Spa Guest Experience Lead

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

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.