Guest Experience Manager

Burke Williams • Santa Monica, CA

32d

About The Position

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. At Burke Williams, we believe leadership isn’t tied to a title, it’s a way of showing up. As a Guest Experience Manager, you are the heartbeat of the spa, spending most of your time on the floor building relationships, celebrating wins, elevating performance, and creating unforgettable moments for both guests and employees. You set the tone for connection, joy, teamwork, and service excellence, helping every team member step into their own leadership potential while transforming the days of those we serve.

Requirements

• 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

Responsibilities

• 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

Benefits

• 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
• Advancement through development coaching, training, and the opportunity for annual raises and career growth

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed