Guest Experience Manager

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.

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 collaborate 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 support marketing initiatives.

Responsibilities

• Manage and monitor all areas of spa operations to ensure compliance with policies and procedures outlined in the Woodhouse Spa Operations Manual.
• Demonstrate and reinforce excellent customer service to promote guest satisfaction and retention.
• Address all guest issues and concerns when serving as Manager on Duty (MOD) for the location.
• Analyze daily reporting schedules to assess performance in service sales, retail sales, average ticket, success of promotional offers, schedule utilization, and maximization.
• Identify areas of opportunity for increasing profitability on a daily, weekly, and monthly basis.
• Ensure the spa meets or exceeds goals set for the location, departments, and individual contributors.
• Implement strategy and coaching initiatives to increase performance; monitor and communicate progress to the leadership team.
• Create the master schedule in partnership with the management team, Department Leads, and Spa Director.
• Coordinate and manage training opportunities for Concierge staff in conjunction with the Department Leads and Spa Director for in-spa operations, vendor product knowledge, and treatment protocols.
• Partner with the Corporate Field Marketing Manager on in-spa marketing needs, coordination, and execution of campaign initiatives.
• Participate in the execution of in-spa marketing event initiatives.
• Partner with the location leadership team to address maintenance requests and solicit project quotes.
• Maintain a professional appearance in accordance with the specified dress code.
• Perform other projects, work, and activities as assigned to ensure the spas are running at optimal performance.
• Guarantee compliance with all state and local rules and regulations.
• Other duties as assigned.

Requirements

• 1-3+ years of supervisory experience in spa, retail, hospitality, or other service-based environments preferred.
• Proven 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 is a plus.

Benefits

• Health Benefit Program: Access to Medical, Dental, and Vision insurance with various plans to choose from.
• Safe Harbour 401(k) retirement plan with up to 4% company match.
• Employee Discount Program for Spa Services at corporately owned Woodhouse Day Spas.
• Employee Assistance Program to support mental well-being.

Pay

The pay ranges from $22.00 to $23.00 per hour, with eligibility for a competitive bonus structure. Full details of the pay and bonus structure and performance expectations will be reviewed by spa management. All bonuses are subject to board approval.

Schedule

This role requires availability to work a schedule that accommodates the needs of the business, which may include 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 50 lbs.