Spa Coordinator presso Proper Hospitality

Situated in Downtown’s 2nd Street District, Austin Proper Hotel and Residences offers an artful immersion in lifestyle and wellbeing. With an emphasis on collaboration, Austin Proper features both inspired interiors by acclaimed designer Kelly Wearstler and is guided by the culinary creativity of Austin tastemaker MML Hospitality. Essentials include 238 rooms and suites; 99 branded residences; four unique settings for dining and drink; a focus on wellness with a dedicated spa and fitness center; and a variety of atmospheric event spaces. And it wouldn’t be Proper without a 5th floor pool deck offering small-batch tequilas and sunset views.

 An intimate, design-forward space located within Austin Proper Hotel, Verbena offers massage, bodywork, and advanced skincare in five single treatment rooms.

Job Summary: 

The Spa Coordinator is responsible for managing the daily operations of the spa's front desk and reservations. This role includes assisting guests with booking treatments, handling inquiries, coordinating scheduling, and ensuring that the spa runs smoothly and efficiently. The Spa Coordinator plays a critical role in providing exceptional guest service, creating a welcoming environment, and ensuring that all spa appointments and services are organized and delivered effectively. The ideal candidate will be organized, customer-focused, and have strong communication skills.

Essential Job Duties and Responsibilities 

• Guest Service & Reception:
  1. Greet guests warmly upon arrival and ensure a smooth check-in process.
  2. Provide guests with information about spa services, treatments, and amenities, ensuring they are informed about the available options.
  3. Assist guests with booking appointments and answering inquiries about services, availability, pricing, and promotions.
  4. Manage guest check-in and check-out, ensuring all necessary documentation and payment are processed accurately.
  5. Provide a high level of personalized service, anticipating and addressing guest needs in a friendly, professional manner.
• Appointment & Scheduling Management:
  1. Schedule and manage spa appointments, coordinating therapists and treatment rooms according to availability.
  2. Maintain accurate records of guest appointments, including treatment details, preferences, and special requests.
  3. Confirm reservations with guests prior to their scheduled appointments, making any necessary adjustments or changes to bookings.
  4. Handle cancellations, rescheduling, and special requests efficiently to minimize disruptions to the spa’s operations.
  5. Monitor and ensure that appointments are confirmed, therapists are on time, and all services are delivered according to schedule.
• Administrative Support:
  1. Answer phone calls, emails, and in-person inquiries, providing detailed information and assistance related to spa services and policies.
  2. Maintain accurate guest files, records, and booking systems to track spa appointments, guest preferences, and payment information.
  3. Process payments, issue receipts, and handle transactions accurately and professionally.
  4. Assist in tracking inventory levels for spa supplies, including products and promotional materials, and report any shortages to management.
  5. Assist with preparing reports, tracking spa performance, and ensuring proper documentation for daily operations.
• Guest Comfort & Experience:
  1. Ensure that all guests are comfortable and feel welcomed throughout their spa visit.
  2. Guide guests to their treatment rooms, providing them with information about the services they will receive.
  3. Manage guest wait times in the lounge or reception areas, offering refreshments and ensuring a relaxing environment.
  4. Follow up with guests post-treatment to ensure satisfaction and address any feedback or concerns.
• Team Collaboration:
  1. Collaborate with spa therapists, attendants, and management to ensure the smooth operation of the spa.
  2. Communicate guest preferences and special requests to the relevant spa staff to ensure personalized service.
  3. Assist with coordinating group bookings, special events, and spa packages, working with other departments as needed.
  4. Support spa team members in their tasks, offering assistance as required to ensure a seamless guest experience.
• Health & Safety Compliance:
  1. Ensure that the spa's health and safety protocols, including sanitation and cleanliness standards, are consistently followed.
  2. Maintain a clean and organized reception area, including any guest amenities such as brochures, forms, and promotional materials.
  3. Help ensure that guest privacy is respected and that confidentiality is maintained in all interactions.
• Promotions & Upselling:
  1. Promote spa packages, memberships, and special offers to guests, highlighting the benefits of each option.
  2. Upsell additional services, such as add-on treatments, products, or services, based on guest preferences and needs.
  3. Assist in promoting and marketing spa services through social media, the hotel website, or on-property materials.

Education and/or Experience 

• High school diploma or equivalent required.
• Previous experience in a spa, hospitality, or customer service-related role is preferred.
• Knowledge of spa services, wellness treatments, and booking systems is a plus but not required (training will be provided).
• Basic understanding of health, safety, and sanitation practices in a spa setting.

Skills/Specialized Knowledge

• Strong customer service skills, with the ability to engage with guests in a warm, friendly, and professional manner.
• Excellent communication skills, both verbal and written.
• Ability to manage multiple tasks in a fast-paced environment while maintaining attention to detail.
• Proficiency in Microsoft Office Suite and spa management software (experience with scheduling systems or point-of-sale systems is a plus).
• Ability to maintain a high level of confidentiality and discretion when handling guest information.
• Strong organizational and time management skills.

Physical Demands

• Ability to stand or sit for extended periods of time.
• Ability to handle multiple tasks simultaneously while maintaining focus and delivering excellent customer service.
• Occasional lifting of items such as office supplies or promotional materials (up to 20 pounds).
• Ability to work in a fast-paced environment, particularly during busy check-in or peak guest periods.

Company Overview

Proper Hospitality is made up of a diverse group of passionate individuals who share a common love for hotels and the art of hospitality. Our philosophy is simple: There is a right way to do things and anything less just isn't proper. We are seeking out the best of the best from inside and outside of the industry to work alongside us as we grow a new kind of lifestyle Hospitality Company inspired by a centuries-old tradition. The work is challenging and fast-paced but rewarding above all.

Proper Hospitality provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, gender, gender identity or expression, genetics, or any other federal/state protected category.

Proper Hospitality will consider qualified applicants with criminal histories in a manner consistent with local Fair Chance Hiring Ordinances.