Luxury Guest Experience Specialist

SPENCER'S; New York (NY); On-site; USD 34,000 - 39,000; Full time

Job summary

Spencer's, a luxury boutique spa in SoHo, NYC, is seeking a Guest Services Specialist to join our HQ team. You will be the calm, welcoming voice for guests, handling calls, emails, bookings, and concerns to ensure exceptional experiences.

The ideal candidate has 2+ years in customer service or luxury retail, excellent communication, and a genuine passion for hospitality. This in-office role supports Spa Directors, hosts, therapists, and HQ departments to uphold Spencer's high standards.

Qualifications

• 2+ years of experience in customer service, hospitality, luxury retail, wellness, or a similar guest-facing environment.
• Excellent verbal and written communication with a warm, polished presence.
• Strong emotional intelligence and ability to remain calm in challenging situations.
• A proactive, solutions-driven mindset with ownership of issues.
• Highly organized with attention to detail and follow-through.
• Comfortable navigating multiple systems and channels.
• Team player who collaborates across departments.
• Discretion handling confidential guest information.

Responsibilities

• Serve as a primary point of contact for Spencer’s guests via phone, email, and other channels.
• Respond to guest questions, requests, feedback, and concerns with warmth and urgency.
• Own guest issues from start to finish with timely resolution and follow-up.
• Collaborate with Spa Directors, hosts, therapists, and HQ teams to improve guest experience.
• Assist guests with appointments, services, memberships, packages, and policies.
• Maintain knowledge of Spencer’s services, locations, and brand standards.
• Document guest interactions accurately for teams.
• Identify opportunities to turn challenging interactions into positive experiences.
• Support the Guest Experience team with special projects.
• Represent Spencer’s brand with a polished, elevated level of service.

Skills

Guest service

Hospitality

Luxury retail

Communication skills

Emotional intelligence

Problem solving

Organized

Team player

Discretion

Proactive

Job description

Spencer's, a luxury boutique spa in SoHo, NYC, is seeking a Guest Services Specialist to join our HQ team. You will be the calm, welcoming voice for guests, handling calls, emails, bookings, and concerns to ensure exceptional experiences.

The ideal candidate has 2+ years in customer service or luxury retail, excellent communication, and a genuine passion for hospitality. This in-office role supports Spa Directors, hosts, therapists, and HQ departments to uphold Spencer's high standards.