Luxury Spa Guest Experience Lead

Houstonian; Houston (TX); On-site; USD 70,000 - 95,000; Full time

Job summary

The Guest Experience Manager at The Houstonian Hotel, Club & Spa oversees the delivery of exceptional guest service at Trellis Spa, ensuring a seamless, personalized journey on the spa floor. As a visible, hands-on leader, you engage with guests and team members throughout the day, sustaining the highest levels of professionalism and hospitality.

This role coaches teams, drives service excellence, and supports continuous improvement while upholding luxury standards and discretion across Front

Qualifications

• Bachelor's degree in Hospitality Management, Business, or related field preferred.
• 3-5 years in luxury hospitality, spa operations, guest services, or related environments, with 2-3 years in a supervisory role.
• Proven ability to lead through presence and hands-on engagement in luxury settings.
• Strong leadership, coaching, and team development skills.
• Excellent communication and problem-solving abilities.
• Proficiency with PMS and guest feedback tools.
• Flexible availability, including weekends, evenings, and holidays.

Responsibilities

• Lead front-line teams to deliver outstanding guest service.
• Maintain a consistent spa presence ensuring personalized experiences.
• Coach and develop guest service teams through real-time feedback.
• Monitor guest feedback and implement recovery plans.
• Collaborate with Spa Attendants, F&B, Retail to enhance guest experience.
• Identify opportunities to personalize VIP amenities and celebrations.
• Provide hands-on support during peak periods while maintaining standards.
• Analyze guest satisfaction data and propose improvements.
• Assist with budgeting, scheduling, and resources.
• Stay current on luxury hospitality trends.

Skills

Leadership

Coaching

Communication

Guest service

Problem solving

PMS proficiency

Guest engagement tools

Organization

Education

Bachelor's degree in Hospitality Management, Business, or related field

Tools

PMS

Guest engagement platforms

Guest feedback tools

Job description

The Guest Experience Manager at The Houstonian Hotel, Club & Spa oversees the delivery of exceptional guest service at Trellis Spa, ensuring a seamless, personalized journey on the spa floor. As a visible, hands-on leader, you engage with guests and team members throughout the day, sustaining the highest levels of professionalism and hospitality.

This role coaches teams, drives service excellence, and supports continuous improvement while upholding luxury standards and discretion across Front