Guest Experience Concierge — Nights & Weekends

Sauna House Raleigh; Raleigh (NC); On-site; USD 19,000 - 25,000; Full time

Benefits offered by this job

Employee discounts

Flexible schedule

Wellness resources

Job summary

Sauna House Raleigh is seeking a Guest Service Coordinator to serve as the Director of First Impressions, shaping the guest experience from the moment they enter. You will cultivate a calm, welcoming environment and act as the emotional weather of the house through compassionate service and attentive care.

You will manage inquiries, bookings, and daily operations with warmth, while promoting the benefits of sauna, cold therapy, and massage.

Responsibilities

• The Hospitality of Arrival & Departure: Enlightened Welcome—Provide exceptional hospitality by creating a warm, intentional environment. You don't just "check people in", you transition them from the chaos of the outside world into the safety of the bathhouse.
• Active Listening: Understand, anticipate, and accommodate guest needs. Identify first-timers, regulars, or guests who need extra care.
• Expert Communication: Manage phone calls, emails, and bookings with speed and warmth. You are the voice of Sauna House, providing accurate, compelling information about our rituals and treatments.
• Efficient Flow: Manage the check-in/out process and billing with precision, ensuring that the "business" of the visit never interrupts the guest’s experience.
• High-Tier Standards: You understand that cleanliness is a form of hospitality. You execute opening, closing, and in-shift checklists not just to "clean," but to restore the space to a premium, "Day One" aesthetic.
• Meticulous Care: Monitor and restock all guest amenities throughout the shift. A stray towel or an empty water station is a failure of service, and you stay ahead of the guest's needs so they never have to ask.
• Optimization: Manage and create appointments to maximize the bathhouse space, ensuring the house feels vibrant, but never overcrowded.
• The Student Mindset: Commit to the continuous study of Sauna House’s offerings. You must be a confident advocate for the health benefits of sauna, cold therapy, and massage.
• Education: Share your knowledge proactively. Whether a guest is nervous about the cold plunge or curious about infrared, you provide the "Why" that builds their confidence.
• Team Synergy: Communicate effectively and empathetically with coworkers and management. You are the "hub" of the shift, ensuring information flows smoothly between the desk, the floor, and the Practitioners.

Job description

Sauna House Raleigh is seeking a Guest Service Coordinator to serve as the Director of First Impressions, shaping the guest experience from the moment they enter. You will cultivate a calm, welcoming environment and act as the emotional weather of the house through compassionate service and attentive care.

You will manage inquiries, bookings, and daily operations with warmth, while promoting the benefits of sauna, cold therapy, and massage.