Guest Experience Manager

Massage Heights - Atlanta•Atlanta, GA

About The Position

Massage Heights - Atlanta is seeking a passionate and driven Guest Experience Manager to lead the front-of-house team and create exceptional wellness journeys for guests. The role combines hospitality with work in the health and wellness industry in a fast-paced, people-first environment. The manager oversees daily guest-facing operations, sales, staffing, performance, and the retreat environment. Massage Heights is a membership-based massage and facial therapy franchise offering professional wellness services. Its Atlanta retreat serves guests seeking relief, relaxation, and rejuvenation, and describes its team culture as supportive, with employees valued, developed, and inspired to do their best work.

Requirements

At least 2 years of experience in a customer service, hospitality, or retail management role.
A proven track record in membership or subscription-based sales.
Strong leadership skills and experience managing and developing a team.
Excellent communication, conflict resolution, and interpersonal skills.
Proficiency with point-of-sale and scheduling software.
Strong organizational skills and the ability to multitask in a dynamic environment.
Passion for health, wellness, and delivering outstanding guest experiences.

Responsibilities

Oversee daily front desk operations and provide a seamless, welcoming guest experience from arrival to departure.
Drive membership sales, renewals, and retail product recommendations to meet revenue targets.
Handle guest concerns, complaints, and escalations professionally and with care.
Manage scheduling, staffing, and team accountability to ensure optimal coverage.
Monitor and report on key performance indicators, including conversion rates, member retention, and guest satisfaction.
Maintain a clean, organized, and tranquil retreat environment aligned with brand standards.