Guest Experience Manager

Do people look to you for leadership? Are you known for inspiring those around you to perform at their best, in turn inspiring everyone around them? Do you see yourself as a creative problem solver and enjoy transforming someone's day for the positive? If so, we'd like to invite you to apply for a Guest Experience Manager role with Burke Williams.

• Be a visible, energetic presence on the floor, connecting with employees throughout the day and ensuring they feel supported, motivated, and valued
• Strengthen guest connection by being present, approachable, and relationship-focused throughout the spa
• Foster employee engagement by designing creative contests, recognition programs, celebrations, appreciation moments, and fun team traditions
• Build strong, trusting relationships with employees through daily check-ins, active listening, coaching, encouragement, and transparent communication
• Inspire the team to go above and beyond to transform guest experiences and exceed expectations
• Foster a culture where personalized engagement and genuine care are standard for every guest
• Mentor employees on professional growth, performance improvement, communication, and service excellence
• Create a sense of belonging and teamwork by modeling positivity, curiosity, empathy, and accountability
• Deliver real-time coaching in the moment to strengthen service delivery, guest connection, and operational standards
• Lead interactive trainings, role-play sessions, selling workshops, and development classes that spark confidence and enthusiasm
• Partner with the General Manager to help drive business goals, celebrate progress, and identify opportunities for growth
• Anticipate guest needs and ensure experiences feel effortless, thoughtful, and memorable
• Engage guests personally, build rapport, and create memorable experiences that keep them returning
• Uphold Burke Williams brand standards in presentation, cleanliness, service, and overall service excellence through walkthroughs and follow-through
• Create innovative approaches to motivation, culture building, and team development
• Utilize guest feedback and use insights to continuously elevate service excellence
• Recognize high performance boldly and creatively, while offering development and support where improvement is needed

• Passion for people, service excellence, and creating meaningful human connections
• Natural relationship-builder who thrives on floor presence, conversation, coaching, development and collaboration
• Experience in leadership, guest service, retail, wellness, or similar guest-centric environments
• Strong communication skills with the ability to inspire, listen actively, and provide constructive feedback
• Demonstrated ability to motivate teams, drive engagement, and cultivate a positive workplace culture
• Creative problem solver who brings enthusiasm, curiosity, and resourcefulness to daily challenges
• Comfortable leading trainings, facilitating group discussions, and mentoring individuals at all levels
• Ability to prioritize, pivot, and maintain composure in a dynamic, fast-paced environment
• Strong sense of accountability, follow-through, integrity, and professional maturity
• Unwavering desire to uphold brand standards and consistent service excellence
• One who leads with empathy, encouragement, and respect
• Tech-savvy enough to confidently use scheduling, communication, and reporting platforms
• Weekend, evening, and holiday availability as business needs require
• Salary: 70k

Burke Williams is a family-owned company and we consider each employee a member of our family as well. We pride ourselves on promoting from within – the average manager has been with us for an average of 9 years! Many of our senior leadership started in positions such as Front Desk, Estheticians, and Massage Therapists, so when we say we promote growth and development, we stand by it!

Our mission is, "We exist to transform your day" and we are honored to bring that to life for our employees as well as our guests.

• Competitive compensation plus incentives and a 401(k) retirement plan
• World-class wellness program including complimentary massages and chiropractic care
• Generous employee discount on H2V, our proprietary skincare line
• Medical, dental, and vision benefits
• Advancement through development coaching, training, and the opportunity for annual raises and career growth

Burke Williams Day Spas exist to transform your day. A leader in the wellness industry since 1984, Burke Williams introduced the original day spa and continues to innovate, providing the latest in self-care products and services. A luxurious sanctuary awaits at ten locations across California, inspiring you to disconnect from the world and reconnect with your inner self. Burke Williams provides a comforting place for your body + soul to rest and revitalize.

Unique spa services include signature facials, massages, and more for the ultimate in relaxation and transformative results!