Spa Receptionist/Pool Host Location: Serenity Spa at Seaham Hall, County Durham Salary: £12.21 per hour share of service charge (approx. £2,000 per year for full-time team members) Hours: 40 hours per week (£0 hour contract) across a range of shifts from 6am-10.30pm, including weekends and bank holidays 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. The Ideal Candidate 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 Key Responsibilities 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. Benefits 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. If you’re ready to be part of an exceptional hospitality team and deliver outstanding guest experiences, apply today — we’d love to hear from you! ✨