Spa Coordinator

Key Responsibilities 

Member Experience 

• Deliver exceptional, personalized service to members and guests at every interaction. 

• Build meaningful relationships with Members by learning their preferences and anticipating their needs.  

• Serve as the primary point of contact for all Spa inquiries in person, by phone, email, and text.  

• Welcome Members warmly by name whenever possible and create a friendly, engaging atmosphere.  

• Handle Member requests promptly, professionally, confidentially, and with sound judgment.  

• Resolve concerns with empathy while ensuring an exceptional Member experience.  

• Maintain a positive, friendly, and solution-oriented attitude at all times. 

• Promote Spa services, wellness offerings, and Club amenities with confidence and enthusiasm.  

Spa Operations 

• Open and close the Spa according to established procedures.  

• Coordinate daily Spa appointments while maximizing provider productivity and treatment room utilization.  

• Manage therapist schedules, appointment modifications, cancellations, and waitlists.  

• Confirm appointments with Members, Guests, and Spa Providers.  

• Learn and effectively utilize TEI and all Spa operating systems.  

• Support the Well-Being Clinic with scheduling, billing, and Member communication as needed.  

• Communicate daily scheduling updates, VIP arrivals, special requests, and operational changes with the Spa team.  

• Ensure treatment schedules run smoothly while proactively addressing scheduling conflicts.  

Reception & Administrative Responsibilities 

• Answer incoming phone calls, emails, and text messages promptly and professionally.  

• Process appointments, retail purchases, Member charges, gratuities, and payments accurately.  

• Maintain organized records, daily reports, and administrative documentation.  

• Protect Member confidentiality and maintain discretion with all personal information.  

• Assist with administrative projects, reports, and special assignments as requested.  

• Support Club tournaments, wellness programming, promotional events, and seasonal initiatives.  

• Maintain knowledge of Spa policies, pricing, treatments, promotions, and Club offerings.  

Retail & Inventory 

• Maintain an inviting, organized, and fully stocked Spa Boutique.  

• Educate Members on retail products and recommend products that complement Spa treatments and wellness goals.  

• Receive, organize, price, merchandise, and replenish retail inventory.  

• Perform routine inventory counts and communicate replenishment needs to management.  

• Maintain attractive visual merchandising displays that reflect luxury retail standards.  

• Support seasonal retail promotions and merchandising initiatives.  

Facility Support 

• Maintain a clean, organized, and welcoming reception area throughout the day.  

• Assist with maintaining the overall appearance of the Spa, Boutique, and common areas.  

• Support Locker Room operations during busy periods when additional assistance is needed.  

• Ensure beverages, refreshments, supplies, and guest amenities remain stocked throughout the day.  

• Monitor the Spa environment to ensure cleanliness, organization, and operational excellence.  

Team Collaboration 

• Work collaboratively with Spa Therapists, Locker Room Attendants, the Well-Being Clinic, and Club departments to ensure a seamless Member experience.  

• Communicate effectively regarding provider schedules, Member preferences, and operational updates.  

• Support fellow team members during busy periods and assist wherever needed.  

• Participate in team meetings, trainings, and ongoing professional development.  

• Foster a positive, respectful, and collaborative work environment.  

Operational Excellence 

• Demonstrate initiative by identifying tasks that require attention without waiting for direction.  

• Prioritize multiple responsibilities while maintaining exceptional service standards.  

• Maintain all health, sanitation, privacy, and safety standards.  

• Represent The Madison Club with professionalism, integrity, and discretion at all times.  

• Perform additional duties as assigned.  

Skills & Qualifications 

• Minimum of 1–2 years of customer service, hospitality, luxury retail, Spa, hotel, or front desk experience preferred.  

• Exceptional customer service and relationship-building skills.  

• Excellent verbal and written communication skills.  

• Strong phone etiquette and professional email correspondence.  

• Outstanding organizational, multitasking, and time management abilities.  

• Comfortable working independently with minimal supervision.  

• Proficient with Microsoft Office and scheduling/POS software; experience with TEI is preferred.  

• Ability to learn new software and technology quickly.  

• Strong retail sales, merchandising, and product recommendation skills.  

• Ability to maintain confidentiality and professionalism at all times.  

• Professional appearance and demeanor.  

• Flexible schedule, including weekends, evenings, and holidays.  

Core Competencies 

• Luxury Member Service  

• Relationship Building  

• Hospitality & Communication  

• Organization & Time Management  

• Attention to Detail  

• Multitasking  

• Teamwork & Collaboration  

• Initiative & Accountability  

• Retail Sales & Merchandising  

• Professionalism Under Pressure  

• Adaptability  

• Problem Solving  

Physical Requirements 

• Ability to stand or sit for extended periods.  

• Frequent walking throughout the Spa and Club facilities.  

• Lift, carry, and move retail inventory and Spa supplies up to 40 pounds.  

• Bend, reach, kneel, and perform repetitive administrative and merchandising tasks.  

• Work in both indoor and occasional outdoor environments.