Guest Experience Lead — Nights & Weekends

SAUNA HOUSE®; Charlotte (NC); On-site; USD 32,000 - 45,000; Full time

Job summary

Sauna House is seeking a Guest Service Coordinator to shape the guest experience from the moment a guest arrives. You will manage the front desk, bookings, and inquiries with warmth, while ensuring the space remains clean, calm, and welcoming.

You will be responsible for welcoming guests, listening to their needs, and guiding them through rituals and treatments. The role emphasizes hospitality, education, and teamwork in a spa setting.

Qualifications

• Emotional intelligence and work ethic should match high technical skill.
• Guest-focused mindset with genuine warmth and care.
• Ability to anticipate guest needs and provide proactive service.

Responsibilities

• Provide exceptional hospitality by creating a warm, intentional environment at arrival and departure.
• Manage phone calls, emails, and bookings with speed and warmth.
• Oversee check-in/out and billing with precision to preserve guest experience.
• Monitor and restock guest amenities and maintain a premium, Day One feel.
• Create appointments to maximize bathhouse space without overbooking.

Skills

Emotional intelligence

Hospitality

Active listening

Effective communication

Team collaboration

Job description

Sauna House is seeking a Guest Service Coordinator to shape the guest experience from the moment a guest arrives. You will manage the front desk, bookings, and inquiries with warmth, while ensuring the space remains clean, calm, and welcoming.

You will be responsible for welcoming guests, listening to their needs, and guiding them through rituals and treatments. The role emphasizes hospitality, education, and teamwork in a spa setting.