Head Guest Experience & Spa Team Lead

Hiatus Day Spa & Med Spa; Southlake (TX); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Monthly bonus

Job summary

Hiatus Day Spa & Med Spa in Southlake, TX is seeking a Lead Guest Experience Coordinator to build and lead a high-performing Guest Experience team.

You'll set standards for guest connection, manage scheduling and payroll, and ensure a welcoming, brand-aligned spa environment. The role emphasizes leadership, service, and operational excellence in a growing Texas spa group.

Evenings and weekend coverage is required to support peak guest flow.

Qualifications

• Experience leading a team or readiness to step into that role.
• Strong customer service mindset and ability to connect with guests.
• Excellent written and verbal communication.
• Presents professionally and understands beauty and wellness industry.
• Ability to work evenings and weekends.
• Organized, detail oriented, and able to solve problems on the spot.
• Capable of training and developing others.
• Comfortable handling payments and scheduling.

Responsibilities

• Lead the way in delivering “The Hiatus Way” - best-in-class experience, customized results-driven services, expert treatment plans, and at-home care
• Train and coach your Guest Experience Coordinator team, building a group that's engaged, high-performing, and proud to be part of Hiatus
• Enroll new H-Circle members by educating guests on the benefits and value of the Hiatus Membership, and coach your team to do the same — consistently hitting membership conversion goals
• Ensure the spa environment is beautiful, welcoming, and always aligned with the Hiatus brand and standards
• Ensure all guests are greeted, checked in, and provided a tour of the spa
• Own the appointment schedule, monitoring it daily to maximize productivity and keep the guest experience seamless
• Upon the completion of the service, ensure guests are rebooked, their ticket is reviewed, and if they need additional home care
• Answering any calls not answered by the call center regarding any and all guest concerns, and serving as the point of contact for negative account balances and escalated issues
• Perform opening and closing duties, balancing all forms of payment and reporting any discrepancies immediately
• Coordinate spa groups and on-site events
• Take initiative to resolve guest complaints, partnering with the leadership team on solutions

Skills

Leadership

Customer service

Team coaching

Relationship building

Communication skills

Schedule management

Problem solving

Detail oriented

Job description

Hiatus Day Spa & Med Spa in Southlake, TX is seeking a Lead Guest Experience Coordinator to build and lead a high-performing Guest Experience team.

You'll set standards for guest connection, manage scheduling and payroll, and ensure a welcoming, brand-aligned spa environment. The role emphasizes leadership, service, and operational excellence in a growing Texas spa group.

Evenings and weekend coverage is required to support peak guest flow.