What are the responsibilities and job description for the Guest Experience Manager at Luxury Day Spa - Leesburg, VA position at The Woodhouse Day Spa - Gaithersburg & Leesburg?
Benefits:
- Competitive salary
- Flexible schedule
- Opportunity for advancement
- Training & development
- Wellness resources
Want to work at America’s best day spa?
Ready to do what you love?
Ready to make a difference and be an important part of our Team?
Come join The Woodhouse Day Spas, voted America’s best day spa in 2012 and 2013 by American Spa Magazine!
Purpose
The Guest Experience Manager is responsible for the entire guest experience from booking of the appointment through completion of service, and with follow up on guest feedback. The Guest Experience Manager is responsible for conforming to The Woodhouse standards set forth in the Team member Handbook and Operations Manual and will strive each day to exceed our guest’s expectations.
Responsibilities
-All front desk operation and management including check in/outs of guests and working desk shifts when needed
-Performs walk through of the entire spa daily to ensure cleanliness, organization, and consistency
-Assist staff in dealing with any difficult and demanding guests to ensure guest satisfaction
-Assist and oversee the opening and closing the spa
-Responsible for Front Desk staff scheduling
-Ensure the Front Desk reviews the Service Providers schedules for potential challenges and assists Service Providers with service preparations and clean-up when necessary
-Update Front Desk schedules daily to ensure proper staffing based on business demands. Will always be thinking ahead to eliminate scheduling conflicts
-Educates Front Desk and Guests on spa services and retail products
-Coaches and evaluates Front Desk spa staff to ensure that staff levels meet spa needs, there is a high degree of motivation and retention of current staff, and high standards of quality are maintained in the spa
-Ensures Front Desk takes inventory of retail products to ensure spa is stocked with all supplies needed to run on a daily basis
-Reconciles Retail inventory
-Is responsible for all hiring and training of front desk associates
-Sets goals and holds accountable all front desk associates
-Responsible for the review of all front desk associates with input from the Owners
-Is always recruiting talent for front of house positions and recommends top candidates for hire to the Owners
-Checks in daily with all front desk associates and sets consistent department meetings
-Maintains online guest satisfaction surveys and responds in a timely manner
-Completes daily DPR and reports to owners
-Completes weekly GRR and reports on trends to owners
-Responsible for reporting on status of happiness scores, reporting on guest trends and monitoring Millennium for all potential revenue opportunities
-Assists the Owners on special projects
-Assists with coordination and management of spa events to ensure the guests have an outstanding experience
-Is available days, nights, weekends and holidays
-Works directly with the Owners to uphold all spa standards, Front Desk protocols, protect the Woodhouse brand and meet business objective
Salary : $18 - $19