Spa Lead Guest Services Coordinator

Huntington San Francisco•San Francisco, CA

14d•Onsite

About The Position

The Lead Spa Guest Services Coordinator oversees daily spa front desk operations, membership services, and guest-facing functions to ensure an exceptional, seamless, and luxurious experience. This leadership role supports the Spa Management Team by supervising the Guest Services team, optimizing reservations, managing member relations, and ensuring elevated service standards. The Lead Coordinator also serves as Manager on Duty (MOD) as assigned, ensuring smooth operations, guest satisfaction, and staff support.

Requirements

1–2+ years of luxury spa, retail, hospitality front desk, or concierge experience.
Proficiency with spa software (SpaSoft, Book4Time, Mindbody, or similar).
Strong communication, organization, and multitasking abilities.
Professional, polished demeanor with excellent service intuition.
Availability for evening, weekend, and holiday shifts.
Warm, gracious, and naturally service-oriented.
Highly organized, proactive, and solution-focused.
Calm under pressure with a luxury-service mindset.
Committed to maintaining a serene, elevated guest environment.

Nice To Haves

Previous supervisory or lead experience highly preferred.
Confident leader with strong coaching abilities.

Responsibilities

Provide warm, sophisticated, and anticipatory service to all spa guests and members.
Handle guest concerns professionally, resolving issues promptly and thoughtfully.
Oversee VIP arrangements, personalization, and special requests.
Ensure guest preferences are accurately captured and communicated to therapists and attendants.
Maintain a calm, beautifully presented front-of-house environment.
Serve as the primary point of contact for spa members, ensuring a high-touch, relationship-driven experience.
Manage new member onboarding, including orientations, benefits explanations, paperwork, and welcome experiences.
Track member usage, preferences, service frequency, and feedback to enhance long-term retention.
Oversee member billing, renewals, holds, cancellations, and benefit fulfillment.
Support member-only events, promotions, and exclusive spa access periods.
Ensure all membership information is accurate, confidential, and up to date.
Monitor member amenities, lockers, and personalized touches to ensure consistency with luxury standards.
Lead the daily operations of the guest services desk, ensuring accuracy and elevated hospitality.
Optimize treatment scheduling to enhance therapist productivity and guest satisfaction.
Oversee communications, bookings, confirmations, modifications, and group reservations.
Ensure accuracy in check-ins, check-outs, payments, and recordkeeping.
Maintain polished execution of opening and closing procedures.
Act as the on-site leader in the absence of the Spa Manager or Director.
Oversee all spa operations during assigned MOD shifts, including front desk, locker rooms, treatment flow, and guest interactions.
Support attendants and therapists with coverage decisions, scheduling adjustments, and service recovery.
Handle escalated guest concerns with discretion and professionalism.
Perform facility walkthroughs to ensure cleanliness, ambiance, safety, and readiness.
Communicate all operational notes and incidents in detailed MOD reports to leadership.
Assist with emergency procedures, safety compliance, and coordination with other departments.
Train and mentor new Spa Receptionists in luxury service, systems use, and spa protocol.
Provide ongoing coaching and feedback to support performance and professional growth.
Lead daily shift briefings and ensure consistent communication across teams.
Assist with onboarding of new hires.
Recommend treatments, enhancements, retail products, and memberships to support revenue goals.
Ensure retail areas are beautifully presented, organized, and fully stocked.
Participate in inventory counts, restocking, and reporting.
Monitor booking patterns to identify opportunities for upselling and revenue optimization.
Liaise with therapists, attendants, food and beverage, housekeeping, and engineering to maintain flawless operational flow.
Manage late arrivals, no-shows, and schedule adjustments professionally and consistently.
Ensure compliance with safety guidelines, spa SOPs, and brand standards.
Assist with events, promotions, and seasonal activations.
Handle payment processing, cash-handling, and reporting with accuracy and integrity.
Maintain confidentiality of all guest and member information.
Review daily revenue, productivity, and booking reports.
Assist the Spa Management Team with administrative tasks as needed.