Guest Experience Manager at Luxury Day Spa - Leesburg, VA

The Woodhouse Day Spa•Leesburg, VA

19d•$18 - $19

About The Position

The Guest Experience Manager is responsible for the entire guest experience from booking of the appointment through completion of service, and with follow up on guest feedback. The Guest Experience Manager is responsible for conforming to The Woodhouse standards set forth in the Team member Handbook and Operations Manual and will strive each day to exceed our guest’s expectations. At Woodhouse, we provide self-care that lasts. We believe that wellness and luxury should be accessible, and our customizable treatments and relaxing atmosphere provide the opportunity for our guest to feel revived and renewed long after they leave us. Are you a spa professional looking to make an impact in the wellness of others? Join us at Woodhouse where you’ll share your craft in a luxury environment with ample opportunity for growth. Founded in 2001, Woodhouse is a premier spa franchise with a fresh approach to self-care. Offering signature massages, facials, body treatments, rituals and more, we provide guests a holistic approach to wellness that lasts long after they leave the spa. With 85+ locations nationwide, we are the gold standard of neighborhood spas, powered by our commitment to an unparalleled spa experience that focuses on total well-being.

Responsibilities

All front desk operation and management including check in/outs of guests and working desk shifts when needed
Performs walk through of the entire spa daily to ensure cleanliness, organization, and consistency
Assist staff in dealing with any difficult and demanding guests to ensure guest satisfaction
Assist and oversee the opening and closing the spa
Responsible for Front Desk staff scheduling
Ensure the Front Desk reviews the Service Providers schedules for potential challenges and assists Service Providers with service preparations and clean-up when necessary
Update Front Desk schedules daily to ensure proper staffing based on business demands. Will always be thinking ahead to eliminate scheduling conflicts
Educates Front Desk and Guests on spa services and retail products
Coaches and evaluates Front Desk spa staff to ensure that staff levels meet spa needs, there is a high degree of motivation and retention of current staff, and high standards of quality are maintained in the spa
Ensures Front Desk takes inventory of retail products to ensure spa is stocked with all supplies needed to run on a daily basis
Reconciles Retail inventory
Is responsible for all hiring and training of front desk associates
Sets goals and holds accountable all front desk associates
Responsible for the review of all front desk associates with input from the Owners
Is always recruiting talent for front of house positions and recommends top candidates for hire to the Owners
Checks in daily with all front desk associates and sets consistent department meetings
Maintains online guest satisfaction surveys and responds in a timely manner
Completes daily DPR and reports to owners
Completes weekly GRR and reports on trends to owners
Responsible for reporting on status of happiness scores, reporting on guest trends and monitoring Millennium for all potential revenue opportunities
Assists the Owners on special projects
Assists with coordination and management of spa events to ensure the guests have an outstanding experience
Is available days, nights, weekends and holidays
Works directly with the Owners to uphold all spa standards, Front Desk protocols, protect the Woodhouse brand and meet business objective