Guest Service Coordinator Hospitality Ambassador

Sauna House Summerville•Summerville, SC

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 daily business operations. The role creates memorable experiences, builds lasting guest relationships, supports membership growth, and represents the Sauna House brand in every interaction. The position combines guest hospitality, sales and membership support, reservation and payment processing, facility upkeep, safety awareness, and teamwork. Success is measured primarily by top-line revenue and guest experience, with supporting metrics that include membership conversions and renewals, retail sales, guest satisfaction and Google review mentions, reservation accuracy, attendance and punctuality, training completion, and guest and brand standards scores.

Requirements

Strong emotional intelligence and communication skills.
Attention to detail and time-management skills.
Ownership mindset and hospitality-first mentality; humble, adaptable, and confident.
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.
Availability for a schedule that varies by business need, including evenings, weekends, and holidays.

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.
Authentic enthusiasm for the thermal cycle and the Sauna House ritual.

Responsibilities

Create a warm, attentive experience at every touchpoint, greeting guests at check-in and anticipating their needs throughout their visit.
Resolve guest concerns with empathy, professionalism, and urgency, seeking opportunities to exceed expectations.
Educate guests about Sauna House offerings, massage services, memberships, retail, and events.
Maintain a welcoming presence throughout the bathhouse and build relationships that encourage repeat visits.
Promote memberships, packages, massage services, and retail by explaining the value of Sauna House offerings.
Recommend memberships, services, and products based on guests’ 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 and create an efficient arrival and departure experience.
Manage reservations, scheduling, and guest communications, and 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.
Maintain a clean, organized, and fully stocked environment across guest-facing spaces.
Follow safety, health, and guest protocols; identify and promptly 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 teammates during busy periods and assist in multiple areas of the business with a team-first mindset.
Participate in team meetings and training, and share guest feedback and ideas to improve guest experience and operational efficiency.