Luxury Spa Guest Experience Leader

The Houstonian Hotel, Club & Spa; Houston (TX); On-site; USD 85,000 - 110,000; Full time

Job summary

The Houstonian Hotel, Club & Spa seeks a Guest Experience Manager for Trellis Spa to oversee exceptional guest service and a seamless guest journey. This hands-on leader engages with guests and staff, driving satisfaction through service excellence and continuous improvement while upholding luxury standards.

Responsibilities include leading front-line teams, maintaining spa presence, coaching staff, and collaborating cross-functionally to personalize experiences and elevate the guest journey.

Qualifications

• Bachelor's degree in Hospitality Management or related field.
• 3-5 years of luxury hospitality, spa operations, or club environments.
• Minimum 2-3 years in a supervisory or managerial role.

Responsibilities

• Lead front-line teams to deliver outstanding guest service at every touchpoint.
• Maintain a consistent spa presence, engaging with guests and staff for a personalized experience.
• Be a visible leader on the spa floor, anticipate needs and resolve concerns.
• Monitor guest feedback and implement service recovery plans.
• Develop and maintain guest service standards across departments.
• Coach and mentor teams to uphold luxury hospitality standards.
• Collaborate with Spa Attendants, Food & Beverage, Retail, and other departments.
• Identify opportunities to personalize the guest journey and celebrations.

Skills

Leadership

Guest service excellence

Staff development

Communication

Problem solving

Education

Bachelor's degree in Hospitality Management

Tools

PMS

Guest engagement platforms

Job description

The Houstonian Hotel, Club & Spa seeks a Guest Experience Manager for Trellis Spa to oversee exceptional guest service and a seamless guest journey. This hands-on leader engages with guests and staff, driving satisfaction through service excellence and continuous improvement while upholding luxury standards.

Responsibilities include leading front-line teams, maintaining spa presence, coaching staff, and collaborating cross-functionally to personalize experiences and elevate the guest journey.