Guest Service Coordinator Hospitality Ambassador

Sauna House Durham•Durham, NC

10d•Onsite

About The Position

The Guest Service Coordinator is the first and last point of contact for every guest — delivering an exceptional hospitality experience, maintaining an inviting and well-presented bathhouse, and supporting the daily operation of the business. You’ll create memorable experiences, build lasting relationships, grow memberships, and protect the Sauna House brand through every interaction. Sauna House is a modern Nordic spa built around the simple idea that people feel better when they have space to slow down. We’re building a group of thoughtful, reliable, and welcoming individuals who care about creating a great experience for others. If you’re drawn to hospitality, wellness, and real-world connection, you’ll feel at home with us.

Requirements

A natural host — you treat the bathhouse like your own home and every guest like a personal invitee
You notice the small things: the guest who looks lost, the fingerprint on the glass, the chance to make someone’s day better — and you act without being asked
Authentic enthusiasm for the thermal cycle and the Sauna House ritual
Ownership mindset with a hospitality-first mentality — humble, adaptable, and confident
Strong emotional intelligence, communication skills, attention to detail, and time management
Ability to stand and walk for extended periods
Ability to lift up to 40 pounds
Ability to work in hot and cold environments associated with the Sauna House experience
Ability to perform cleaning, stocking, and operational tasks throughout the shift

Nice To Haves

experience in hospitality, food and beverage, or wellness
familiarity with contrast therapy
comfort promoting memberships or retail
experience with reservation, scheduling, or point-of-sale systems

Responsibilities

Create a warm, attentive experience at every touchpoint — greeting guests at check-in and anticipating their needs throughout the visit
Resolve guest concerns with empathy, professionalism, and urgency, looking for opportunities to exceed expectations
Educate guests on Sauna House offerings, massage services, memberships, retail, and events to enhance their wellness journey
Maintain a visible, welcoming presence throughout the bathhouse and build relationships that inspire repeat visits
Promote memberships, packages, massage services, and retail by confidently educating guests on the value of Sauna House offerings
Recommend memberships, services, and products based on each guest’s individual needs and wellness goals
Support promotional campaigns, local marketing, and special events that drive brand awareness and guest engagement
Contribute to individual and location sales goals through hospitality, product knowledge, and personalized recommendations
Check guests in and out accurately while creating a welcoming, efficient arrival and departure experience
Manage reservations, scheduling, and guest communications; respond promptly to inbound inquiries
Process payments correctly, maintain accurate guest records, and protect guest information with professionalism and confidentiality
Complete opening, mid-shift, and closing procedures; restock inventory and guest amenities to support uninterrupted operations
Maintain an “opening day” clean, organized, and fully stocked environment across all guest-facing spaces
Follow all safety, health, and guest protocols; proactively identify and immediately report hazards or operational issues to leadership
Monitor sauna and cold pool functionality and communicate maintenance needs promptly
Communicate openly, respectfully, and professionally with teammates and leadership
Support fellow team members during busy periods and assist in multiple areas of the business with a team-first mindset
Participate in team meetings and training; share guest feedback and ideas that improve the guest experience and operational efficiency