Guest Experience Manager Job at The Woodhouse Day Spa

Guest Experience Manager

The Woodhouse Day Spa - Buffalo

Location:
United States , Denver

Category:
Hospitality and Tourism

Contract Type:
Not provided

Salary:

21.00 - 23.00 USD / Hour

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Job Description:

The GEM is a valued member of the spa leadership team, tasked with oversight of the day-to-day spa operations and Spa Concierge team. The GEM will report to and work closely with the Spa Director, and work closely with the Operations Manager, Director of Operations, and the Department Leads to ensure the delivery of world-class customer service, drive top-line revenue, and collaborate/drive marketing initiatives in partnership with the team. Role expectations include meeting/exceeding key performance indicators (KPIs), facility management, ensuring guest satisfaction, addressing guest concerns, training of Concierge staff, and continued employee coaching and development. The GEM is responsible for upholding all Woodhouse Spa standards that are set forth in the Operations Manual and shall strive each day to exceed guest expectations.

Job Responsibility:

Manage and monitor all areas of spa operations to ensure compliance with policies and procedures
Demonstrate and reinforce excellent customer service to promote guest satisfaction and retention
Address all guest issues and concerns when MOD for the location
Take ownership of the Group Bookings process and communication with guests around planning special events
Daily analysis of reporting schedules to determine performance in service sales, retail sales, average ticket, success of promotional offers, schedule utilization and maximization
Identify areas of opportunity for increasing profitability on a daily, weekly, and monthly basis
Ensure the spas meet/exceed goals set for the locations, departments, and individual contributors
Implement strategy and coaching initiatives to increase performance, monitoring and communicating progress to the leadership teams with consistency
Update master schedule in partnership with management team, Department Leads, and Spa Director
Coordinate and manage training opportunities for Spa Concierge in conjunction with the Department Leads and Spa Director for in-spa operations, vendor product knowledge and treatment protocols
Partner with Corporate Field Marketing Manager on in-spa marketing needs and execution of in-spa campaign initiatives
Partner with location leadership team to address maintenance requests
Maintain a professional appearance in accordance with the specified dress code
Perform other projects, work, and activities as assigned to ensure the spas are running at optimal performance
Guarantee compliance with all state and local rules and regulations

Requirements:

Leadership
Communication
Guest Service
Detail oriented
Organization
Customer service
Time management
Delegation
Self-motivated
Analytical thinking
Decision-making
Strategic planning
Relationship building
Creative thinking

What we offer:

Wellness resources
401(k)
401(k) matching
Dental insurance
Employee discounts
Health insurance
Training & development
Vision insurance
Paid CE and/or Licensure
Sign-On Bonus
Flexible Scheduling
Recognition Program
Team Building
Employee Discounts

Additional Information:

Job Posted:
January 06, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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