Guest Experience Manager

Guest Experience Manager

About Woodhouse

Founded in 2001, Woodhouse is a premier spa franchise with a fresh approach to self-care and modern luxury. Offering signature massages, facials, body treatments, and more, Woodhouse provides guests with a holistic approach to wellness that lasts long after they leave the spa. With 90+ locations nationwide, Woodhouse is the gold standard of neighborhood spas, powered by a commitment to an unparalleled spa experience that focuses on total well-being.

Benefits

• Health Benefit Program: As a full-time employee, enjoy access to Medical, Dental and Vision insurances with various plans to choose from that best fit your needs!
• Safe Harbour 401(k): 401(k): You will be eligible to participate in the company sponsored Safe Harbor 401(k) retirement plan, with up to 4% company match, to help you reach your retirement goals!
• Employee Discount Program for Spa Services: Pamper yourself with a visit to one of our four corporately owned Woodhouse Day Spas!
• Employee Assistance Program: We believe in supporting your mental well-being so you can be the best version of yourself!

Purpose

The Guest Experience Manager, or “GEM,” is a valued member of the spa leadership team, tasked with oversight of the day-to-day spa operations and Spa Concierge team. The GEM will report to and work closely with the Spa Director, and work closely with the Operations Manager, Director of Operations, and the Department Leads to ensure the delivery of world-class customer service, drive top-line revenue, and collaborate/drive marketing initiatives in partnership with the team.

Responsibilities

Role expectations include meeting/exceeding key performance indicators (KPIs), facility management, ensuring guest satisfaction, addressing guest concerns, training of Concierge staff, and continued employee coaching and development. The GEM is responsible for upholding all Woodhouse Spa standards that are set forth in the Operations Manual and shall strive each day to exceed guest expectations.

Role Specifications

• Managing and monitoring all areas of spa operations to ensure compliance with policies and procedures outlined in the Woodhouse Spa Operations Manual.
• Demonstrating and reinforcing excellent customer service to promote guest satisfaction and retention. Addressing all guest issues and concerns when serving as MOD for the location.
• Daily analysis of reporting schedules to determine performance in service sales, retail sales, average ticket, success of promotional offers, schedule utilization and maximization.
• Identifying areas of opportunity for increasing profitability on a daily, weekly, and monthly basis.
• Ensuring the spas meet or exceed goals set for the locations, departments, and individual contributors. Implementing strategy and coaching initiatives to increase performance, monitoring and communicating progress to the leadership teams with consistency.
• Creating the master schedule in partnership with the management team, Department Leads, and Spa Director.
• Coordinating and managing training opportunities for Concierge in conjunction with the Department Leads and Spa Director for in-spa operations, vendor product knowledge, and treatment protocols.
• Partnering with the Corporate Field Marketing Manager on in-spa marketing needs, coordination, and execution of in-spa campaign initiatives.
• Participating in the execution of in-spa marketing event initiatives.
• Partnering with the location leadership team to address maintenance requests and solicit project quotes.
• Maintaining a professional appearance in accordance with the specified dress code.
• Performing other projects, work, and activities as assigned to ensure the spas are running at optimal performance.
• Guaranteeing compliance with all state and local rules and regulations.
• Other duties as assigned.

Qualifications

• 1-3+ years of supervisory experience in spa, retail, hospitality, or other service-based environments preferred
• Prove sales experience with the ability to drive service and retail performance.
• Strong customer service skills with experience resolving guest concerns professionally.
• Demonstrated leadership ability with a track record of coaching and motivating team members.
• Experience with scheduling, daily operations oversight, and basic performance metrics.
• Strong organizational, communication, and multitasking skills in a fast-paced, goal-driven environment.
• Experience with Meevo booking software a plus.

Organizational Relationships

This position reports directly to the Spa Director.

Compensation

This is a full-time, non-exempt position. You will remain eligible for overtime pay in accordance with applicable laws. The pay ranges from $18.00-$19.00 per hour and is eligible for a competitive bonus structure. Full details of the pay and bonus structure and performance expectations will be reviewed with you by spa management. All bonuses are subject to board approval.

Work Schedule

This role requires availability to work a schedule that accommodates the needs of the business that could consist of days, evenings, and/or weekends.

Work Environment & Physical Requirements

This role requires physical strength to stand on feet for long hours at a time and the ability to lift up to 50lbs.