Guest Experience Manager

Broomfield•Broomfield, CO

13d•$23 - $25

About The Position

Our guest experience manager's...Make the world go ‘round and we love that! At Woodhouse Spa, a Guest Experience Manager, ensures a positive and consistent experience for guests, overseeing the day-to-day operations of the spa, including staff management and customer relations. More specifically, our qualified spa coordinator: Orchestrates the spa schedule and ensures proper guest flow Rocks sales numbers by providing gift card and retail recommendations, to meet or exceed retail and gift card sales targets Ensures a positive, consistent guest experience Supports the general manager Is super organized and has an astute attention for detail, always making sure the place is tidy and everyone has marching orders for the day Maintain a high level of positive and professional approach with employees, coworkers, and guests. Set performance goals with General Manager that align with Woodhouse Spa. Act as the first point of contact for all spa concierge & spa concierge leads. Act as the first point of contact in guest service recovery for the property. Review appointment book and events scheduled and schedule spa concierage employees accordingly. Drive team morale and be present and visible to guests and team members. Assign, train, mentor, and direct staff to ensure exceptional guest experiences. Provide knowledgeable service and retail recommendations for guests. Maintain communication between the front desk and all employee's regarding guest arrivals and departures. Manage all aspects of the booking/appointment system and solve issues that arise. Interact with guests to obtain feedback on their experiences and improve service delivery. Deliver refined, seamless service while upholding guest confidentiality. Acknowledge special occasions, birthdays and provide correct amenities when applicable. Optimize daily bookings and guest services Analyze reports for guest retention

Requirements

Proven leadership experience in a spa preferred
2-3 years or equivalent combination of education and experience in high volume guest-interfacing hospitality.
Highly knowledgeable about the surrounding area & lives within 20 minutes or less from location.
Excellent customer service skills with a friendly and warm demeanor.
Strong verbal and written communication skills and ability to multitask.
Strong knowledge of hospitality/booking software and MS Office required.
Weekends, holidays, and evenings are required.
Ability to work on feet for eight hours or more.
Must be able to lift/push/reach for/carry 25+ pounds occasionally.
High school diploma or equivalent experience/training required; some college preferred.

Responsibilities

Orchestrates the spa schedule and ensures proper guest flow
Rocks sales numbers by providing gift card and retail recommendations, to meet or exceed retail and gift card sales targets
Ensures a positive, consistent guest experience
Supports the general manager
Is super organized and has an astute attention for detail, always making sure the place is tidy and everyone has marching orders for the day
Maintain a high level of positive and professional approach with employees, coworkers, and guests.
Set performance goals with General Manager that align with Woodhouse Spa.
Act as the first point of contact for all spa concierge & spa concierge leads.
Act as the first point of contact in guest service recovery for the property.
Review appointment book and events scheduled and schedule spa concierage employees accordingly.
Drive team morale and be present and visible to guests and team members.
Assign, train, mentor, and direct staff to ensure exceptional guest experiences.
Provide knowledgeable service and retail recommendations for guests.
Maintain communication between the front desk and all employee's regarding guest arrivals and departures.
Manage all aspects of the booking/appointment system and solve issues that arise.
Interact with guests to obtain feedback on their experiences and improve service delivery.
Deliver refined, seamless service while upholding guest confidentiality.
Acknowledge special occasions, birthdays and provide correct amenities when applicable.
Optimize daily bookings and guest services
Analyze reports for guest retention