Guest Experience Coordinator

Guest Experience Coordinator

Robert Andrew Salon & Spa | Crofton, MD

Robert Andrew Salon & Spa is seeking an experienced Guest Experience Coordinator to join our leadership team and work directly with our Director to oversee the day-to-day guest experience and front-of-house operations.

This is a leadership position
, not an entry-level front desk role. We are looking for a mature, polished professional with at least 3 years of leadership experience
, preferably within a salon, spa, hospitality, or other high-touch guest service environment.

The ideal candidate is confident leading a team, highly organized, comfortable in a fast-paced environment, and understands that exceptional guest service requires both warmth and strong attention to operational details.

• Work directly with the Director to oversee daily Guest Experience operations
• Lead, coach, train, and support Guest Experience team members
• Maintain a professional, welcoming, luxury-level experience from arrival through checkout
• Ensure accuracy in appointment scheduling, confirmations, check-in and checkout
• Oversee group bookings, spa packages, suites, special occasions, and other detailed reservations
• Assist with resolving guest concerns professionally and promptly
• Monitor the guest experience throughout the salon and spa and proactively address service issues
• Ensure proper guest escorting and communication between the front desk, spa, salon, and service providers
• Maintain appropriate noise levels and presentation throughout guest-facing areas
• Support retail, gift card, membership, package, and promotional initiatives
• Ensure opening and closing procedures, register transactions, and daily balancing procedures are completed accurately
• Assist with staff scheduling, training, accountability, and adherence to established procedures
• Provide hands-on front desk and guest support during busy periods
• Partner with management to continually improve systems, service standards, and the overall guest experience

• Minimum 3 years of experience in a leadership or supervisory role
• Salon, spa, hospitality, hotel, resort, or luxury guest-service experience strongly preferred
• Previous experience leading and developing a front desk or guest services team preferred
• Excellent communication and problem-solving skills
• Strong organizational skills and attention to detail
• Comfortable handling challenging guest situations with professionalism
• Able to prioritize and make decisions in a busy, fast-paced environment
• Strong computer and scheduling/POS skills
• Dependable, professional, and committed to a long-term leadership position
• Flexible availability, including evenings and weekends, is required

We are looking for someone who enjoys being present and engaged with both guests and the team
. This position is ideal for an experienced hospitality or salon/spa professional who wants to take ownership of the guest experience while working closely with senior leadership to maintain exceptional service standards.

Robert Andrew Salon & Spa has served the community for more than 50 years. We are looking for a leader who values professionalism, accountability, teamwork, and creating an exceptional experience for every guest.