Guest Experience Manager

SenSpa; San Francisco (CA); On-site; USD 70,000 - 100,000; Full time

Job summary

SenSpa in San Francisco is seeking a Guest Experience Manager to lead the Guest Experience Department, overseeing Concierge and Spa Attendant teams and daily front-of-house operations. The role focuses on delivering a welcoming, personalized guest journey from arrival to departure and driving long-term relationships with SenSpa.

You will partner with leadership to manage guest communications, memberships, touchless therapies, retail, and inventory, while developing a high-performance team that

Responsibilities

• Lead Guest Experience Team, including training, coaching, and recruitment as needed.
• Set clear expectations, provide regular feedback, and conduct performance evaluations.
• Manage schedules to support business needs while maintaining guest service excellence.
• Foster accountability, professionalism, teamwork, and continuous improvement.
• Lead daily operation of front-of-house services: Concierge, Spa Attendants, guest communications, and touchless therapies.
• Ensure every guest receives a welcoming, personalized, and consistent experience.
• Handle service recovery and guest concerns with professionalism.
• Be visible on the floor, supporting guests, employees, and daily operations.
• Establish and uphold department standards.

Job description

About SenSpa

For more than 20 years, SenSpa has served the San Francisco community from our home in the Presidio. Through massage therapy, advanced skincare, acupuncture, and touchless therapies, we provide personalized care designed to support recovery, regulation, and long-term wellbeing.

We believe personalization starts with listening. Every guest has different goals, and every interaction is an opportunity to understand the individual, provide thoughtful guidance, and deliver care that supports wellbeing over time.

Position Summary

The Guest Experience Manager leads SenSpa's Guest Experience Department, including the Concierge and Spa Attendant teams, and is responsible for the daily operation of all front-of-house services.

The Guest Experience Department is responsible for every guest interaction outside of the treatment room, creating a seamless experience from arrival through departure.

Working closely with the leadership team, this MOD role oversees the guest journey, memberships, retail, touchless therapies, retail inventory, and day-to-day front-of-house operations while developing a team that delivers a welcoming, personalized, and consistent experience for every guest and encourages long-term relationships with SenSpa.

Primary Responsibilities

Leadership & Team Development

• Lead Guest Experience Team, including training, consistent coaching and development, along with recruitment and hiring as needed.
• Set clear expectations, provide regular feedback, and conduct performance evaluations.
• Manage schedules that support business needs while maintaining excellent guest service.
• Foster a culture of accountability, professionalism, teamwork, and continuous improvement.

Guest Experience & Operations

• Lead the daily operation of SenSpa's front-of-house services, including Concierge, Spa Attendants, guest communications, touchless therapies, and the overall guest experience.
• Ensure every guest receives a welcoming, personalized, and consistent experience.
• Lead service recovery and resolve guest concerns with professionalism and sound judgment.
• Be visible on the floor, supporting guests, employees, and daily operations.
• Establish and uphold department standard