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Summary

As the Client Advisor, you are both the face and the driving force on the spa and retail sales floor, delivering gracious and seamless support to guests and staff. You ensure the front-of-house experience consistently reflects our luxury brand standards, demonstrated through exceptional hospitality, meticulous attention to detail, and precise operational execution. You help keep the spa polished, calm, and welcoming, ensuring guests have a world-class experience from arrival to departure.

In addition to these core responsibilities, you are pivotal in achieving sales objectives by actively promoting and selling retail products, maintaining high merchandising standards, and supporting seasonal brand promotions. Your role includes supporting inventory management through monitoring stock levels, receiving shipments, accurately recording product entries, and participating in monthly inventory counts. Operationally, you are responsible for opening and closing procedures, ensuring the spa is secure and prepared for business, and supporting essential daily functions that keep the spa running smoothly. You also assist skin experts by efficiently checking in clients, managing appointment changes, and processing payments after treatments to ensure a seamless guest experience.

Key Responsibilities

Guest Experience & Front Desk Operations

• Warmly greet all guests and ensure an effortless check-in and check-out process, performed with elegance and discretion.

• Consistently maintain a professional and polished demeanor while answering calls, managing bookings, and handling guest inquiries.

• Anticipate guest needs and personalize their spa journey with thoughtful touches and accurate information.

• Handle appointment changes and scheduling adjustments with efficiency and grace.

Team & Service Coordination

• Liaise between spa therapists, estheticians, and management to ensure a seamless flow of services and schedule accuracy.

• Communicate treatment preferences and special requests clearly to the service team.

• Support service excellence by proactively preparing for each guest’s arrival, such as confirming beverage preferences, ensuring room readiness, or noting VIP status.

Retail & Key Holder Duties

• Drive retail performance by consistently meeting or exceeding sales goals, improving key performance indicators (KPIs), and supporting the client experience through effective team selling strategies.

• Perform key holder responsibilities, including overseeing opening and closing procedures, securing the facility, and maintaining business readiness.

• Maintain high standards of visual merchandising, ensuring retail displays are current and aligned with seasonal promotions and brand guidelines.

• Oversee inventory levels, receive shipments, and accurately document products within spa software.

Administrative & Operational Support

• Maintain spa software with up-to-date bookings, precise guest records, and thorough service notes.

• Process payments, apply discounts or packages as necessary, and ensure all transactions are completed smoothly.

• Monitor front desk supplies and retail product inventory, assisting with merchandising and product education as needed.

• Assist in enforcing sanitation, safety, and cleanliness protocols in the reception area and common spaces.

Experience & Qualifications

• To be considered for this position, applicants must possess a minimum of two years’ experience in roles where high performance is essential. Relevant backgrounds include retail, guest service, or administrative positions, with a strong preference given to those who have worked in the luxury sector or within a wellness-focused environment.

• Familiarity with spa or salon scheduling software is required; platforms such as Mindbody, Booker, or Zenoti are commonly utilized in this setting.

• A high school diploma is mandatory for all candidates, while additional education—such as a degree or coursework in hospitality, wellness, or business—is considered a valuable asset that may enhance the application.

Core Competencies

• Candidates must display warm and professional communication skills, consistently maintaining a guest-first approach.

• High attention to detail and strong organizational abilities are essential qualities, as is the capacity to remain calm and solution-oriented in fast-paced and sometimes high-pressure environments.

• Successful team members should be collaborative, adaptable, and fully committed to upholding refined standards of luxury service.

Technical Proficiency

• Proficiency in point-of-sale (POS) systems, spa scheduling platforms, and the Microsoft Office Suite is required for this role.

• Candidates should be comfortable managing a variety of tasks, such as processing transactions, coordinating bookings, and maintaining accurate digital client records, to ensure seamless operations within the spa or wellness setting.