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A Spa Journey That Could
Last A Lifetime.

Guest Experience Manager - Willard

Expiration Date: November 11, 2017

Job Category

Coordinator / Front Desk

Company Name

The Red Door Salon & Spa

Company Type

Resort/Hotel Spa


1401 Pennsylvania Avenue NW
Washington, District of Columbia 20004 United States

Contact Name

Danielle Schulz





Company Description

The Red Door by Elizabeth Arden, is the largest branded day spa & salon in North America with 28 locations and the first to introduce an Omni-channel approach, offering services in spa, at work and through customized events. Globally recognized brand with over 100 years of experience and a legacy you'll be proud to represent. Guests of The Red Door Salon & Spa can escape to any of 28 day spa and resort locations nationwide where they’ll discover state-of-the-art facilities an all-encompassing spa menu, complete with renowned signature services, enhanced specialty treatments and wellness recommendations, offers everything from skincare, massage and body treatments to nail care, hair design, make up artistry and more. Always on the industry cutting edge, we offer comprehensive technical training, including new hire, continuing education & vendor training. In addition to direct compensation, The Red Door offers a competitive benefits package, including medical and 401(k). The Red Door is an Equal Opportunity Employer and committed to workplace diversity. Opportunity is a beautiful thing at The Red Door. As we continue to expand and grow we are continuously looking for top talent who are passionate about the spa industry and impeccable guest service!

Job Description

The Guest Experience Manager oversees the daily operations of Guest Experience Specialist (Front Desk and Reservations) to achieve overall company Vision, Mission and financial objectives. Works effectively with team members to provide guests with an experience that exceeds their expectations. Effectively communicates with guests to solve issues in a professional, friendly, timely and mutually satisfactory manner. Embraces and executes Company promotions and initiatives, including the Guest Experience Survey and Net Promoter Score, email acquisition, and gift certificates and series sales. Performs functions such as recruiting, managing, training, development, and coaching of Guest Experience staff. Also responsible for administrative duties such as preparing work schedules and completing reports. ORGANIZATIONAL RELATIONSHPS: Reports to the AGM JOB SUPERVISES (Title(s): Guest Experience Staff and Spa Attendants *Note: Direct reports may vary depending on the needs of the location ESSENTIAL DUTIES AND RESPONSIBILITIES: Front Desk/Sales Management  Oversees daily activities of reservations and the front desk team to ensure related operations run smoothly and efficiently; ensures team is compliant with The Promise guest service values and Spa and Salon Standards  Monitors booking reports and individual/team performance, and coaches/trains as needed  Monitors, posts, and coaches the team on meeting goals for daily sales, gift and series sales, email acquisition, memberships and Come Back information  Partner with the GM on effectively managing standards to exceed NPS goals  Communicates volume and schedules to GM/AGM, assisting in the preparation of weekly work schedules including requests for time off to ensure appropriate staffing coverage  Acts as MOD in place of GM/AGM, including but not limited to open and closing responsibilities  Regularly reviews bookings, including groups, bridal and VIP to ensure guest’s appointments are booked accurately and efficiently; coordinates and acts as Company contact for group appointments; ensures appropriate utilization of spa and salon staff  Demonstrates efficient time management in regard to time allocated to floor presence as well as administrative tasks, (e.g., email communication, scheduling and reporting duties)  Initiates orders for collateral materials Guest Service  Proactively builds relationships with guests to ensure satisfaction and increase retention  Utilizes effective selling skills to actively promote spa and salon services, retail, and special offerings while displaying an exceptional knowledge of products and services  Receives guest concerns and determines proper course of action, resolving in a professional, timely and mutually satisfactory manner  Maintains highest professional standards of service, appearance, and behavior, and incorporates the Company Vision and Mission to our Guests in day-to-day tasks; demonstrates professionalism, friendliness, sophistication and confidence  Expedites guest check in/out, ensuring guest’s needs are consistently met in a courteous and timely fashion, and they are received with a warm welcome and leave with a fond farewell  Answers incoming calls using the standard greeting in a timely manner and books appointments based on the guest’s and business’s specific needs   Human Resource Management  Assists with sourcing, interviewing and hiring of Guest Service & Retail team members  Effectively communicates job responsibilities and performance expectations; develops and motivates staff through structured training and ongoing coaching to ensure compliance with Company standards and protocols; ensures that associates develop a thorough knowledge of all services and packages  Maintains cooperation and teamwork within the department, and facilitates effective communications through department and management meetings  Organizes systems for reward and recognition to motivate high performance; prepares performance review materials and communicates to staff with GM/AGM guidance

Job Requirements

 Strong guest service skills; position continually requires demonstrated poise, service with a smile, tact and diplomacy  Previous supervisory or management experience in a fast-paced call center, reservations or guest service environment  Team player with excellent leadership, guest service, communication, and interpersonal skills  Strong time management, problem-solving and conflict resolution skills  Passion for excellence  Strong PC and keyboarding skills  Effective organization skills, able to handle multiple duties simultaneously  Flexible and available to work varied shifts (evenings and weekends) To perform this job successfully, an individual must be able to perform each essential duty at a satisfactory level. The requirements listed above are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The Red Door Salon & Spa is an Equal Opportunity Employer Apply here: https://jobs.salonandspas.com/

Job Status

ISPA Job Bank

A Spa Journey That Could
Last A Lifetime.