Reporting to: Spa Supervisor, Treatment Manager, Assistant Spa Manager & Spa Director. Working with: Spa Reception Team & Pool Host Team. Seaham Hall, home to the award-winning Serenity Spa, is seeking a passionate and service-driven Spa Receptionist & Pool Host to join our dedicated team. This is a dynamic, full-time, dual-department role at the heart of our guest experience, supporting both spa reception and poolside operations. We are looking for an individual who thrives in a fast-paced, luxury environment and takes genuine pride in delivering exceptional service with warmth, confidence and professionalism. If you have a passion for the spa and wellness industry and enjoy creating memorable experiences for every guest, we would love to hear from you.
* Deliver an exceptional guest journey from pre-arrival through to departure, ensuring every interaction reflects five-star service standards.
* Act as a primary point of contact for all spa and pool guests, providing a warm, professional and personalised welcome at all times.
* Manage spa bookings efficiently, maximising treatment availability while accommodating guest preferences and requests.
* Complete all reception administration accurately, including guest profiles, consultation documentation, payments and daily reporting.
* Operate spa software systems confidently, ensuring bookings, records and room charge postings are processed correctly.
* Maintain comprehensive knowledge of spa treatments, packages, promotions and contraindications to confidently advise guests and promote services.
* Proactively promote spa offers, events and retail opportunities to support departmental revenue targets.
* Conduct engaging and informative tours of the spa and facilities, enhancing the overall guest experience.
* Maintain exceptional cleanliness, organisation and presentation standards across reception, spa and poolside areas at all times.
* Monitor guest flow throughout the facilities, ensuring timely removal and replenishment of towels and robes (including robe pocket checks) in line with hygiene standards.
* Ensure guest amenities, including reading materials and relaxation areas, are well presented and fully stocked.
* Handle guest queries, requests and feedback professionally and confidently, escalating to the Manager on Duty where appropriate.
* Liaise effectively with Housekeeping, Maintenance, Reservations and Hotel Reception to ensure smooth daily operations and prompt resolution of issues.
* Identify and report maintenance concerns to uphold safety and operational excellence.
* Prepare operational requirements for the following day, demonstrating strong organisational skills and attention to detail.
* Support colleagues across departments as required to ensure seamless service delivery.
* Attend departmental meetings and training sessions as required.
* Uphold company grooming standards, confidentiality policies, Standard Operating Procedures and Health & Safety regulations at all times.
* Previous experience in a spa, hospitality, or customer-facing role is desirable; however, full training will be provided for the right candidate.
* Exceptional communication and guest service skills, with the ability to create a warm, welcoming, and professional atmosphere at all times.
* A strong eye for detail and a genuine commitment to delivering consistently outstanding, 5‑star guest experiences.
* Confidence in engaging professionally with guests, colleagues, and management, ensuring seamless service throughout the spa and poolside areas.
* Flexibility to work a variety of shift patterns, including weekends and holidays, with excellent punctuality and reliability.
* Proficient in Microsoft Office and comfortable using booking systems and general computer software.
* A positive team player who contributes to a supportive and collaborative working environment.
* Excellent interpersonal and organisational skills, with the ability to multitask effectively.
* Immaculate personal presentation and grooming standards, reflecting the luxury brand at all times.
* The ability to remain calm, prioritise tasks efficiently, and perform well in a fast‑paced environment.
* Comprehensive in‑house training as part of your induction.
* Clear progression opportunities for the right candidate.
* Share of monthly service charge.
* Participation in charity events and fundraising initiatives.
* Up to 20% Staff discount on gift vouchers, spa experiences & Spa Retail.
* Pension scheme dependant on criteria, we work with Stream offering a number of employee benefits.
* Uniform provided.
* Free onsite parking.
* Awards for Employee of Year and long service.
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