We are looking for experienced, talented, and highly motivated individuals to join our team for our new unprecedented wellness center and community in El Segundo!If you love the wellness industry or lifestyle, you will thrive contributing to this health driven concept while working in a generative and expansive environment that aligns with your health focused values.

SUMMARY The Guest Services Lead is a dynamic and customer-oriented individual that leads and inspire our guest services team to provide the best, most authentic first impression of the L.L wellness experience. The Guest Services Lead will steer all initial guest engagement and will be passionate about health, wellness, and authentic connection. They will support their team, inform, communicate, connect, and inspire our guests with every interaction. The Guest Service Team, under your leadership, will be the embodiment of the consummate host. The guest services team is the gatekeepers - delivering our guests to the services they request and illuminating them to additional experiences and upgrades on their health journey. This position will create the ethos and uphold the space for an amazing guest experience, and the symbiotic relationship of our collective departments.

ESSENTIAL FUNCTIONS

• Overseeing the daily operations of the front desk, including check-in, check-out, and guest inquiries.
• Training, mentoring, and coaching guest services staff to ensure they provide excellent customer service.
• Communicating excellently and effectively with guests, team and department Leads.
• Handling escalated guest issues and complaints in a professional and timely manner, striving for quick resolution and guest satisfaction.
• Managing multi department reservations – directing to Medical, Spa, Wellness, or Fitness.
• Provides accurate transactions and billing processes.
• Collaborating with other departments, such as housekeeping and maintenance, to ensure seamless guest experiences.
• Monitoring guest feedback and implementing strategies to continually improve guest satisfaction levels.
• Any other duties as assigned by Team Leader.

JOB KNOWLEDGE, SKILLS, ABILITIES 

This Guest Services Lead must possess the following knowledge, skills, and abilities to demonstrate they can perform the essential functions of the job, along with the physical requirements, with or without reasonable accommodation.

• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and the ability to remain calm under pressure.
• Proven leadership skills with the ability to motivate and inspire a team.
• Proficiency in spa/fitness software systems is a plus.
• A passion for delivering exceptional customer service and creating memorable guest experiences.
• Thrives in an organic and evolving environment. Has the passion and ability to continue to learn and adapt to changing technologies and industry philosophies.

EXPERIENCE/EDUCATION REQUIRED 

• High school diploma or equivalent

• Previous experience in a guest services or front desk role, with at least 2 years of supervisory experience preferred.