Guest Experience Manager - Burke Williams

If you have a genuine passion for connecting with people, tackling challenging scenarios with creativity, positivity, and elegance, motivating others to excel, and brightening their days, we welcome you to apply for the Guest Experience Manager position at Burke Williams.

At Burke Williams, leadership is highly esteemed across all levels. As a Guest Experience Manager, you are entrusted with the responsibility of nurturing a culture of connection, pride, and purpose, motivating your team to deliver exceptional service to our guests and each other. Collaborating closely with the General Manager, your role in inspiring and directing your team is vital for team achievements and upholding the brand's commitment to offering transformative guest experiences.

Key Responsibilities

• Inspire and lead the team to exceed expectations and goals
• Educate and develop the team’s role in transforming our guests’ days
• Cultivate a culture of open communication
• Educate, motivate, and guide team members to reach all personal and global business objectives and devise strategies to improve areas of opportunity
• Create fun, innovative, engaging, and inspiring mechanisms to acknowledge and recognize team members’ achievements.
• Educate, maintain, and hold the team accountable to all brand standards for cleanliness and presentation for all aspects of the spa.
• Fully accountable for the education, training, engagement, understanding, and execution of our exceptional service standards for all team members throughout all departments
• Training and education of sales strategies and ideas and providing group and one-on-one coaching and mentorship. 
• Proficiency in extracting and analyzing data to create reports and presentations for the team.
• Create connections and relationships with guests and members personally, providing exceptional experiences.
• Individualized coaching to motivate and inspire consistent delivery of superior guest connections and memorable experiences.
• Responsible for holding all team members accountable to all standards and policies, handling personnel matters, and implementing procedures.

Key Skills and Attributes

• Passion for serving others and creating unforgettable moments with guests
• Creative, solution-based mindset, passionate in the development of team skillsets
• 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 most significant benefit to the business and team
• Well organized, impeccably detail-oriented, flexible to adapt quickly as needed
• Enthusiastic to engage personally with team members and guests, not interested in a “desk job”
• Forward-thinking with the ability to anticipate the needs of both guests and employees and predict future needs for your facility
• 2 years management experience required
• Salary: 70k 

Our Culture

Burke Williams is a family-owned company, and we consider each employee a family member. 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 and 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
• Salary: 70k

Deadline to apply:  June 20th, 2024

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. Unique spa services include signature facials, massages, nail care, and more for the ultimate in relaxation 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.

I understand that as a condition of any offer of employment, I will be required to complete a background check. 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.