Guest Services Specialist
About The Position
We’re looking for a Guest Services Specialist to join our HQ team and serve as a key point of contact for Spencer’s guests. This role is all about creating exceptional experiences — whether that means answering a phone call, responding to an email, helping a guest navigate a booking, or thoughtfully resolving a concern. You’ll be the calm, helpful, and welcoming voice of Spencer’s, making sure every guest feels heard and taken care of. The ideal candidate is naturally warm and service-oriented, an excellent communicator, and someone who genuinely enjoys helping people. You’ll work closely with our spa teams and HQ departments to resolve issues, identify opportunities to improve the guest experience, and ensure our high standards are reflected in every interaction. This is an in-office role based at our SoHo HQ and is a great opportunity for someone who is passionate about hospitality, wellness, luxury service, and creating memorable guest experiences.
Requirements
- 2+ years of experience in customer service, hospitality, luxury retail, wellness, or a similar guest-facing environment.
- A genuine passion for creating exceptional guest experiences.
- Excellent verbal and written communication skills with a warm, polished, and professional presence.
- Strong emotional intelligence and the ability to remain calm and composed in challenging situations.
- A natural problem-solver who takes ownership rather than simply passing an issue along.
- Highly organized with strong attention to detail and follow-through.
- Comfortable navigating multiple systems, communication channels, and priorities throughout the day.
- A team player who enjoys collaborating across departments and locations.
- Someone who is proactive, resourceful, and willing to jump in wherever needed.
- A hospitality mindset! You understand that the small details can make a big difference.
- Comfortable handling confidential or sensitive guest information with discretion.
- A genuine interest in Spencer’s, wellness, hospitality, and the experience we’re creating for our guests.
Responsibilities
- Serve as a primary point of contact for Spencer’s guests via phone, email, and other communication channels.
- Respond to guest questions, requests, feedback, and concerns with warmth, professionalism, and urgency.
- Take ownership of guest issues from start to finish, ensuring timely resolution and thoughtful follow-up.
- Partner with Spa Directors, Spa Hosts, therapists, and HQ teams to resolve guest concerns and find the best possible solutions.
- Assist guests with questions related to appointments, services, memberships, packages, policies, locations, and general Spencer’s offerings.
- Handle sensitive or escalated guest situations with empathy, discretion, and sound judgment.
- Identify recurring guest concerns and share feedback with leadership to help improve our operations and overall guest experience.
- Maintain a high level of knowledge about Spencer’s services, policies, locations, and brand standards.
- Document guest interactions accurately and ensure important information is communicated to the appropriate teams.
- Help identify opportunities to turn challenging guest interactions into positive experiences.
- Support the broader Guest Experience team and HQ with special projects and initiatives as needed.
- Represent the Spencer’s brand in every interaction and consistently deliver a polished, elevated level of service.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
