Lead Maitre D' / Guest Experience Supervisor

Squeeze Massage; Charlotte (NC); On-site; USD 27,552 - 38,572; Full time

Benefits offered by this job

Competitive hourly pay

Health, dental, and vision benefits

One week of paid vacation

Paid Sick Leave

One complimentary 50-minute massage每月

Complimentary service enhancements for

Annual performance raises

Flexible scheduling

Leadership development and career grow

Quarterly paid professional training

Team outings and appreciation events

Supportive, people-first culture

Job summary

Squeeze Massage in Charlotte, NC is seeking a Lead Maitre D' / Guest Experience Supervisor. You will lead the front-of-house team, ensure exceptional hospitality, and make quick, guest-focused decisions while supporting staff through busy shifts.

The role emphasizes mentoring, operational excellence, and a people-first culture with a focus on guest satisfaction and team development. Competitive hourly pay and comprehensive benefits are offered.

Qualifications

• 2+ years of hospitality, retail, spa, or customer service leadership experience.
• Experience leading front-of-house operations in fast-paced environments and coaching teams.
• Strong organizational, communication, and guest recovery skills.

Responsibilities

• Serve as Manager on Duty during designated shifts.
• Lead the front-of-house team to deliver exceptional hospitality.
• Make decisions regarding guest recovery and service concerns.
• Coordinate scheduling and handle daily operational challenges.
• Coach Maitre D' team members and maintain shop standards.
• Collaborate with managers to ensure operational excellence.
• Assist with guest memberships conversations and retention.

Skills

Leadership

Guest experience

Front-of-house

Coaching

Conflict resolution

Scheduling software

POS systems

Zendesk

Tools

POS systems

Zendesk

Job description

Our revolutionary technology, elevated hospitality, and people-first culture have transformed the traditional spa experience into something guests genuinely look forward to. We're passionate about creating an environment where both our guests and our team members can thrive.

Our app-based booking and payment platform makes scheduling, paying, tipping, and rating effortless, allowing guests to float out after every massage while we handle the rest. From personalized massage preferences to customizable in-room settings, every detail has been intentionally designed to create a better massage experience.

As we continue to grow, we're looking for a Lead Maitre D' / Guest Experience Supervisor who is passionate about hospitality, thrives in a leadership role, and is excited to support both our guests and our team.

The Perks

• Competitive hourly pay
• Health, dental, and vision benefits for employees working 32+ hours per week
• One week of paid vacation
• Paid Sick Leave
• One complimentary 50-minute massage every month
• Complimentary service enhancements for every massage
• Annual performance raises
• Flexible scheduling
• Leadership development and career growth opportunities
• Quarterly paid professional development training
• Team outings and appreciation events
• A supportive, people-first culture where your contributions truly matter

About You

You naturally lead with confidence, kindness, and accountability. You're someone others look to when situations become challenging because you remain calm, solution-oriented, and focused on creating exceptional experiences.

You have experience leading front-of-house operations in a fast-paced hospitality or retail environment and are comfortable making decisions independently while supporting your team. Whether resolving a guest concern, helping navigate an unexpected staffing challenge, or coaching teammates through a busy shift, you approach every situation with professionalism and empathy.

You're highly organized, technologically savvy, and genuinely enjoy mentoring others while maintaining high standards of guest service.

If you believe hospitality is about creating memorable experiences—not simply completing transactions—you'll fit right in at Squeeze.

Your Responsibilities

• Serve as Manager on Duty during designated shifts.
• Lead the front-of-house team while ensuring every guest receives exceptional hospitality.
• Make confident, thoughtful decisions regarding guest recovery and service concerns.
• Support daily operations by troubleshooting scheduling conflicts and operational challenges.
• Coordinate and respond to same-day call-outs from both the Maitre D' and Massage Therapist teams, ensuring business needs are covered.
• Coach and support Maitre D' team members throughout each shift.
• Maintain Squeeze's standards for the front desk, guest lounge, and overall shop presentation.
• Partner closely with the Assistant Manager and General Manager to ensure operational excellence.
• Assist with membership conversations, guest retention, and creating memorable guest experiences.
• Become an expert on the Squeeze app, membership program, booking platform, and guest journey.
• Assist with opening and closing responsibilities while ensuring operational procedures are consistently followed.
• Support training of new front desk team members and reinforce company standards.
• Communicate effectively with leadership regarding guest feedback, staffing concerns, and operational opportunities.

Experience Requirements

• 2+ years of hospitality, retail, spa, or customer service leadership experience.
• Previous supervisory, shift lead, key holder, or assistant management experience preferred.
• Demonstrated ability to make sound decisions independently.
• Excellent conflict resolution and guest recovery skills.
• Strong organizational and time management abilities.
• Comfortable coaching and motivating team members.
• Exceptional communication skills.
• Experience with scheduling software, POS systems, and technology-driven businesses preferred.
• Zendesk experience is a plus.

Why This Role Matters

The Lead Maitre D' / Guest Experience Supervisor plays a critical leadership role in creating a seamless experience for both guests and team members. This position serves as the operational leader whenever the Assistant Manager is away, ensuring the shop continues to run smoothly while maintaining the high standards of hospitality that define the Squeeze experience.