Spa Receptionist - St. Pancras London Autograph Collection

POSITION SUMMARY

As a Spa Receptionist at St. Pancras London, you are the first point of contact for spa guests, creating a warm, welcoming, and seamless experience from arrival to departure. You are responsible for managing reservations, coordinating guest schedules, and ensuring the smooth operation of front-of-house activities with and discretion.
With a professionalisms-focused approach, you provide information on treatments, products, and facilities while promoting spa services and retail offerings. You also play a key role in maintaining a safe, clean, and welcoming spa environment, ensuring all guest areas meet the highest standards of presentation, hygiene, and health and safety. Working closely with therapists, housekeeping, and management, you support daily operations to ensure every guest enjoys a relaxing, personalised, and exceptional spa experience

Service with Purpose

• Take full responsibility for each guest interaction and personalize experiences by listening and responding to guest cues.
• Consistently deliver the hotel and brand’s service standards.
• Be knowledgeable about the hotel, its history, the Navigator, and daily meetings.
• Actively participate in all training sessions and briefings.
• Be a committed and supportive team member.
• Foster strong, positive relationships with colleagues.
• Share ideas and creative solutions to enhance the workplace and guest experience.
• Stay updated using on-the-job training tools.
• Support performance appraisals and take ownership of your development.
• Maintain open, collaborative relationships with all team members.
• Follow Marriott’s financial policies and procedures.
• Sign relevant declarations if handling cash, keys, or cards regularly.

You Will Be Expected to Deliver

• Provide a warm, professional, and welcoming first impression for all guests entering the spa.
• Manage spa reservations efficiently, including bookings, cancellations, and daily scheduling to ensure optimal therapist and treatment room utilisation.
• Actively promote and sell spa memberships, packages, and special offers to drive revenue and client retention.
• details to support personalised service.
• Handle guest inquiries via phone, email, and in person, providing detailed information about treatments, facilities, and retail products.
• Promote retail products and treatment enhancements to support sales and maximise the guest experience.
• Collaborate closely with therapists and spa leadership to ensure a smooth flow of appointments and adherence to daily schedules.
• Keep the reception area and retail displays clean, organised, and aligned with brand presentation standards.
• Process payment types for spa services and retail sales such as room charges, cash, checks, debit, credit and gift vouchers.
• Process adjustments including discounts, voids, refunds, paid outs, and miscellaneous charges in compliance with accounting policies
• Be trained and able to process spa reservations, package billing, membership accounts, gift certificate sales/redemptions and special promotions.
• Follow the requirements and tasks as defined in Golf, Leisure and Spa Cashiering (EMEA) (FNA-EMEA-CA-04) SOP. 
• Support administrative tasks including inventory tracking, reporting, and collecting guest feedback.
• Uphold all health, safety, and data confidentiality protocols in line with company policies.

What you will need to know

• Experience in a luxury spa, hospitality, or front-of-house environment, with a strong focus on guest service and attention to detail.
• Excellent communication and interpersonal skills, with the ability to warmly welcome guests and manage their needs efficiently.
• Confident using spa booking systems, managing appointments, and coordinating daily schedules to maximise therapist and treatment room utilisation.
• Strong sales skills with the ability to promote memberships, treatments, and retail products in a professional and consultative manner.
• Organised and detail-oriented, capable of managing bookings, processing payments, and maintaining accurate guest records.
• A polished and professional appearance, aligned with five-star brand standards. 
• Understanding of health & safety, data protection, and confidentiality protocols.
• A positive, proactive team player with flexibility to support spa operations as required.

Your Key Measures for this role

• Overall LPP Goals 
• Spa Sales & GSS Targets

How to Measure Success in this role

• Achieves a minimum of a P rating in annual performance review.
• Is being recognized by guests for extraordinary hospitality and product knowledge.
• Sales Revenues growth.
• Ability to meet monthly targets.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.