Guest Experience Manager
- Mission Viejo, CA
- $70,000 per year
- Permanent
- Full-time
- Lead and inspire the team to go above and beyond to transform their guests' days
- Create and foster an environment of open communication
- Motivate and mentor the team to achieve all business goals
- Reward individuals and teams for high performance and develop strategies to address areas of opportunity
- Uphold and manage brand standards for presentation and cleanliness with employees and throughout the spa
- Monitor and maintain excellent service levels across all departments
- Develop and implement innovative ways to inspire and motivate teams through incentives, parties, complimentary products or services, and more
- Lead training and sales classes along with one-on-one mentoring and coaching
- Create training programs as necessary, design new ways to develop and coach teams
- Engage with guests personally, building relationships and rapport and creating memorable experiences to transform their days
- Coach team members in-the-moment to ensure that the elevated Burke Williams customer service is delivered at every turn
- Passion for serving others and creating unforgettable moments with guests
- Ability to expertly handle customer service feedback with professionalism and grace, ensuring that the guests feel heard and creating solutions that are mutually beneficial
- Excellent communication skills, innate ability to know the relevant parties who need to be informed, keeping open communication channels across all levels
- Ability to regularly prioritize and re-prioritize tasks to achieve the greatest benefit to the business and team
- Well organized, detail oriented, and meticulous but flexible to adapt quickly as needed
- Desire to engage personally with team members and guests, not interested in a “desk job”
- Forward-thinking: ability to anticipate needs of both guests and employees and predict future needs for your facility
- Motivate team to achieve membership, gift card, and product sales goals on a daily basis
- Salary: 70k
- Competitive compensation plus incentives and a 401K retirement plan
- World-class wellness program including complimentary massages and chiropractic care
- Generous employee discount on H2V, our proprietary skincare line
- Medical, dental, and vision benefits
- Stress-free shift coverage and flexible scheduling plus vacation and sick days
- Advancement through development coaching, training, and the opportunity for annual raises and career growth
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