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 someones day for the positive? If so, wed like to invite you to apply for a Guest Experience Manager role with Burke Williams.

At Burke Williams, we believe that leaders exist at every level of the organization, and as an Assistant Facility Manager, your job is to inspire and cultivate that leadership at all levels. As second-in-command to the General Manager, the way you inspire and lead your team is not only important for the success of the team, but also provides a critical foundation to deliver exceptional guest experiences.

Key Responsibilities

• Lead and inspire the team to go above and beyond to transform their guests’ days
• Create and foster an environment of open communication
• Motivate and mentor the team to achieve all business goals
• Reward individuals and teams for high performance and develop strategies to address areas of opportunity
• Uphold and manage brand standards for presentation and cleanliness with employees and throughout the spa
• Monitor and maintain excellent service levels across all departments
• Develop and implement innovative ways to inspire and motivate teams through incentives, parties, complimentary products or services, and more
• Lead training and sales classes along with one-on-one mentoring and coaching
• Create training programs as necessary, design new ways to develop and coach teams
• Engage with guests personally, building relationships and rapport and creating memorable experiences to transform their days
• Coach team members in-the-moment to ensure that the elevated Burke Williams customer service is delivered at every turn

• Passion for serving others and creating unforgettable moments with guests
• Ability to expertly handle customer service feedback with professionalism and grace, ensuring that the guests feel heard and creating solutions that are mutually beneficial
• Excellent communication skills, innate ability to know the relevant parties who need to be informed, keeping open communication channels across all levels
• Ability to regularly prioritize and re-prioritize tasks to achieve the greatest benefit to the business and team
• Well organized, detail oriented, and meticulous but flexible to adapt quickly as needed
• Desire to engage personally with team members and guests, not interested in a “desk job”
• Forward-thinking: ability to anticipate needs of both guests and employees and predict future needs for your facility
• Motivate team to achieve membership, gift card, and product sales goals on a daily basis

• Competitive compensation plus incentives and a 401K 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
• Stress-free shift coverage and flexible scheduling plus vacation and sick days
• Advancement through development coaching, training, and the opportunity for annual raises and career growth