Guest Experience Manager
Do people look to you for leadership? Are you known for inspiring those around you to perform at their best, in turn inspiring everyone around them? Do you see yourself as a creative problem solver and enjoy transforming someone’s day for the positive? If so, we’d like to invite you to apply for a Guest Experience Manager role with Burke Williams.
At Burke Williams, we believe that leaders exist at every level of the organization, and as an Guest Experience Manager, your job is to inspire and cultivate that leadership at all levels. As second-in-command to the General Manager, the way you inspire and lead your team is not only important for the success of the team, but also provides a critical foundation to deliver exceptional guest experiences.
Key Responsibilities
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
Key Skills and Attributes
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: 75k
Our Culture
Burke Williams is a family-owned company and we consider each employee a member of our family as well. We pride ourselves on promoting from within - the average manager has been with us for an average of 9 years! Many of our senior leadership started in positions such as Front Desk, Estheticians, and Massage Therapists, so when we say we promote growth and development, we stand by it! Our mission is, “We exist to transform your day” and we are honored to bring that to life for our employees as well as our guests.
Compensation and Perks
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
About Burke Williams
Burke Williams Day Spas exist to transform your day. A leader in the wellness industry since 1984, Burke Williams introduced the original day spa and continues to innovate, providing the latest in self-care products and services. A luxurious sanctuary awaits at eleven locations across California, inspiring you to disconnect from the world and reconnect with your inner self. Burke Williams provides a comforting place for your body + soul to rest and revitalize. Uniquespa services include signature facials, massages, nail care, and more for the ultimate inrelaxation and transformative results!
At Burke Williams, we don't just accept differences-we celebrate it! Burke Williams is proud to be an equal opportunity workplace. We are committed to equal employment opportunities regardless of race, color, national or ethnic origin, ancestry, religion, sex, sexual orientation, age, gender identity and/or gender expression, citizenship, pregnancy, medical condition, marital status, physical and mental disability, military and Veteran status, and any other characteristic protected by law. Burke Williams provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans With Disabilities Act and applicable local laws. If you require accommodation, please call us or send us an email at accessibility@burkewilliams.com.
We will consider qualified applicants with criminal histories in a manner consistent with all applicable federal, state, and local laws, including the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring Ordinance.