Guest Experience Manager

Job Description

Job Description

Guest Experience Manager

Do people look to you for leadership? Are you known for inspiring those around you to perform at their best, in turn inspiring everyone around them? Do you see yourself as a creative problem solver and enjoy transforming someone’s day for the positive? If so, we’d like to invite you to apply for a Guest Experience Manager role with Burke Williams.

At Burke Williams, we believe that leaders exist at every level of the organization, and as an Guest Experience Manager, your job is to inspire and cultivate that leadership at all levels. As second-in-command to the General Manager, the way you inspire and lead your team is not only important for the success of the team, but also provides a critical foundation to deliver exceptional guest experiences.

Key Responsibilities

• Lead and inspire the team to go above and beyond to transform their guests’ days

• Create and foster an environment of open communication

• Motivate and mentor the team to achieve all business goals

• Reward individuals and teams for high performance and develop strategies to address areas of opportunity

• Uphold and manage brand standards for presentation and cleanliness with employees and throughout the spa

• Monitor and maintain excellent service levels across all departments

• Develop and implement innovative ways to inspire and motivate teams through incentives, parties, complimentary products or services, and more

• Lead training and sales classes along with one-on-one mentoring and coaching

• Create training programs as necessary, design new ways to develop and coach teams

• Engage with guests personally, building relationships and rapport and creating memorable experiences to transform their days

• Coach team members in-the-moment to ensure that the elevated Burke Williams customer service is delivered at every turn

Key Skills and Attributes

• Passion for serving others and creating unforgettable moments with guests

• Ability to expertly handle customer service feedback with professionalism and grace, ensuring that the guests feel heard and creating solutions that are mutually beneficial

• Excellent communication skills, innate ability to know the relevant parties who need to be informed, keeping open communication channels across all levels

• Ability to regularly prioritize and re-prioritize tasks to achieve the greatest benefit to the business and team

• Well organized, detail oriented, and meticulous but flexible to adapt quickly as needed

• Desire to engage personally with team members and guests, not interested in a “desk job”

• Forward-thinking: ability to anticipate needs of both guests and employees and predict future needs for your facility

• Motivate team to achieve membership, gift card, and product sales goals on a daily basis

• Salary: 70,500

Our Culture

Burke Williams is a family-owned company and we consider each employee a member of our family as well. We pride ourselves on promoting from within - the average manager has been with us for an average of 9 years! Many of our senior leadership started in positions such as Front Desk, Estheticians, and Massage Therapists, so when we say we promote growth and development, we stand by it! Our mission is, “We exist to transform your day” and we are honored to bring that to life for our employees as well as our guests.

Compensation and Perks

• Competitive compensation plus incentives and a 401K retirement plan

• World-class wellness program including complimentary massages and chiropractic care

• Generous employee discount on H2V, our proprietary skincare line

• Medical, dental, and vision benefits

• Advancement through development coaching, training, and career growth

About Burke Williams

Burke Williams Day Spas exist to transform your day. A leader in the wellness industry since 1984, Burke Williams introduced the original day spa and continues to innovate, providing the latest in self-care products and services. A luxurious sanctuary awaits at eleven locations across California, inspiring you to disconnect from the world and reconnect with your inner self. Burke Williams provides a comforting place for your body + soul to rest and revitalize. Unique spa services include signature facials, massages, nail care, and more for the ultimate in relaxation and transformative results!

At Burke Williams, we don't just accept differences-we celebrate it! Burke Williams is proud to be an equal opportunity workplace. We are committed to equal employment opportunities regardless of race, color, national or ethnic origin, ancestry, religion, sex, sexual orientation, age, gender identity and/or gender expression, citizenship, pregnancy, medical condition, marital status, physical and mental disability, military and Veteran status, and any other characteristic protected by law. Burke Williams provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans With Disabilities Act and applicable local laws. If you require accommodation, please call us or send us an email at View email address on ziprecruiter.com.

We will consider qualified applicants with criminal histories in a manner consistent with all applicable federal, state, and local laws, including the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring Ordinance.