Guest Experience Architect

SLAM; Raleigh (NC); On-site; USD 30,000 - 42,000; Full time

Job summary

Sauna House seeks a Guest Service Coordinator to be the Director of First Impressions, shaping the emotional weather of the bathhouse the moment guests arrive. You will welcome, listen, and communicate with warmth, guiding guests through rituals and treatments while preserving a calm, premium environment.

You will manage flow, restock amenities, and schedule appointments to maximize space. A passion for wellness and service will help you thrive in this role.

Qualifications

• You Notice the Small Things: You see the guest who looks lost, the fingerprint on the glass door, and the towel that needs folding, and you act without being told.
• You Are a "Host" by Nature: You treat the bathhouse like your own home and the guests like your personal invitees.
• You Embody the Ritual: You believe in the power of what we do and bring that authentic energy to every interaction.

Responsibilities

• Enlightened Welcome: Create a warm, intentional environment that transitions guests from outside chaos to the bathhouse safety.
• Active Listening: Understand, anticipate, and accommodate guest needs; identify first-timers, regulars, or guests needing extra care.
• Expert Communication: Manage phone calls, emails, and bookings with speed and warmth; inform about rituals and treatments.
• Efficient Flow: Handle check-in/out and billing with precision so the visit pace remains seamless.
• High-Tier Standards: Preserve cleanliness as hospitality; execute opening/closing/checklists to restore a premium, Day One look.
• Meticulous Care: Restock guest amenities; stay ahead of guest needs.
• Optimization: Create appointments to maximize space without overcrowding.
• The Student Mindset: Continuously study Sauna House offerings and advocate the health benefits of sauna, cold therapy, and massage.
• Education: Share knowledge to build guest confidence about cold plunge or infrared therapies.
• Team Synergy: Communicate effectively with coworkers and management; act as the shift hub.

Job description

Sauna House seeks a Guest Service Coordinator to be the Director of First Impressions, shaping the emotional weather of the bathhouse the moment guests arrive. You will welcome, listen, and communicate with warmth, guiding guests through rituals and treatments while preserving a calm, premium environment.

You will manage flow, restock amenities, and schedule appointments to maximize space. A passion for wellness and service will help you thrive in this role.