Spa Reservationist

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 Reservationist

Location: Rockliffe, Darlington

Salary: £27,352 per annum

Hours: 40 hours per week

Reports To: Spa Manager

Job Purpose

The Spa Reservationist plays a key role in creating exceptional guest experiences by delivering a seamless and personalised booking journey for guests visiting the spa. As the first point of contact for many enquiries, this role is responsible for providing expert advice, securing reservations, and ensuring every interaction reflects the warmth, professionalism, and luxury service standards of Rockliffe.

Working closely with the Spa team and wider resort departments, the Spa Reservationist will maximise booking opportunities, build strong guest relationships, and help create memorable wellness experiences through exceptional service, attention to detail, and outstanding product knowledge.

Responsibilities:

• Deliver a professional, friendly, and personalised reservation experience for all spa enquiries and bookings
• Convert enquiries into confirmed bookings through confident communication and exceptional guest service
• Identify opportunities to maximise revenue through upselling treatments, experiences, products, and packages
• Maintain an excellent knowledge of spa treatments, facilities, services, and promotions to provide expert advice and recommendations
• Handle telephone, email, and online enquiries efficiently, ensuring accurate information is provided at all times
• Build detailed guest profiles and utilise preferences to deliver a personalised booking experience
• Manage guest requests, queries, and concerns promptly and professionally, ensuring resolutions are handled with care
• Process reservations, correspondence, and guest information accurately, maintaining exceptional attention to detail
• Work collaboratively with Spa, Reception, and wider resort teams to ensure a seamless guest journey
• Support the generation of new business opportunities by identifying and referring potential leads where appropriate
• Maintain the highest standards of confidentiality, professionalism, and guest privacy 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”