Guest Service Coordinator

Sauna House; Charlotte (NC); Hybrid; USD 30,000 - 40,000; Full time

Job summary

Sauna House in Charlotte, North Carolina, seeks a Guest Service Coordinator to ensure an outstanding experience for all visitors. You will create a welcoming environment, manage guest interactions, and maintain high facility standards.

The ideal candidate will be attentive, possess excellent communication skills, and have a genuine passion for wellness. As the first point of contact, you will set the tone for each guest's visit, making them feel valued and cared for.

Qualifications

• Ability to create a warm, welcoming environment for guests.
• Strong listening skills to understand and anticipate guest needs.
• Knowledge of sauna and cold therapy benefits.

Responsibilities

• Provide exceptional hospitality and manage guest experiences.
• Ensure cleanliness and aesthetics of the facility.
• Educate guests on services and treatments offered.

Skills

Excellent communication

Attention to detail

Hospitality mindset

Job description

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

• 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.