Guest Experience Manager

Atlanta•Atlanta, GA

About The Position

Massage Heights - Atlanta is seeking a Guest Experience Manager to lead the front-of-house team and deliver a welcoming, exceptional experience for guests. The role combines hospitality and wellness in a fast-paced, people-first environment. The manager oversees front desk operations, supports revenue goals through membership and retail sales, manages staffing and team performance, and maintains a clean, tranquil retreat aligned with brand standards. Massage Heights is a membership-based massage and facial therapy franchise offering professional wellness services. Its Atlanta retreat provides a serene environment for guests seeking relief, relaxation, and rejuvenation. The company describes its team culture as supportive and committed to developing and inspiring employees, and emphasizes being loyal, authentic, diligent, and passionate.

Requirements

At least 2 years of experience in a customer service, hospitality, or retail management role.
Proven track record in membership or subscription-based sales.
Strong leadership skills, including 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 ability to multitask in a dynamic environment.
Passion for health and wellness and delivering outstanding guest experiences.

Responsibilities

Oversee daily front desk operations and ensure 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 key performance indicators, including conversion rates, member retention, and guest satisfaction.
Maintain a clean, organized, and tranquil retreat environment aligned with brand standards.