Spa Front Desk Lead: Guest Experience Champion

Essex Resort; Essex (VT); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life & Disability Insurance

401(k) with Employer Match

Paid Time Off

Free Resort Stay (annual)

Job summary

The Essex Resort & Spa seeks a Guest Experience Lead to oversee the spa front desk, ensuring a seamless guest journey and high service standards. You will coach Front Desk Coordinators, assist with scheduling, and drive guest satisfaction through proactive supervision and collaboration with spa leadership.

Ideal candidates bring hospitality or spa leadership experience, strong communication, and a passion for delivering memorable guest experiences, with flexibility for evenings, weekends, and

Qualifications

• Previous hospitality, customer service, or spa leadership experience preferred.
• Ability to coach and lead peers with professionalism and empathy.
• Positive attitude with a passion for creating memorable guest experiences.
• Strong communication and organizational skills.

Responsibilities

• Lead the daily operations of the spa front desk.
• Provide real-time coaching, guidance, and support to Front Desk Coordinators.
• Deliver exceptional guest service and assist with service recovery when needed.
• Help optimize schedules, rebooking opportunities, and guest flow throughout the day.
• Support retail sales, memberships, and guest enhancements through education and coaching.
• Maintain high standards for cleanliness, organization, retail presentation, and overall guest experience.
• Serve as a communication bridge between the front desk, service providers, and spa leadership.
• Assist with training and onboarding new team members.
• Identify operational improvements and proactively solve problems as they arise.
• Model professionalism, accountability, and a positive team culture.

Skills

Hospitality leadership

Coaching

Communication

Organizational skills

Customer service

Team collaboration

Job description

The Essex Resort & Spa seeks a Guest Experience Lead to oversee the spa front desk, ensuring a seamless guest journey and high service standards. You will coach Front Desk Coordinators, assist with scheduling, and drive guest satisfaction through proactive supervision and collaboration with spa leadership.

Ideal candidates bring hospitality or spa leadership experience, strong communication, and a passion for delivering memorable guest experiences, with flexibility for evenings, weekends, and