized reception environment.
Key Responsibilities
1. Guest Reception & Front Desk Management:
a) Greet guests with warmth and professionalism as they arrive at the spa.
b) Assist guests with inquiries, service recommendations, and appointment bookings.
c) Ensure that the check -in and check -out process is efficient and pleasant.
d) Maintain a calm, courteous, and responsive demeanor always, even during peak
hours.
2. Sales & Promotions:
a) Promote spa treatments, membership packages, gift cards, and retail products.
b) Inform guests about ongoing offers and upsell additional services when appropriate.
c) Maintain knowledge of spa menus and provide suggestions based on guest
preferences.
3. Appointment Coordination:
a) Manage appointment schedules using spa management software or logs.
b) Coordinate therapist availability and communicate changes effectively to the team.
c) Confirm bookings via phone or messaging and reduce no -shows through timely follow -
ups.
4. Billing & Record Keeping:
a) Handle billing processes using POS software, ensuring transaction accuracy and clarity.
b) Manage cash, digital payments, and refunds as per finance SOPs.
c) Maintain guest data, preferences, and visit history in the spa database.
5. Environment & Ambiance:
a) Ensure the reception area is clean, organized, and welcoming always.
b) Display promotional materials, retail products, and service menus neatly.
c) Play appropriate music, manage lighting, and create a relaxing front -of -house
atmosphere.
6. Guest Relations & Feedback:
a) Address basic guest concerns promptly or escalate serious issues to the Duty/Spa
Manager.
b) Collect guest feedback post -treatment and log suggestions or complaints.
c) Follow up with repeat guests or VIPs for appointments or special occasions.
7. Team & Administrative Support:
a) Collaborate with spa therapists, housekeeping, and the Spa Manager for daily
operational flow.
b) Assist in inventory checks of front desk items such as retail products, brochures, and
linens.
c) Support administrative tasks like report preparation, stock re -order requests, and audit
readiness.
Requirements
Key Skills & Competencies
ï Communication & Soft Skills: Strong verbal skills and friendly demeanor to make guests feel
valued and comfortable.
ï Sales & Upselling Ability: Confidence in promoting spa services, products, and upgrades to
enhance guest experience and revenue.
ï Time Management: Ability to juggle multiple bookings, guest check -ins, and phone inquiries
efficiently.
ï Computer Literacy: Familiarity with billing systems, appointment software, and basic office
tools.
ï Professional Appearance & Conduct: Presentable grooming, calm composure, and brand -
aligned service behavior.
ï Guest -Centric Mindset: Enthusiastic about creating memorable experiences and ensuring
satisfaction from arrival to departure.
ï Team Collaboration: Willingness to support teammates and adapt to operational needs
throughout the shift.
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