Lead Guest Experience Coordinator

Hiatus Day Spa Med Spa•Fort Worth, TX

3d•$0 - $20•Onsite

About The Position

As our Lead Guest Experience Coordinator, you're not just delivering “The Hiatus Way”; you're building the team that delivers it. You'll lead, coach, and grow a team of Guest Experience Coordinators who create the warm welcome that begins each guest's journey with us and the lasting impression they carry with them. This role blends the heart of a relationship builder with the mind of an operator: you'll set the standard for guest connection while managing the schedule, the numbers, and the people that make a spa run beautifully. You'll be the steady hand your team looks to and the person guests trust from the moment they walk in. We believe at Hiatus that we are “Day Makers,” and as the Lead GEC, you're the one who makes sure every Day Maker on your team is set up to shine.

Requirements

A love for customer service paired with real leadership instinct
Experience hiring, training, or leading a team — or a clear readiness to step into that role
A natural gift for connecting with people and making them feel valued
Take pride in your personal presentation and understand the beauty and self-care industry
Passionate about wellness and helping others feel their best
Excel at building relationships, not just completing transactions or managing a schedule
Have an engaging, warm personality that puts people at ease and the ability to bring that same energy out in a team
Are highly organized, detail-oriented, and comfortable problem-solving on the spot
Possess strong written and verbal communication skills and enjoy educating others

Responsibilities

Lead the way in delivering “The Hiatus Way” - best-in-class experience, customized results-driven services, expert treatment plans, and at-home care
Train and coach your Guest Experience Coordinator team, building a group that's engaged, high-performing, and proud to be part of Hiatus
Enroll new H-Circle members by educating guests on the benefits and value of the Hiatus Membership, and coach your team to do the same — consistently hitting membership conversion goals
Ensure the spa environment is beautiful, welcoming, and always aligned with the Hiatus brand and standards
Ensure all guests are greeted, checked in, and provided a tour of the spa
Own the appointment schedule, monitoring it daily to maximize productivity and keep the guest experience seamless
Upon the completion of the service, ensure guests are rebooked, their ticket is reviewed, and if they need additional home care
Answering any calls not answered by the call center regarding any and all guest concerns, and serving as the point of contact for negative account balances and escalated issues
Perform opening and closing duties, balancing all forms of payment and reporting any discrepancies immediately
Coordinate spa groups and on-site events
Take initiative to resolve guest complaints, partnering with the leadership team on solutions