Guest Experience Manager
About The Position
Our brand purpose is to Elevate the Lives of the People we Touch. Join the Massage Heights team to help us inspire, educate, and promote a balanced lifestyle for every member and guest. At Massage Heights, our Guest Experience Managers (GEMs) are the heart of the retreat. They ensure every guest feels welcomed, cared for, and connected to their personal wellness journey. GEMs are responsible for providing an exceptional guest experience, building strong relationships, and guiding guests toward membership programs that support long-term wellness. This position is ideal for individuals who are passionate about health and wellness, enjoy engaging with people, and thrive in a results-driven environment.
Requirements
- Previous customer service, hospitality, or sales experience preferred.
- Strong interpersonal and communication skills.
- Goal-oriented, motivated by performance metrics and sales targets.
- Ability to multi-task in a fast-paced environment.
- Professional demeanor with a passion for wellness and self-care.
Responsibilities
- Greet guests warmly and deliver a personalized, professional, and seamless experience.
- Guide guests through check-in, service selection, and check-out with clarity and care.
- Manage appointment scheduling and match guests with the right therapist for their needs.
- Handle guest concerns with empathy, professionalism, and effective problem-solving.
- Conduct consultations and recommend services, therapists, and enhancements tailored to guest needs.
- Present and enroll guests into our Wellness Membership Programs, meeting or exceeding conversion goals.
- Support monthly sales initiatives, promotions, and community outreach efforts.
- Maintain a deep understanding of Massage Heights services, pricing, and membership options.
- Process payments, memberships, and account updates accurately.
- Assist with cancellation saves, membership freezes, and retention strategies.
- Collaborate with the Retreat Director and fellow GEMs to achieve team goals.
- Ensure retreat cleanliness, organization, and a welcoming atmosphere.
Benefits
- 401(k) matching
- Bonus based on performance
- Dental insurance
- Employee discounts
- Health insurance
- Paid time off
- Training & development
- Wellness resources
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
