Spa Front Desk Supervisor :20 + Service Charges And Commission

Essex Resort Holdings; Vermont; On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life & Disability Insurance

401(k) with employer match

Flexible spending account

Job summary

The Essex Resort & Spa in Vermont seeks a Guest Experience Lead to steer the spa front desk, coach staff, and ensure a seamless guest journey. You’ll collaborate with spa leadership to uphold high service standards while supporting scheduling, retail, and memberships initiatives.

Ideal candidates bring hospitality or spa leadership experience, strong communication, and a collaborative mindset. This role requires flexibility for evenings, weekends, and holidays in a fast-paced luxury environment.

Qualifications

• Previous hospitality, customer service, or spa leadership experience preferred.
• Comfortable coaching and leading peers with professionalism and empathy.
• Positive attitude with a passion for creating memorable guest experiences.
• Strong communication and organizational skills.
• Ability to multitask in a fast-paced environment.
• Flexible schedule, including evenings, weekends, and holidays as needed.

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 experience

Customer service

Coaching

Communication skills

Organizational skills

Job description

Unlock your potential at The Essex Resort & Spa! Join us on a journey where passion meets profession in the heart of Vermont's scenic countryside. We redefine hospitality excellence, offering more than just a job-it's an opportunity to join a dynamic team committed to crafting unforgettable experiences.

Whether you're an experienced expert or an aspiring talent, our diverse career opportunities promise growth, fulfillment, and the chance to make a meaningful impact. From culinary maestros to hospitality enthusiasts, administrative aces to creative minds, there's a place for every skill set and aspiration within our family.

Join us in creating magical moments for our guests, where every smile, every detail, and every interaction embodies the essence of true hospitality. At The Essex Resort & Spa, success knows no bounds. Dare to dream, dare to achieve, and let your career flourish in an environment where excellence is not just a goal, but a way of life.

The Guest Experience Lead is responsible for ensuring the daily success of our spa front desk by leading with hospitality, organization, and professionalism. This role supports the front desk and attendant teams through coaching, communication, and day-to-day operational oversight while creating an exceptional experience for every guest. Working closely with spa leadership, the Guest Experience Lead helps maintain a seamless guest journey, supports team development, and ensures our front desk consistently reflects the high standards of our spa.

Primary 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.

Qualifications

Previous hospitality, customer service, or spa leadership experience preferred. Comfortable coaching and leading peers with professionalism and empathy. Positive attitude with a passion for creating memorable guest experiences. Strong communication and organizational skills. Ability to multitask in a fast-paced environment. Flexible schedule, including evenings, weekends, and holidays as needed.

Benefits

• Medical Insurance (with Employer contribution)
• Dental Insurance (with Employer contribution)
• Vision Insurance
• Life & Disability Insurance (Employer paid)
• Voluntary Life & Disability Insurance - for employee, spouse/domestic partner and child(ren) (supplemental - paid by employee)
• Medical Care
• Flexible Spending Account
• Dependent Care Account (for Daycare, elderly care or other dependent care)
• Short and Long Term Disability Insurances
• Accident Insurance
• Critical Illness Insurance for employee and spouse/domestic partner
• Paid Time Off
• Bereavement Time

All employees at least 21 years of age or older, regardless of status, are eligible to participate in our 401(k) plan with Employer match after one year of employment.

Property Benefits

Employees of The Essex Resort & Spa can take advantage of the many benefits our property provides.

On Property Discounts

• Restaurant Spa (on treatments and products)
• Essex Kitchen

Other Discounts

• Memberships to The Edge Sports & Fitness
• Stays at the hotel for employee, friends and/or family
• Movie tickets to Essex Cinemas
• Essex Experience (varies by business)
• Stays at other New England Inns & Resorts as part of the NEIRA program
• Ski passes to Smuggler's Notch & Sugarbush/IKON

Other Benefits

• Complimentary use of the on-site fitness center
• Complimentary use of the on-site Tennis courts
• Free Stay at the Resort (once per year for Employee & a guest) with Breakfast included (must be at least 18 years of age)