Job Description
WHAT WE ARE LOOKING FOR:
The Spa Front Desk Team Lead at Bear Creek Mountain Resort is responsible for supporting the daily operations of the Spa Front Desk while ensuring an exceptional guest experience from arrival through departure. This position serves as a key support role to spa leadership and acts as a resource for the front desk team during daily operations.
The ideal candidate is highly organized, guest-service focused, and able to lead by example in a fast-paced hospitality environment. The Spa Front Desk Team Lead assists with coordinating guest appointments, supporting front desk team members, and helping to ensure smooth daily operations of the spa reception area.
This position plays an important role in maintaining the high service standards of The Spa while creating a welcoming and relaxing environment for all guests.
WHAT WE EXPECT FROM YOU:
- Assist Spa Management and Spa Supervisors in overseeing daily Spa Front Desk operations
- Serve as the primary support for Spa Front Desk team members during shifts
- Assist with coordinating guest appointments and managing the daily spa schedule
- Ensure efficient guest check-in and check-out procedures while delivering exceptional guest service
- Ensure all guests complete intake forms and are informed of the spa process prior to services
- Provide guidance and support to Spa Front Desk team members to maintain service standards
- Help resolve guest questions, concerns, or scheduling issues in a professional and timely manner
- Assist with training new Spa Front Desk team members on procedures, service standards, and systems
- Demonstrate strong knowledge of the Book4Time POS system including scheduling, retail sales, and guest accounts
- Actively promote spa services, retail products, and current promotions to guests
- Support retail sales goals through product recommendations and guest education
- Ensure the Spa Front Desk area remains clean, organized, and welcoming at all times
- Assist with monitoring spa inventory and retail product displays
- Communicate operational updates, guest feedback, and service issues to Spa Management
- Help coordinate spa reservations for large groups, wedding parties, and special events
- Maintain accurate guest records and ensure proper handling of payments and transactions
- Maintain a positive attitude and contribute to a collaborative team environment
- Assist in other spa operational areas when needed
- Perform other duties as assigned by Spa Management
WHAT WE EXPECT FROM ALL BCMR TEAM MEMBERS:
- Acknowledge all guests and respond promptly to their needs, however busy and whatever time of day. Ensure unresolved incidents are reported to Manager/Supervisor
- Familiarity with all hotel services/features and local attractions/activities to respond to guest inquiries accurately
- Contribute to the team's success by accomplishing tasks and assisting with projects as needed
- Maintain knowledge and compliance with departmental policies, service procedures, and standards
- Work as a team member to ensure our guests have the best possible experience
- Understand emergency procedures and be able to apply them when necessary
- Report any incidents, property damage or injuries immediately to Manager/Supervisor
- Attend department meetings and training sessions as necessary
- Other duties as assigned by Manager and/or Supervisor
- Support Southern Management's Mission, Vision, and Values
- Comply with Bear Creek and Southern Management's policies and procedures