Lead Spa Receptionist - Full Time Year Round

Mohonk Mountain House•New Paltz, NY

About The Position

The Lead Spa Receptionist oversees the daily operations of the spa front desk, ensuring an exceptional guest experience that reflects Mohonk Mountain House standards of hospitality and professionalism. This position provides leadership and support to the spa reception team, manages scheduling and sales transactions, and assists the Spa Manager and Director in maintaining efficient and seamless front desk operations.

Requirements

At least 18 years of age.

Nice To Haves

Standard First Aid and CPR certification preferred.
At least 2 years of experience in Resort/Hotel or the like preferred.
High School, Business School or Business Degree a plus.

Responsibilities

Welcome all guests and answer phone calls in a timely manner in accordance with guest service training guidelines; ensure a consistent guest service experience by adhering to Mohonk Mountain House’s 14 Service Steps and Strategies.
Take, organize, and reservations for services in-person and by phone.
Provide thorough knowledge of spa services, packages, and amenities, assisting guests with selections and scheduling.
Oversee the spa’s retail shop, ensuring an inviting and well-maintained presentation that reflects the Mohonk Mountain House’s brand standards.
Maintain strong product knowledge to confidently assist guests with purchases and recommendations.
Monitor inventory levels, assist with ordering, receiving, and restocking of merchandise.
Coordinate with the Spa Manager and vendors on product replenishment, seasonal offerings, and new merchandise displays.
Support retail sales initiatives, promotions, and staff training to achieve revenue goals.
Respond promptly and courteously to all guest inquiries, special requests, and concerns, ensuring complete satisfaction.
Support the spa’s reputation by consistently delivering gracious, attentive, and personalized service.
Assist in the training, coaching, and supervision of Spa Receptionists to ensure consistency in service and professionalism.
Lead by example, fostering teamwork, communication, and a positive work environment.
Serve as the acting front desk lead in the absence of the Spa Manager or Spa Supervisor.
Support departmental communication and operational updates with accuracy and efficiency.
Manage daily service schedules and appointments with precision and attention to guest flow. Send staff schedules via email at end of a closing shift.
Communicate clearly with therapists, attendants, and spa leadership to coordinate service timing and special requests.
Ensure all bookings, changes, and cancellations are handled accurately in the reservation system.
Process payments, gift certificates, and retail transactions accurately and according to resort policies.
Support retail and service sales initiatives by promoting spa offerings and products in a natural, guest-centered manner.
Prepare and review end-of-day reports, ensuring accuracy in transactions and documentation.
Maintain organized records, inventory levels, and supply needs for the front desk area.
Uphold all Mohonk Mountain House policies and spa procedures, including safety, sanitation, and confidentiality standards.
Maintain a professional appearance and demeanor consistent with resort grooming standards.
Demonstrate reliability, flexibility, and a positive attitude toward guests and team members.
Follow standard operating procedures regarding check-in of Spa guests, including handling payment for services and products according to guest’s preference (room charge, credit or gift card, cash, check, etc.)
Maintain high level of product knowledge by attending product training sessions and participating in new service trainings by receiving incoming services.
Play an active and hands on role in supporting the appearance of the Spa by maintain the cleanliness of the reception, locker room and relaxation areas through merchandising, stocking and following Cleaning and Sanitation procedures.
Attend associate meetings and applicable workshops.
Demonstrate a positive attitude and actions through a display of courtesy, service, cooperation, hospitality, empathy, sensitivity and professionalism to guests and team members.
Perform basic administrative duties such as filing, photocopying, scanning, and faxing. Handle mail orders, track packages, mail/email correspondences.
Work productively and efficiently with or without supervision when performing routine tasks.
Perform basic mathematical skills including addition, subtraction, multiplication, division and perform and record cash/credit transactions accurately.
Maintain the proper balance in cash drawers, making change orders when necessary.
Demonstrate proficiency with Windows-based operating systems and use software including MS Word, MS Excel, MS Outlook.
Reach with hands and arms, bend, kneel, stoop, twist, walk up and down stairs/inclines, sit, climb up/down ladders or stand for up to 5 hours at a time.
Lift up to 50 pounds from ground level to 4 feet to place on cart with/without assistance. Walk up to 3 miles per day.
See close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus; Distinguish between colors, shades, tints.
Inspect work by touch, sight, sound and smell for conformance to prescribed standards.
Speak, read and write the English language and communicate in a clear and congenial manner, with our guests, visitors and employees. Hear verbal instructions, directions and warnings.
Adhere to all Mohonk Mountain House and Departmental policies and procedures.
Adhere to Mohonk Mountain House’s Dress and Grooming Standards and those of the Spa; presenting a neat, clean and well-groomed appearance and maintaining a positive, professional image to our guests.
Learn and successfully demonstrate the Mohonk Mountain House Service Steps with Service Strategies with guests, staff and contractors
Learn and retain knowledge of historical facts and information about Mohonk Mountain House.
Maintain a flexible work schedule including days/nights, weekdays/ends, holidays and during peak periods of business.