Guest Experience Manager

Radiance Holdings•San Antonio, TX

8h•$18 - $19•Onsite

About The Position

The Guest Experience Manager, or “GEM,” is a valued member of the spa leadership team, tasked with oversight of the day-to-day spa operations and Spa Concierge team. The GEM will report to and work closely with the Spa Director, and work closely with the Operations Manager, Director of Operations, and the Department Leads to ensure the delivery of world-class customer service, drive top-line revenue, and collaborate/drive marketing initiatives in partnership with the team.

Requirements

1-3+ years of supervisory experience in spa, retail, hospitality, or other service-based environments preferred
Prove sales experience with the ability to drive service and retail performance.
Strong customer service skills with experience resolving guest concerns professionally.
Demonstrated leadership ability with a track record of coaching and motivating team members.
Experience with scheduling, daily operations oversight, and basic performance metrics.
Strong organizational, communication, and multitasking skills in a fast-paced, goal-driven environment.
Experience with Meevo booking software a plus.

Responsibilities

Managing and monitoring all areas of spa operations to ensure compliance with policies and procedures outlined in the Woodhouse Spa Operations Manual.
Demonstrating and reinforcing excellent customer service to promote guest satisfaction and retention. Addressing all guest issues and concerns when serving as MOD for the location.
Daily analysis of reporting schedules to determine performance in service sales, retail sales, average ticket, success of promotional offers, schedule utilization and maximization.
Identifying areas of opportunity for increasing profitability on a daily, weekly, and monthly basis.
Ensuring the spas meet or exceed goals set for the locations, departments, and individual contributors. Implementing strategy and coaching initiatives to increase performance, monitoring and communicating progress to the leadership teams with consistency.
Creating the master schedule in partnership with the management team, Department Leads, and Spa Director.
Coordinating and managing training opportunities for Concierge in conjunction with the Department Leads and Spa Director for in-spa operations, vendor product knowledge, and treatment protocols.
Partnering with the Corporate Field Marketing Manager on in-spa marketing needs, coordination, and execution of in-spa campaign initiatives.
Participating in the execution of in-spa marketing event initiatives.
Partnering with the location leadership team to address maintenance requests and solicit project quotes.
Maintaining a professional appearance in accordance with the specified dress code.
Performing other projects, work, and activities as assigned to ensure the spas are running at optimal performance.
Guaranteeing compliance with all state and local rules and regulations.
Other duties as assigned.