Guest Experience Lead & Spa Team Builder

Hiatus Day Spa & Med Spa; Allen (TX); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Monthly Bonus Structure

Job summary

Hiatus Day Spa & Med Spa is seeking a Lead Guest Experience Coordinator to build and lead a team delivering the Hiatus Way — warm welcomes, personalized service, and seamless spa experiences across our Texas locations.

You will train and mentor Guest Experience Coordinators, drive membership enrollment, and ensure the spa environment reflects our brand. The role requires strong communication, organization, and a genuine passion for wellness.

Qualifications

• Customer service passion with leadership instinct.
• Experience hiring, training, or leading a team.
• Natural ability to connect with people and make them feel valued.
• Pride in personal presentation and understanding of beauty and self-care industry.
• Passionate about wellness and helping others feel their best.
• Strong relationship-building skills beyond transactions.
• Engaging, warm personality that puts people at ease.
• Highly organized and detail-oriented; comfortable problem solving on the spot.
• Excellent written and verbal communication skills; able to educate others.
• Available to work evenings and weekends, with flexibility to close the spa two nights per week.

Responsibilities

• Lead and coach the Guest Experience Coordinator team to deliver The Hiatus Way, with a best-in-class experience, customized services, and expert treatment plans.
• Enroll new H-Circle members by educating guests on benefits and coach your team to do the same—aiming for membership conversions.
• Maintain a beautiful, welcoming spa environment aligned with the Hiatus brand and standards.
• Greet guests, check in, and provide a tour of the spa.
• Own the appointment schedule to maximize productivity and ensure seamless guest experiences.
• Post-service duties: rebooking, reviewing tickets, and suggesting home care if needed.
• Handle calls not answered by the call center and resolve escalated issues including negative balances.
• Perform opening and closing tasks, balance payments, and report discrepancies.
• Coordinate spa groups and on-site events, ensuring smooth operations.
• Take initiative to resolve guest complaints in collaboration with leadership.

Skills

Customer service leadership

Team leadership / hiring

People connection

Personal presentation

Wellness passion

Relationship building

Engaging personality

Organization & detail orientation

Communication skills

Evenings/weekends availability

Job description

Hiatus Day Spa & Med Spa is seeking a Lead Guest Experience Coordinator to build and lead a team delivering the Hiatus Way — warm welcomes, personalized service, and seamless spa experiences across our Texas locations.

You will train and mentor Guest Experience Coordinators, drive membership enrollment, and ensure the spa environment reflects our brand. The role requires strong communication, organization, and a genuine passion for wellness.