Guest Experience Manager

Purpose

The GEM is a valued member of the spa leadership team, tasked with oversight of the day-to-day spa operations and Spa Concierge team. The GEM will report to and work closely with the Spa Director, and work closely with the District Manager, Corporate Spas and the Department Leads to ensure the delivery of world-class customer service, drive top-line revenue, and collaborate/drive marketing initiatives in partnership with the team.

Role expectations include meeting/exceeding key performance indicators (KPIs), facilitation of management, ensuring guest satisfaction, addressing guest concerns, training of Concierge staff, and continued employee coaching and development. The GEM is responsible for upholding all Woodhouse Spa standards that are set forth in the Operations Manual and shall strive each day to exceed guest expectations.

• Manage and monitor all areas of spa operations to ensure compliance with policies and procedures outlined in the Woodhouse Spa Operations Manual.
• Demonstrate and reinforce excellent customer service to promote guest satisfaction and retention.
• Address all guest issues and concerns when MOD for the location.
• Take ownership of the Group Bookings process and communication with guests around planning special events.
• Daily analysis of reporting schedules to determine performance in service sales, retail sales, average ticket, success of promotional offers, schedule utilization and maximization.
• Identify areas of opportunity for increasing profitability on a daily, weekly, and monthly basis.
• Ensure the spas meet/exceed goals set for the locations, departments, and individual contributors.
• Implement strategy and coaching initiatives to increase performance, monitoring and communicating progress to the leadership teams with consistency.
• Update master schedule in partnership with management team, Department Leads, and Spa Director.
• Coordinate and manage training opportunities for Spa Concierge in conjunction with the Department Leads and Spa Director for in-spa operations, vendor product knowledge and treatment protocols.
• Partner with Corporate Field Marketing Manager in on-spa marketing needs and execution of in-spa campaign initiatives.
• Partner with location leadership team to address maintenance requests.
• Maintain a professional appearance in accordance with the specified dress code.
• Perform other projects, work, and activities as assigned to ensure the spas are running at optimal performance.
• Guarantee compliance with all state and local rules and regulations.

• Leadership
• Communication
• Guest Service
• Detail-oriented
• Organization
• Customer service
• Time management
• Delegation
• Self-motivated
• Analytical thinking
• Decision-making
• Strategic planning
• Relationship building
• Creative thinking

The Guest Experience Manager reports directly to the Spa Director.

The rate for this role is $21-$23 an hour. This role is bonus-eligible and will be elaborated on in the interview process. This position is non-exempt, meaning it is eligible for overtime compensation. This is a full-time role that requires an individual to work a schedule that accommodates the needs of the business (days, evenings, and/or weekends).