Guest Experience Leader — Spa & Wellness

San Francisco Institute of Esthetics and Cosmetology; California; On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Competitive compensation plus incentives

401K retirement plan

Wellness program including massages

Generous employee discounts

Medical, dental, and vision benefits

Flexible scheduling

Advancement through coaching

Job summary

A leading day spa company is seeking a Guest Experience Manager to inspire and lead a team. This role focuses on delivering exceptional guest experiences and fostering a supportive, communicative environment. Ideal candidates will have strong customer service skills, exceptional communication abilities, and a passion for uplifting both guests and employees. Join a company known for promoting from within and supporting employee development.

Qualifications

• Passion for serving others and creating unforgettable moments with guests.
• Ability to regularly prioritize and re-prioritize tasks.
• Desire to engage personally with team members and guests.

Responsibilities

• Lead and inspire the team to transform guests' days.
• Foster an environment of open communication.
• Engage with guests personally to create memorable experiences.

Skills

Customer service feedback handling

Excellent communication

Detail-oriented

Motivational skills

Team engagement

Job description

Do people look to you for leadership? Are you known for inspiring those around you to perform at their best, in turn inspiring everyone around them? Do you see yourself as a creative problem solver and enjoy transforming someone’s day for the positive? If so, we’d like to invite you to apply for a Guest Experience Manager role with Burke Williams.

At Burke Williams, we believe that leaders exist at every level of the organization, and as an Assistant Facility Manager, your job is to inspire and cultivate that leadership at all levels. As second-in-command to the General Manager, the way you inspire and lead your team is not only important for the success of the team, but also provides a critical foundation to deliver exceptional guest experiences.

Key Responsibilities

• Lead and inspire the team to go above and beyond to transform their guests’ days
• Create and foster an environment of open communication
• Motivate and mentor the team to achieve all business goals
• Reward individuals and teams for high performance and develop strategies to address areas of opportunity
• Uphold and manage brand standards for presentation and cleanliness with employees and throughout the spa
• Monitor and maintain excellent service levels across all departments
• Develop and implement innovative ways to inspire and motivate teams through incentives, parties, complimentary products or services, and more
• Lead training and sales classes along with one-on-one mentoring and coaching
• Create training programs as necessary, design new ways to develop and coach teams
• Engage with guests personally, building relationships and rapport and creating memorable experiences to transform their days
• Coach team members in-the-moment to ensure that the elevated Burke Williams customer service is delivered at every turn

Key Skills and Attributes

• Passion for serving others and creating unforgettable moments with guests
• Ability to expertly handle customer service feedback with professionalism and grace, ensuring that the guests feel heard and creating solutions that are mutually beneficial
• Excellent communication skills, innate ability to know the relevant parties who need to be informed, keeping open communication channels across all levels
• Ability to regularly prioritize and re-prioritize tasks to achieve the greatest benefit to the business and team
• Well organized, detail oriented, and meticulous but flexible to adapt quickly as needed
• Desire to engage personally with team members and guests, not interested in a “desk job”
• Forward-thinking: ability to anticipate needs of both guests and employees and predict future needs for your facility
• Motivate team to achieve membership, gift card, and product sales goals on a daily basis

Our Culture
Burke Williams is a family-owned company and we consider each employee a member of our family as well. We pride ourselves on promoting from within – the average manager has been with us for an average of 9 years! Many of our senior leadership started in positions such as Front Desk, Estheticians, and Massage Therapists, so when we say we promote growth and development, we stand by it! Our mission is, “We exist to transform your day” and we are honored to bring that to life for our employees as well as our guests.

Compensation and Perks

• Competitive compensation plus incentives and a 401K retirement plan
• World-class wellness program including complimentary massages and chiropractic care
• Generous employee discount on H2V, our proprietary skincare line
• Medical, dental, and vision benefits
• Stress-free shift coverage and flexible scheduling plus vacation and sick days
• Advancement through development coaching, training, and the opportunity for annual raises and career growth

Safety Standards
Your health and safety have always come first with our standard extensive cleaning protocols. Due to new guidelines surrounding COVID-19, we have gone above and beyond to add additional sanitizing and disinfecting measures. Please visit www.BurkeWilliams.com/Wellness for details on all the protocols we’ve implemented.

About Burke Williams
Burke Williams Day Spas exist to transform your day. A leader in the wellness industry since 1984, Burke Williams introduced the original day spa and continues to innovate, providing the latest in self-care products and services. A luxurious sanctuary awaits at eleven locations across California, inspiring you to disconnect from the world and reconnect with your inner self. Burke Williams provides a comforting place for your body + soul to rest and revitalize. Uniquespa services include signature facials, massages, nail care, and more for the ultimate inrelaxation and transformative results!