Role Overview
The Spa Receptionist is far more than an administrator or booking coordinator; they are the heart of the guest arrival experience and the first face and first impression of the spa. This role is central to creating a sense of calm, warmth, and welcome from the moment a guest steps through the door.
In a luxury spa environment, first impressions matter deeply. The Spa Receptionist sets the tone for the entire guest journey — greeting each guest with genuine warmth, quiet confidence, and thoughtful attention, ensuring they feel recognised, relaxed, and exceptionally cared for from the outset. Whether welcoming a returning guest by name, guiding a first-time visitor through the spa experience, or handling a reservation with grace and efficiency, the Spa Receptionist plays a key role in defining how our guests feel.
Working closely with the Spa & Wellness Manager and wider spa team, this individual will help deliver a seamless and memorable five-star experience while supporting the successful launch and ongoing development of an exciting new spa project at The Park Hotel Kenmare.
Key Responsibilities
Creating a Warm & Memorable First Impression
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Be the welcoming face and first point of contact for all spa guests, delivering a warm, gracious, and genuinely personal five-star welcome at every interaction.
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Create an immediate sense of calm, comfort, and care from the moment a guest arrives, ensuring they feel at ease, valued, and looked after.
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Set the tone for the entire spa journey through professional presence, polished communication, and intuitive guest care.
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Build rapport naturally with guests, recognising returning visitors where possible and personalising interactions to make each experience feel thoughtful and special.
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Guide guests through their spa experience with confidence and ease, from arrival and check-in to treatment timings, facilities, and any additional information they may need.
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Ensure the spa reception area always reflects the warmth, elegance, and serenity of the Park Hotel Kenmare experience.
Guest Experience & Reservations
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Manage all spa bookings, treatment reservations, amendments, and cancellations accurately and efficiently using the booking system.
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Respond to guest enquiries in person, by telephone, and by email with professionalism, warmth, and excellent attention to detail.
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Offer knowledgeable guidance on spa treatments, wellness experiences, facilities, memberships and retail products, helping guests choose the experience best suited to their needs.
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Ensure guests are informed of treatment times, arrival recommendations, health questionnaires, and spa etiquette in a clear and welcoming manner.
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Anticipate guest needs wherever possible and resolve any issues or requests calmly, discreetly, and professionally.
Operations & Administration
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Oversee the smooth day-to-day running of the spa reception desk and support the flow of guest appointments and therapist schedules.
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Process payments, gift vouchers, deposits, and retail transactions accurately and in line with hotel procedures.
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Maintain accurate guest records, booking notes, and administrative documentation while ensuring confidentiality and discretion at all times.
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Ensure all treatment bookings and administration procedures are carried out accurately to maintain a smooth and professional service avoiding un-sellable time gaps.
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Assist with opening and closing procedures, daily cash reconciliation, and reporting where required.
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Monitor stock levels of reception supplies, guest amenities, and retail items, reporting shortages as needed.
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Assist with general stock takes and inventories in accordance with operational procedures.
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Ensure the reception desk is stocked with the required items (slippers, bags etc.) and reception desk and surroundings areas are clean, tidy, all clutter removed and consistently set up to welcome guests.
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Ensure the corridors leading to reception are clean, and clear of any clutter. The waiting area is to be clean and tidy and set-up and ready to receive guests throughout the day.
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Support the Spa Manager and wider spa team with administrative and operational tasks as required.
Sales & Commercial Awareness
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Promote spa treatments, wellness experiences, memberships, packages, and retail products in a natural, guest-focused, and professional manner.
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Identify opportunities to enhance the guest experience through thoughtful recommendations and upselling, always with the guest’s comfort and preferences in mind.
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Support the success of the spa’s retail and treatment offering through strong product knowledge and confident communication.
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Play an active role in introducing and promoting new spa experiences as part of the hotel’s evolving spa project.
Teamwork & Standards
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Work closely with therapists, spa attendants, hotel reception, reservations, and other departments to ensure a seamless guest journey.
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Maintain the highest standards of presentation, cleanliness, discretion, and organisation within the spa reception and guest areas.
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Uphold all Park Hotel Kenmare service standards, brand values, and operational procedures.
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Contribute positively to the culture, atmosphere, and guest philosophy of the spa, recognising the importance of every detail in a luxury environment.
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Support the launch and development of the spa project through flexibility, professionalism, and a collaborative attitude.
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Ensure compliance with health & safety, hygiene, and data protection standards at all times.
