Guest Experience Manager

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 District Manager, Corporate Spas 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. Responsibilities Role expectations include meeting/exceeding key performance indicators (KPIs), facilitate 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. Role Specifications Manage and monitor all areas of spa operations to ensure compliance with policies and procedures outlined in the Woodhouse Spa Operations Manual. Demonstrate and reinforce excellent customer service to promote guest satisfaction andretention. AddressallguestissuesandconcernswhenMODforthe 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,averageticket,successofpromotionaloffers,scheduleutilizationandmaximization. Identifyareasofopportunityforincreasingprofitabilityonadaily,weekly,andmonthly basis. Ensure the spas meet/exceed goals set for the locations, departments, and individual contributors. Implement strategy and coaching initiatives to increase performance, monitoring andcommunicating progress to the leadership teams with consistency. Updatemasterscheduleinpartnershipwithmanagementteam,DepartmentLeads, and Spa Director. CoordinateandmanagetrainingopportunitiesforSpaConciergeinconjunctionwiththe Department Leads and Spa Director for in-spa operations, vendor product knowledge and treatment protocols. PartnerwithCorporateFieldMarketingManageronin-spamarketingneeds and execution of in-spa campaign initiatives. Partnerwithlocationleadershipteamtoaddressmaintenancerequests. Maintaina professional appearance in accordancewith the specified dresscode. Performotherprojects,work,andactivitiesasassignedtoensurethespasare running at optimal performance. Guaranteecompliance with all stateand local rules andregulations. Skills Leadership Communication Guest Service Detailoriented Organization Time management Delegation Self-motivated Analytical thinking Decision-making Strategic planning Relationship building Creative thinking Organizational Relationships TheGuest Experience Manager reportsdirectlyto the Spa Director. Compensation & Hours The rate for this role is $21-$23 an hour. This role is bonus-eligible and will be elaborated on in the interview process. This position is non-exempt, meaning it is eligible for overtime compensation. This is a full-time role that requires an individual to work a schedule that accommodates the needs of the business (days, evenings, and/or weekends). #J-18808-Ljbffr