Guest Service Coordinator

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

Job summary

Sauna House Charlotte is seeking a Guest Service Coordinator to ensure an exceptional experience for every guest. Your role will focus on creating a warm atmosphere and managing guest interactions with kindness and expertise.

In this role, you will manage check-in processes, maintain facility standards, and share your knowledge of sauna and wellness practices. The ideal candidate will embody the values of empathy, attention to detail, and passion for guest services.

Qualifications

• Exceptional hospitality and customer service skills.
• Ability to anticipate and accommodate guest needs.
• Strong communication skills via phone, email, and in-person.
• Detail-oriented with a focus on creating a premium environment.

Responsibilities

• Provide warm and intentional welcome to guests.
• Manage check-in/out process and appointment scheduling.
• Ensure cleanliness and organization of the facility.
• Act as a knowledgeable advocate for Sauna House’s offerings.

Skills

Exceptional hospitality

Active listening

Expert communication

Attention to detail

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.

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