Guest Services Manager

The Guest Experience Manager supports the General Manager in ensuring the smooth daily operation of a Watershed Spa location. This role leads the team in expediting stellar guest experience through proactive communication and anticipating our guests needs, while delivering a consistently welcoming guest experience while managing key aspects of daily operations. The Guest Experience Manager builds a high-performing team through coaching, leadership, and accountability while supporting broader operational responsibilities.

This role upholds Watershed's commitment to fiscal responsibility, peerless guest service, and the core values of Diversity, Empathy, Love, Trust, and Accountability (DELTA).

Key Responsibilities Operational Excellence

• Support the General Manager in overseeing day-to-day spa operations, stepping in where needed to ensure seamless service.
• Ensure all procedures are documented, trained, and consistently followed.
• Ensure the team maintains accurate sales transactions, and provides basic guest recommendations in alignment with training.
• Monitor the team's performance on retail standards and escalate guest feedback or sales opportunities to the General Manager.
• Participate in budget awareness and assist the General Manager in monitoring labor, scheduling, and costs, balancing fiscal responsibility with guest experience standards.
• Identify opportunities to improve operations and escalate recommendations to the General Manager.
• Directly supervise the Watershed team, including hiring, scheduling, training, and performance management.
• Ensure onboarding for staff is delivered consistently and in alignment with Watershed standards.
• Partner with the General Manager to support Supervisors as needed.
• Develop leadership skills through ongoing coaching from the General Manager and Director of Business Operations.

Guest Experience

• Ensure the team delivers an exceptional first impression to every guest, from arrival to departure.
• Resolve guest concerns promptly with professionalism and empathy, escalating to the General Manager when appropriate.
• Model DELTA values in daily leadership and guest interactions.

Systems & Accountability

• Ensure the team uses project and task management systems consistently for their work.
• Track guest-facing metrics such as check-in efficiency, scheduling accuracy, and front desk guest feedback.
• Provide timely updates to the General Manager on staff performance, challenges, and opportunities.

Success Measures

• Watershed team consistently delivers a peerless first impression and smooth guest entry/exit experience.
• Retail products are consistently staged, sales transactions handled accurately, and staff demonstrate appropriate product knowledge.
• Onboarding completed for all hires in line with Watershed standards.
• Scheduling, labor, and front desk operations run smoothly with minimal errors.
• Guest satisfaction scores reflect a consistently exceptional guest experience.
• Guest Experience Manager demonstrates measurable growth in leadership capability.
• Proactively supports the General Manager in broader operational tasks and is prepared to step in as needed.

Qualifications & Skills

• Experience in hospitality, wellness, or other guest-facing service environments.
• Demonstrated ability to lead or supervise a team.
• Strong organizational skills, with attention to detail in scheduling and guest service.
• Comfort with retail staging, sales transactions, and basic product recommendations.
• Excellent communication and interpersonal skills.
• Commitment to learning and development as a leader.
• Alignment with Watershed’s values and commitment to guest experience.

The Watershed Way

At Watershed, every leader is responsible for modeling and reinforcing the Watershed Way; a commitment to operational excellence, proactive leadership, and the DELTA values of Diversity, Empathy, Love, Trust, and Accountability.