Guest Experience Lead - $18-$20 + Service Charges and Commission

Description

Unlock your potential at The Essex Resort & Spa!

Join us on a journey where passion meets profession in the heart of Vermont's scenic countryside. We redefine hospitality excellence, offering more than just a job—it's an opportunity to join a dynamic team committed to crafting unforgettable experiences.

Whether you're an experienced expert or an aspiring talent, our diverse career opportunities promise growth, fulfillment, and the chance to make a meaningful impact. From culinary maestros to hospitality enthusiasts, administrative aces to creative minds, there's a place for every skill set and aspiration within our family.

Join us in creating magical moments for our guests, where every smile, every detail, and every interaction embodies the essence of true hospitality. At The Essex Resort & Spa, success knows no bounds. Dare to dream, dare to achieve, and let your career flourish in an environment where excellence is not just a goal, but a way of life.

 The Guest Experience Lead is responsible for ensuring the daily success of our spa front desk by leading with hospitality, organization, and professionalism. This role supports the front desk and attendant teams through coaching, communication, and day-to-day operational oversight while creating an exceptional experience for every guest.Working closely with spa leadership, the Guest Experience Lead helps maintain a seamless guest journey, supports team development, and ensures our front desk consistently reflects the high standards of our spa.

Primary Responsibilities

• Lead the daily operations of the spa front desk.
• Provide real-time coaching, guidance, and support to Front Desk Coordinators.
• Deliver exceptional guest service and assist with service recovery when needed.
• Help optimize schedules, rebooking opportunities, and guest flow throughout the day.
• Support retail sales, memberships, and guest enhancements through education and coaching.
• Maintain high standards for cleanliness, organization, retail presentation, and overall guest experience.
• Serve as a communication bridge between the front desk, service providers, and spa leadership.
• Assist with training and onboarding new team members.
• Identify operational improvements and proactively solve problems as they arise.
• Model professionalism, accountability, and a positive team culture.

Qualifications

• Previous hospitality, customer service, or spa leadership experience preferred.
• Comfortable coaching and leading peers with professionalism and empathy.
• Positive attitude with a passion for creating memorable guest experiences.
• Strong communication and organizational skills.
• Ability to multitask in a fast-paced environment.
• Flexible schedule, including evenings, weekends, and holidays as needed.

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