Guest Experience Lead

Job Description

Job Description

$18-$20/hr plus Service Charges and Commission.

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.

Benefits:

At The Essex, we believe in investing in our team members' wellbeing and growth, offering a comprehensive benefits package designed to support both personal and professional development. From competitive compensation and healthcare options to opportunities for career advancement and ongoing training, we strive to provide a fulfilling work environment where every employee feels valued and empowered. Join us at The Essex and embark on a rewarding journey where your contributions are recognized and rewarded, and where you can thrive both professionally and personally.

Employees classified as full time year round are entitled to participate in the following benefits after they have met the eligibility requirements:

• Medical Insurance (with Employer contribution).
• Dental Insurance (with Employer contribution).
• Vision Insurance.
• Life & Disability Insurance (Employer paid).
• Voluntary Life & Disability Insurance – for employee, spouse/domestic partner and child(ren) (supplemental – paid by employee).
• Medical Care Flexible Spending Account.
• Dependent Care Account (for Daycare, elderly care or other dependent care).
• Short and Long Term Disability Insurances.
• Accident Insurance.
• Critical Illness Insurance for employee and spouse/domestic partner.
• Paid Time Off.
• Bereavement Time.

All employees at least 21 years of age or older, regardless of status, are eligible to participate in our 401(k) plan with Employer match after one year of employment.

Property Benefits:

Employees of The Essex Resort & Spa can take advantage of the many benefits our property provides

On Property Discounts:

• Restaurant.
• Spa (on treatments and products).
• Essex Kitchen.

Other Discounts:

• Memberships to The Edge Sports & Fitness.
• Stays at the hotel for employee, friends and/or family.
• Movie tickets to Essex Cinemas.
• Essex Experience (varies by business).
• Stays at other New England Inns & Resorts as part of the NEIRA program.
• Ski passes to Smuggler’s Notch & Sugarbush/IKON.

Other Benefits:

• Complimentary use of the on-site fitness center.
• Complimentary use of the on-site Tennis courts.
• Free Stay at the Resort (once per year for Employee & a guest) with Breakfast included (must be at least 18 years of age).