Spa Guest Experience Host

Rockliffe

Set within a 375-acre estate on the banks of the River Tees, Rockliffe is a five-star resort that blends heritage, luxury and natural beauty. Located in the quiet village of Hurworth, in the heart of the Tees Valley and close to the borders of County Durham and North Yorkshire, it offers a peaceful countryside setting with exceptional facilities.

Surrounded by sweeping views and beautifully kept gardens, the resort features elegant bedrooms and a sense of quiet luxury, shaped by a warm northern spirit. Guests can enjoy an award-winning spa, play on the longest golf course in the UK and experience refined fine dining, all within a restored eighteenth century estate designed for both relaxation and indulgence.

Job Title: Spa Guest Experience Host

Location: Rockliffe, Darlington

Salary: £27,352 per annum

Hours: 40 hours per week

Reports To: Spa Manager

Job Purpose

The Spa Guest Experience Host plays a key role in creating exceptional and personalised experiences for spa guests and members from arrival through to departure. Acting as a welcoming and visible presence within the spa, this role ensures every guest journey is seamless, memorable, and reflective of the luxury standards of Rockliffe.

Working closely with the Spa Reception and Spa Butler teams, you will coordinate guest arrivals, support the day-to-day operation of the spa, and promote the resort's treatments, experiences, and retail offering. Combining outstanding guest service with strong organisational skills, this role is focused on enhancing guest satisfaction, maximising revenue opportunities, and creating a warm and welcoming spa environment.

Responsibilities:

• Welcome and host spa guests and members, ensuring a seamless and personalised experience from arrival to departure
• Coordinate guest arrivals and daily spa activity, ensuring teams are fully informed of guest movements, preferences, celebrations, and requirements
• Ensure bookings, billing information, and daily schedules are accurate and prepared ahead of guest arrival
• Support the smooth day-to-day operation of the spa reception and guest experience areas
• Maximise revenue opportunities through the promotion of treatments, experiences, retail products, and last-minute availability
• Assist with boutique activities, events, and promotional initiatives, ensuring displays and retail areas remain inviting and well presented
• Maintain an excellent knowledge of spa treatments, products, facilities, and services to provide confident recommendations and advice
• Handle guest enquiries, requests, and feedback promptly and professionally, ensuring every interaction reflects five star service standards
• Build strong relationships with guests and members, recognising individual preferences and delivering a personalised experience
• Work collaboratively with spa and resort teams to ensure a seamless and consistent guest journey
• Maintain the highest standards of presentation, cleanliness, confidentiality, and professionalism at all times
• Uphold health, safety, and data protection standards, ensuring compliance with all resort policies and procedures

Why Join?

To be part of a fantastic team within a premium hospitality environment during an exciting period of transformation and growth.

Benefits:

• A Day in the Life of a Guest Stay (Overnight Stay within the First 6 Months)
• Pension Scheme (Aegon)
• Hospitality Rewards Scheme
• Life Assurance (Legal & General)
• Selected Discounts Across the Resort
• Enhanced Annual Leave for Long Service
• Annual Leave – 20 Days plus Bank Holidays
• Employee Assistance Programme (Hospitality Action)
• Staff Meals
• Uniform Laundry Service

“Our success is dependent on every single individual in our team”