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, grows memberships, and protects the Sauna House brand through every interaction. The position supports Sauna House’s mission to improve mental and physical well-being through intentional experiences involving heat, cold, rest, and therapeutic massage. The coordinator is accountable for top-line revenue and guest experience, with success supported by 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. The position is full-time or part-time, with a schedule that varies according to business needs and may include evenings, weekends, and holidays. The role is based in Summerville, reports to the General Manager, and is in the Operations department. It is non-exempt and pays starting at $18 per hour, with potential membership and retail incentives. Sauna House describes itself as a modern Nordic spa focused on giving people space to slow down. It values belonging, joy, honesty, stewardship, and presence, and says it invests in its team through coaching, collaboration, and growth opportunities. This franchise is independently owned and operated; applications go to the franchisee, which makes hiring decisions.

Requirements

Strong emotional intelligence and communication skills.
Attention to detail and time management skills.
A hospitality-first ownership mindset; 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.

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 Sauna House ritual.
A natural hosting approach, noticing guest needs and environmental details and acting without being asked.

Responsibilities

Create a warm, attentive experience at every guest 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 visible, welcoming presence throughout the bathhouse and build relationships that encourage repeat visits.
Promote memberships, packages, massage services, and retail by educating guests about their value.
Recommend memberships, services, and products based on guests’ individual needs and wellness goals.
Support promotional campaigns, local marketing, and special events that build 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, welcoming 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 confidentially.
Complete opening, mid-shift, and closing procedures, and restock inventory and guest amenities.
Maintain clean, organized, and fully stocked 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 promptly communicate maintenance needs.
Communicate openly, respectfully, and professionally with teammates and leadership.
Support teammates during busy periods and assist across business areas with a team-first mindset.
Participate in team meetings and training, and share guest feedback and ideas to improve guest experience and operational efficiency.