Lead Guest Experience Coordinator

Job Description

Job Description

Position: Lead Guest Experience Coordinator

Company Overview:

Hiatus is an iconic Texas-based Day Spa & Med Spa with 12+ locations and 12,000+ loyal members statewide, and we're just getting started. With exciting growth plans to expand into more Texas communities, we offer the unique opportunity to be part of something incredible: a company with the strength of an established brand, and the energy and limitless opportunities of a startup. At Hiatus, you'll find room to grow, learn from the best, and make your mark in an environment that strives to be the very best place in the industry to do what you love. If you're passionate, driven, and ready to be part of the journey, we want to meet you.

Position Overview:

As our Lead Guest Experience Coordinator, you're not just delivering “The Hiatus Way”; you're building the team that delivers it. You'll lead, coach, and grow a team of Guest Experience Coordinators who create the warm welcome that begins each guest's journey with us and the lasting impression they carry with them. This role blends the heart of a relationship builder with the mind of an operator: you'll set the standard for guest connection while managing the schedule, the numbers, and the people that make a spa run beautifully. You'll be the steady hand your team looks to and the person guests trust from the moment they walk in. We believe at Hiatus that we are “Day Makers,” and as the Lead GEC, you're the one who makes sure every Day Maker on your team is set up to shine.

Key Responsibilities:

• Lead the way in delivering “The Hiatus Way” - best-in-class experience, customized results-driven services, expert treatment plans, and at-home care

• Train and coach your Guest Experience Coordinator team, building a group that's engaged, high-performing, and proud to be part of Hiatus

• Enroll new H-Circle members by educating guests on the benefits and value of the Hiatus Membership, and coach your team to do the same — consistently hitting membership conversion goals

• Ensure the spa environment is beautiful, welcoming, and always aligned with the Hiatus brand and standards

• Ensure all guests are greeted, checked in, and provided a tour of the spa

• Own the appointment schedule, monitoring it daily to maximize productivity and keep the guest experience seamless

• Upon the completion of the service, ensure guests are rebooked, their ticket is reviewed, and if they need additional home care

• Answering any calls not answered by the call center regarding any and all guest concerns, and serving as the point of contact for negative account balances and escalated issues

• Perform opening and closing duties, balancing all forms of payment and reporting any discrepancies immediately

• Coordinate spa groups and on-site events

• Take initiative to resolve guest complaints, partnering with the leadership team on solutions

Experience & Requirements:

• A love for customer service paired with real leadership instinct

• Experience hiring, training, or leading a team — or a clear readiness to step into that role

• A natural gift for connecting with people and making them feel valued

• Take pride in your personal presentation and understand the beauty and self-care industry

• Passionate about wellness and helping others feel their best

• Excel at building relationships, not just completing transactions or managing a schedule

• Have an engaging, warm personality that puts people at ease and the ability to bring that same energy out in a team

• Are highly organized, detail-oriented, and comfortable problem-solving on the spot

• Possess strong written and verbal communication skills and enjoy educating others

• Available to work evenings and weekends, with the flexibility to close the spa an average of two nights per week

Benefits & Perks:

Monthly Bonus Structure

Medical, Dental & Vision Health Benefits

401K

Paid Time Off

Retail Discounts

Career Growth Opportunities