VIC, Hepburn Bathhouse & Spa - Daylesford 3460

The Hepburn Bathhouse & Spa is an iconic tourist destination and award winning spa located in the heart of Australia's Spa Capital nestled in the Hepburn Mineral Springs Reserve near Daylesford 90 minutes from Melbourne.

THE ROLE

The Receptionist provides the first and last point of contact for all guests at Hepburn Bathhouse & Spa. This role is responsible for delivering professional, welcoming, and efficient service, including check-in/check-out, reservations, guest information, and retail transactions. By ensuring a seamless and positive front-of-house experience, the Receptionist contributes directly to guest satisfaction and the spa’s reputation for excellence. Must be able to work weekends. Casual or P/time.

KEY AREAS OF RESPONSIBILITY INCLUDE BUT ARE NOT LIMITED TO: 

• Greet and welcome guests in a warm, professional, and courteous manner.
• Manage check-in and check-out processes efficiently. Handle phone, email, and online enquiries, providing accurate and timely information.
• Manage reservations for treatments, bathing, and packages using booking systems. Process payments for services, treatments, and retail products accurately. Provide information about spa facilities, services, and wellness offerings.
• Assist guests with way-finding, amenities, and product recommendations. Maintain reception and lobby areas to a high standard of cleanliness and presentation.
• Ensure compliance with privacy requirements when handling guest data.
• Report guest feedback, complaints, and issues to supervisors for resolution.
• Perform other duties reasonably directed by the organisation.
• Team Engagement Work collaboratively with spa therapists, hosts, lifeguards, and duty managers.
• Contribute to a supportive and professional team environment.
• Participate in training, meetings, and professional development activities.
• Demonstrate and uphold organisational values and behaviours.

QUALIFICATION AND EDUCATION REQUIREMENTS

• No formal qualification required.
• Current First Aid Certificate (Level 2) (mandatory).
• Current CPR Certificate.
• Current Working with Children Check.
• National Police Check.
• Life Guard training available upon request

PREFERRED SKILLS, EXPERIENCE AND PERSONAL ATTRIBUTES

• Previous experience in reception, hospitality, spa, or tourism (desirable).
• Excellent customer service and interpersonal skills.
• Strong verbal and written communication skills.
• Professional grooming and presentation.
• Competent in using booking systems, POS, and Microsoft Office.
• Reliable, punctual, and well-organised.
• Ability to remain calm and friendly in busy or challenging situations.
• Achieving Diversity & Inclusion Provide inclusive and respectful service to all guests.
• Demonstrate sensitivity to cultural differences, accessibility needs, and diverse backgrounds.
• Promote equity and inclusivity in all guest interactions.
• Workplace Health & Safety

INDIVIDUALS (WORKER) ACCOUNTABILITY

• ‘Think Safe Act Safe Be Safe’ at all times by: Following health, safety, and wellbeing procedures in guest service.
• Reporting hazards, incidents, and near misses immediately.
• Ensuring reception areas are safe, clean, and free of hazards.
• Using office and POS equipment safely and responsibly.
• Safeguarding children and vulnerable guests under the Code of Professional Conduct.

ORGANISATIONAL CONTEXT 

The Receptionist plays a key role in creating a lasting impression of Hepburn Bathhouse & Spa. By delivering a seamless front-of-house experience, this role directly contributes to guest satisfaction, repeat visitation, and the reputation of Australia’s leading wellness destination.

Previous experience is a similar role is desirable, but candidates with a friendly attitude and a customer service mindset are encouraged to apply!

We value diversity and encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse (CALD) backgrounds, people of any age or gender, people identifying as lesbian, gay, bisexual, trans and gender diverse, intersex and/or queer (LGBTIQA+) and people with disability.

We are committed to providing a child safe environment. Please refer to our child safety framework. Successful applicants will be required to obtain a national police check and a Working with Children check.