Overview

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

• 2+ years’ experience in customer service, retail, or administrative positions, with luxury experience strongly preferred
• Proficiency in various software, programs, & applications, such as Microsoft Office, scheduling software, Mindbody, Booker, Zenoti, etc.
• High School diploma, higher education and/or certifications in hospitality, wellness, or business preferred

• Exceptional customer service skills, with an ability to create a warm and client focused experience, high emotional EQ, luxury experience and clienteling skills preferred
• Excellent communication skills, both verbal and written
• High attention to detail and strong organization skills
• Proven track record working in a highly dynamic environment, with the capabilities to multi-task, remain calm and solution-oriented in a fast-paced and occasionally high pressure environment managing multiple priorities
• Highly collaborative, adaptable, and fully committed to upholding brand standards of luxury service.