Guest Services Specialist

Spencer's Spa; New York (NY); On-site; USD 34,000 - 39,000; Full time

Job summary

Spencer’s HQ in SoHo, NYC seeks a Guest Services Specialist to be the welcoming, calm voice for guests. This in-office role supports phone, email, and in-person interactions, ensuring every guest feels heard and taken care of while upholding Spencer’s high standards.

You’ll work with spa teams and HQ departments to resolve issues, improve the guest experience, and represent the Spencer’s brand with discretion and warmth.

Qualifications

• 2+ years in customer service, hospitality, luxury retail, wellness, or related guest-facing environment.
• Excellent verbal and written communication with a polished, professional presence.
• Strong emotional intelligence and composure in challenging situations.
• Proactive, resourceful with ownership mentality.
• Highly organized with attention to detail and follow-through.
• Comfortable using multiple systems and channels and prioritizing tasks.

Responsibilities

• Serve as primary point of contact for Spencer’s guests via phone, email, and other channels.
• Respond to guest questions and concerns with warmth, professionalism, and urgency.
• Take ownership of guest issues from start to finish and ensure timely resolution.
• Coordinate with Spa Directors, Spa Hosts, therapists, and HQ teams to resolve concerns.
• Assist guests with appointments, memberships, packages, policies, and locations.
• Handle sensitive guest information with discretion and empathy.
• Identify recurring issues and relay feedback to leadership to improve operations.

Skills

Customer service

Hospitality

Communication

Problem solving

Attention to detail

Team player

Discretion

Multitasking

Wellness industry

Job description

Spencer's is a luxury boutique spa redefining the modern wellness experience.

Our chic facilities offer state-of-the-art equipment. Spencer’s is less a traditional spa and more a space for design, comfort, and effortless aesthetic, a place for our guests to slow down, feel taken care of, and enjoy every detail.

Behind every experience is a passionate team of expert therapists, attentive sales associates, dynamic people managers, and visionary corporate leaders. We thrive on collaboration, creativity, and a shared commitment to excellence. Together, we’re creating new experiences and reimagining wellness.

If you’re driven by purpose, inspired by design, and passionate about wellness, we invite you to grow with us.

Location: SoHo, NYC – HQ Office

Schedule: Full-Time, Monday–Friday

Compensation: $25–$28/hour

About the Role

We’re looking for a Guest Services Specialist to join our HQ team and serve as a key point of contact for Spencer’s guests.

This role is all about creating exceptional experiences — whether that means answering a phone call, responding to an email, helping a guest navigate a booking, or thoughtfully resolving a concern. You’ll be the calm, helpful, and welcoming voice of Spencer’s, making sure every guest feels heard and taken care of.

The ideal candidate is naturally warm and service-oriented, an excellent communicator, and someone who genuinely enjoys helping people. You’ll work closely with our spa teams and HQ departments to resolve issues, identify opportunities to improve the guest experience, and ensure our high standards are reflected in every interaction.

This is an in-office role based at our SoHo HQ and is a great opportunity for someone who is passionate about hospitality, wellness, luxury service, and creating memorable guest experiences.

What You’ll Do

• Serve as a primary point of contact for Spencer’s guests via phone, email, and other communication channels.


• Respond to guest questions, requests, feedback, and concerns with warmth, professionalism, and urgency.


• Take ownership of guest issues from start to finish, ensuring timely resolution and thoughtful follow-up.


• Partner with Spa Directors, Spa Hosts, therapists, and HQ teams to resolve guest concerns and find the best possible solutions.


• Assist guests with questions related to appointments, services, memberships, packages, policies, locations, and general Spencer’s offerings.


• Handle sensitive or escalated guest situations with empathy, discretion, and sound judgment.


• Identify recurring guest concerns and share feedback with leadership to help improve our operations and overall guest experience.


• Maintain a high level of knowledge about Spencer’s services, policies, locations, and brand standards.


• Document guest interactions accurately and ensure important information is communicated to the appropriate teams.


• Help identify opportunities to turn challenging guest interactions into positive experiences.


• Support the broader Guest Experience team and HQ with special projects and initiatives as needed.


• Represent the Spencer’s brand in every interaction and consistently deliver a polished, elevated level of service.

What We’re Looking For

• 2+ years of experience in customer service, hospitality, luxury retail, wellness, or a similar guest-facing environment.


• A genuine passion for creating exceptional guest experiences.


• Excellent verbal and written communication skills with a warm, polished, and professional presence.


• Strong emotional intelligence and the ability to remain calm and composed in challenging situations.


• A natural problem-solver who takes ownership rather than simply passing an issue along.


• Highly organized with strong attention to detail and follow-through.


• Comfortable navigating multiple systems, communication channels, and priorities throughout the day.


• A team player who enjoys collaborating across departments and locations.


• Someone who is proactive, resourceful, and willing to jump in wherever needed.


• A hospitality mindset! You understand that the small details can make a big difference.


• Comfortable handling confidential or sensitive guest information with discretion.


• A genuine interest in Spencer’s, wellness, hospitality, and the experience we’re creating for our guests.