Guest Service Coordinator

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

Nights and Weekend availability preferred

Schedule / Expected Work Hours

• Nights and Weekend availability preferred

Job Summary

As a Guest Service Coordinator, you are the Director of First Impressions and the primary architect of the Sauna House environment. Your mission is to "set the stage,” ensuring every guest feels an immediate sense of belonging, safety, and calm the moment they cross our threshold. You are not just managing a desk; you are managing the "emotional weather" of the house. You are kind, genuine, and compassionate, with a deep curiosity for the science of contrast therapy and a relentless eye for facility excellence.

Job Responsibilities And Duties

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.

Facility Stewardship (Setting the Stage)

• 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.

Knowledge & Advocacy

• 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.

Qualifications

In this role, we look for individuals whose emotional intelligence and work ethic are as high as their technical skill.

• You Notice the Small Things: You see the guest who looks lost, the fingerprint on the glass door, and the towel that needs folding, and you act without being told.
• You Are a "Host" by Nature: You treat the bathhouse like your own home and the guests like your personal invitees.
• You Embody the Ritual: You believe in the power of what we do and bring that authentic energy to every interaction.

Company Overview

At Sauna House, we have reimagined the ancient traditions of the thermal cycle for the modern world. We are more than a facility; we are a destination designed to shape the human experience through the intentional use of heat, cold, and rest. Our houses serve as an oasis along the way for everyone, whether you are a seasoned practitioner or at the very beginning of your wellness journey.

Company Purpose/Mission

The mission of Sauna House is to improve the mental and physical well-being of the world.

Company Values

• Integrity
• Creativity
• Health
• Service