Guest Service Coordinator Hospitality Ambassador

Job Description

Job Description

Benefits:

• Employee discounts
• Flexible schedule
• Paid time off
• Wellness resources

About Sauna HouseAt Sauna House, we've reimagined the ancient traditions of the thermal cycle for the modern world. We create intentional experiences that promote recovery, relaxation, and well-being through heat, cold, rest, and therapeutic massage — welcoming everyone from seasoned practitioners to those just beginning their wellness journey. We believe exceptional guest experiences begin with exceptional people, which is why we invest in our team through coaching, collaboration, and real opportunities for growth.

• Mission — To improve the mental and physical well-being of the world, one guest at a time.
• Values — Belonging, Joy, Honesty, Stewardship, Presence

Position SummaryThe 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 the daily operation of the business. You’ll create memorable experiences, build lasting relationships, grow memberships, and protect the Sauna House brand through every interaction.

Key Responsibilities
Guest Experience & Hospitality

• Create a warm, attentive experience at every touchpoint — greeting guests at check-in and anticipating their needs throughout the visit
• Resolve guest concerns with empathy, professionalism, and urgency, looking for opportunities to exceed expectations
• Educate guests on Sauna House offerings, massage services, memberships, retail, and events to enhance their wellness journey
• Maintain a visible, welcoming presence throughout the bathhouse and build relationships that inspire repeat visits

Sales & Membership Growth

• Promote memberships, packages, massage services, and retail by confidently educating guests on the value of Sauna House offerings
• Recommend memberships, services, and products based on each guest’s individual needs and wellness goals
• Support promotional campaigns, local marketing, and special events that drive brand awareness and guest engagement
• Contribute to individual and location sales goals through hospitality, product knowledge, and personalized recommendations

Daily Operations

• Check guests in and out accurately while creating a welcoming, efficient arrival and departure experience
• Manage reservations, scheduling, and guest communications; respond promptly to inbound inquiries
• Process payments correctly, maintain accurate guest records, and protect guest information with professionalism and confidentiality
• Complete opening, mid-shift, and closing procedures; restock inventory and guest amenities to support uninterrupted operations

Safety & Facility Standards

• Maintain an “opening day” clean, organized, and fully stocked environment across all guest-facing spaces
• Follow all safety, health, and guest protocols; proactively identify and immediately report hazards or operational issues to leadership
• Monitor sauna and cold pool functionality and communicate maintenance needs promptly

Teamwork & Communication

• Communicate openly, respectfully, and professionally with teammates and leadership
• Support fellow team members during busy periods and assist in multiple areas of the business with a team-first mindset
• Participate in team meetings and training; share guest feedback and ideas that improve the guest experience and operational efficiency

What We're Looking For

• A natural host — you treat the bathhouse like your own home and every guest like a personal invitee
• You notice the small things: the guest who looks lost, the fingerprint on the glass, the chance to make someone’s day better — and you act without being asked
• Authentic enthusiasm for the thermal cycle and the Sauna House ritual
• Ownership mindset with a hospitality-first mentality — humble, adaptable, and confident
• Strong emotional intelligence, communication skills, attention to detail, and time management
• Preferred: 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

How Success Is MeasuredThe Guest Service Coordinator is accountable for two primary outcomes: Top-Line Revenue and Guest Experience — supported by metrics including 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.

Physical Requirements

• 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

Position Details

• Title: Guest Service Coordinator
• Location: Durham
• Reports To: General Manager
• Department: Operations
• FLSA Status: Non-Exempt
• Employment Type: Part-time
• Schedule: Varies by business need, including evenings, weekends, and holidays

Compensation  Pay: Starting at $17/hour + tips
Bonus Potential: Eligible for membership and retail incentives

Equal Opportunity EmployerSauna House is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local law.