Spa Guest Experience Attendant

The FAENA Movement is one of culture, art, and community. The FAENA Culture is steeped in the warmth and traditions of the South, combining authentic and attentive hospitality with the world’s finest amenities. We act as a catalyst in making dreams a reality through the collaboration of ideas, creating carefully curated spaces paired with excellence in service to delight the most sophisticated guests as they are immersed in the FAENA Culture.

TIERRA SANTA HEALING HOUSE Tierra Santa Healing House is Faena's destination for holistic wellness, combining healing traditions, thoughtful rituals, exceptional service, and beautifully curated spaces to create a restorative and personalized guest experience. Every team member contributes to an environment of warmth, tranquility, discretion, and attentive hospitality consistent with Faena and Forbes service standards.

JOB OVERVIEW The Spa Guest Experience Attendant is a highly visible, guest-facing member of the Tierra Santa Healing House team responsible for creating a warm, personalized, and seamless spa experience. Serving as a key point of contact throughout the guest journey, this position welcomes and orients guests to the spa, anticipates individual needs, provides thoughtful and attentive service, and ensures each interaction reflects Faena culture and established luxury and Forbes service standards.

The Spa Guest Experience Attendant maintains strong knowledge of Tierra Santa Healing House, its story, facilities, amenities, treatments, and services and confidently communicates relevant information to guests. This position creates meaningful connections by recognizing guest names, preferences, special occasions, and other relevant details while maintaining discretion and professionalism.

DUTIES AND RESPONSIBILITIES

Warmly welcome and acknowledge each guest entering the spa and provide an elevated first impression consistent with Faena and Forbes service standards. Assist guests with lockers, robes, slippers, towels, and other items necessary for their spa experience. Provide thorough, polished, and engaging orientations of the spa facilities, amenities, and services.

Confidently share the Tierra Santa Healing House story, philosophy, concept, and available amenities in a manner that enhances the guest experience. Clearly communicate spa etiquette, facility information, treatment-related instructions, and available amenities as appropriate. Escort and guide guests throughout the spa as necessary while maintaining awareness of individual needs and preferences.

Build genuine guest connections by appropriately recognizing and using guest names and remembering relevant preferences. Identify and acknowledge birthdays, anniversaries, celebrations, and other special occasions when known. Anticipate guest needs and proactively offer assistance rather than waiting to be asked. Regularly check on guests utilizing spa facilities to ensure comfort, satisfaction, and continued attention throughout their visit.

Offer and replenish beverages, light refreshments, towels, and other amenities throughout the guest journey. Recognize opportunities to personalize the experience and appropriately communicate relevant guest preferences or needs to other members of the Spa team. Maintain appropriate awareness of VIPs, repeat guests, hotel guests, members, and other special guest considerations while exercising discretion and confidentiality.

Respond promptly and professionally to guest questions, requests, concerns, and service opportunities, escalating matters requiring management assistance when appropriate. Continuously monitor guest-facing areas to ensure they remain clean, organized, welcoming, tranquil, and appropriately presented. Maintain the presentation and organization of lockers, robes, slippers, towels, refreshments, amenities, and other guest supplies within assigned areas.

Coordinate closely with Spa Operations Attendants to address replenishment, cleanliness, linen, or presentation needs promptly. Take ownership of the guest environment by addressing minor presentation concerns immediately and communicating larger operational needs to the appropriate team member or leader. Maintain clear and continuous communication with Spa Reception, therapists, Spa Operations Attendants, leadership, and other team members regarding guest needs and operational considerations.

Participate in daily pre-shift meetings and remain knowledgeable regarding VIPs, special occasions, hotel activity, spa programming, promotions, and relevant operational information. Maintain complete knowledge of Tierra Santa Healing House facilities, services, amenities, hours of operation, policies, and applicable service standards.

Participate in required training and demonstrate continued knowledge of Faena culture, Tierra Santa Healing House, Forbes standards, and spa offerings. Follow all Company policies, departmental procedures, safety requirements, sanitation standards, and rules of conduct. Immediately communicate significant guest, employee, safety, security, maintenance, or operational concerns to the appropriate member of management.

Perform other job-related duties as assigned by management. KNOWLEDGE, SKILLS & ABILITIES Previous luxury hospitality, spa, wellness, hotel, or high-end guest service experience preferred. Demonstrated ability to provide polished, personalized, and anticipatory service. Must be able to communicate clearly, confidently, and professionally in English with guests and team members and provide detailed spa orientations and service information.

Ability to learn and confidently communicate the Tierra Santa Healing House story, facilities, amenities, treatments, and services. Strong interpersonal skills with a natural ability to engage guests while maintaining professionalism, discretion, and appropriate boundaries. Excellent attention to detail and ability to recognize subtle guest needs and service opportunities.

Ability to remain composed, gracious, and professional in a luxury service environment. Strong organizational skills and ability to manage multiple guest and operational priorities simultaneously. Ability to collaborate effectively with Spa colleagues and other hotel departments. Flexible availability to work varying schedules, including weekends, holidays, and evenings, based on business needs.

PHYSICAL ABILITIES The physical requirements of this position include the ability to stand and walk for extended periods throughout the working day; frequently move throughout spa, locker, relaxation, wet, fitness, and guest areas; and safely navigate wet surfaces and varying temperatures. The position may require bending, reaching, pushing, pulling, lifting, carrying, and transporting linens, supplies, amenities, and other items consistent with operational responsibilities.

The team member must be able to perform the physical requirements of the position with or without reasonable accommodation. Because Tierra Santa Healing House operates based on guest and business needs, regular availability to work weekends, holidays, evenings, and other shifts as scheduled is required. ADDITIONAL EXPECTATIONS The Spa Guest Experience Attendant is expected to consistently represent Faena through professional appearance, conduct, communication, discretion, and service.

This position is responsible for ensuring that every guest feels genuinely welcomed, recognized, cared for, and attended to throughout the Tierra Santa Healing House experience. This job description in no way states or implies that these are the only duties to be performed by the team member occupying this position. Team members will be required to perform other job-related duties as assigned by management.

Our offering is a role on our team with the openness to be themselves and an unwavering passion to bring Faena to the world.