Location: You will be based in one shop, which will be your usual place of work. From time to time, you may be required to work in other stores, or to travel to training sessions, meetings or events - which may require an overnight stay. Working from home isn’t permitted.
Reports to: Spa Store Manager and Spa Manager
Are you passionate about providing exceptional customer service and creating truly memorable experiences? Do you thrive in a fast-paced environment and love interacting with people? If so, we'd love for you to join our team as a Lush Spa Receptionist!
Job Overview
As a Lush Spa Receptionist, you are the face of the spa, creating a warm and welcoming atmosphere for every guest. You'll be responsible for providing outstanding customer service, managing bookings, and supporting the spa team in delivering an unforgettable experience. You'll also play the role of hosting and building relationships with customers and promoting the spa within the local community.
Receptionists play an integral role in keeping the spa running smoothly behind the scenes. Requiring individuals to be organised and able to follow processes and procedures. You will need to be proactive in navigating the digital landscape, staying up to date with the latest systems, cross checking sales data is accounted for correctly. Each day spa takings will need to be shared and communicated with management to enable the cashing up process to be correct.
Contract Type: Temporary
Application Deadline: Monday 10th August 2026
Interview Date: Thursday 13th August 2026
Start Date: Monday 17th August 2026
Responsibilities
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Complete Data Privacy Training
Customer Service
- Deliver exceptional 5-star customer service, ensuring every guest feels valued and cared for.
- Being Spa Ambassador’s on the shop floor, and adding to the spa sales and productivity.
- Meet and greet customers on the shop floor, introducing them to the spa and its offerings.
- Answer customer inquiries with enthusiasm and knowledge, providing accurate information about treatments and products.
- Handle customer feedback and complaints with professionalism and empathy.
- Consistently participate in daily staff check-ins to identify potential spa sales opportunities and enhance revenue generation.
- Deliver and host spa & shop parties, bathing experiences and spa events.
- Regularly monitor and respond to online reviews ie Trip Advisor & google reviews.
Support the success in spa retail including stock management of products and selling spa products.
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Booking Management
- Manage the spa booking system, ensuring accurate scheduling and efficient customer flow. Including single, double and party bookings.
- Answer phone calls and emails promptly and professionally, handling booking inquiries and confirmations.
Maximise booking capacity through effective scheduling, utilisation of the booking system and 3rd party platforms.
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Sales & Promotion
- Actively promote spa treatments and products to customers, upselling add-on treatments and retail items.
- Encourage party bookings and special events, highlighting the unique experiences offered by the spa.
- Build relationships with local businesses and spa ambassadors to generate referrals and promote the spa within the community.
Communicate daily/weekly walk in opportunities with management and sales teams
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Team Support
- Support the spa team in maintaining a clean and organised spa environment.
- Assist with daily tasks such as opening and closing the spa, room turnovers & set up, dry ice & laundry as and when is needed to ensure the smooth running of treatments.
- Be responsible for administrative tasks, such as data entry and running reports.
- Generate spa product orders and oversee stock management.
- Provide training to new spa team members on reception procedures and customer service protocols.
- Co-ordinate and schedule training treatments with the spa manager.
- Arrange cover for therapist sickness, communicate and co-ordinate changes to customers and management accordingly.
Responsible for calculating and forecasting laundry for the spa, as well returning all stock to make the central stock holding system work as efficiently as possible.
Handling dry ice when needed for room set up (dry ice training required)
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Payments & Third Party Redemptions
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As part of the booking process you will be responsible for taking payments, deposits and refunds across the platforms used (Spa Breaks, Virgin, Buy A Gift, Saleor app bookings).
Building Loyalty
- Build strong customer relationships and encourage repeat bookings through personalised engagement.
Use guest feedback and preferences to tailor recommendations and ensure a high-standard of service.
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Essential Skills and Experience
- Excellent customer service skills with a passion for creating positive experiences.
- Strong communication and interpersonal skills, with the ability to build rapport with customers.
- Proficient in using booking systems and handling phone calls and emails professionally.
- Organised and efficient, with the ability to manage multiple tasks and prioritise effectively.
- A genuine interest in Lush products and values.
- Previous experience in a spa or customer-facing role is a plus.
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Holiday allowance
- 50% discount on Lush products and spa treatments
- Profit-based bonus
- Complimentary spa treatment*
- Pension scheme
- Paid day off for your birthday
- Cycle to work scheme
- Discounted rail and bus season tickets
- Employee assistance programme
- 6 months of full pay for parental leave (primary caregiver must qualify for SMP)*
- Enhanced paternity leave*
- There’s a big difference between "Flexible Working " (the legal minimum) and working flexibly. What that looks like varies from role to role and location to location. We actively welcome conversations about what working flexibly could mean and look like for you.
- We’re 10% Employee Owned - all colleagues play a role in protecting our ethics, our independence, contributing ideas for the future and share in the rewards of success when the company is doing well.
- Access to employee-led Community Networks, including Disability and Chronic Illness, Family Support, Global Majority (Race and Ethnicity), LGBTQIA+, Menopause and Neurodiversity communities.
- Tailored gender affirming care*
Qualifying period/hours required*
We believe that your information is yours and that it is Lush's responsibility to process your personal information in a secure, fair and accurate manner. Every individual processed by LUSH has certain rights over their data, which are detailed in our Privacy Notice here.
Since establishing in 1995 in Poole, Dorset, Lush has been driven by innovation and its ethics.
Creators of pioneering beauty products such as the fizzing bath bomb, shower jellies and solid shampoo bars, we place emphasis on fresh ingredients like organic fruits and vegetables, fight against animal testing and combat over-packaging by developing products that can be sold ‘naked’ to the customer without any packaging.
We currently operate in 52 countries with 928 global shops. Through our separate business divisions we invent, manufacture and sell our handmade products direct to our customers through our own shops and online. The fact that we make all our products by hand is something we are really rather proud of!
Lush is 10% Employee Owned since 2017 and our people are the heart and soul of our business.
