Guest Service Team Leads - BOSTON

Are you someone with an interest in holistic health and wellness and looking to put down roots in an environment where you can learn and grow both professionally and personally? If so, we invite you to apply for our Guest Service Lead position at one or BOTH of our locations!

Release Well-Being Center is an expanding, state-of-the art spa and wellness center recently named one of the top 5 best places to work and most innovative workplace by the Metrowest Daily News. We are seeking qualified candidates to join our team as a Guest Service Leadin Boston:

Our flagship location in Westborough opened in 2017. We are thrilled to also announce our newest location in historic Back Bay, an urban oasis located in the iconic Heritage on the Garden featuring beautiful spa services, hot and cold therapy, and wellness education.

Job purpose

The Guest Service Lead, or Manager on Duty (MoD) is for managing all operations on site during the designated period. The MoD is fully empowered and accountable for operations at Release. An objective of designating a MoD is to resolve issues immediately without engaging the owner or other management to the greatest extent possible.

Duties and responsibilities

• Embody the Release Mission Statement and Core Values
• Approach each day and interaction with a growth and service mindset
• Support daily operations by working directly with other Guest Services Leads, Guest Service Staff, and Providers
• Lead Concierge Team, and Spa Attendants
• Cover Spa Attendant and Guest Concierge shifts as needed in addition to Shift Lead shifts
• Provide and promote a professional, but relaxed, zen-like atmosphere in the center at all times. Interact with guests and employees with positivity and compassion.
• Anticipate guest needs. Be accessible but not intrusive.
• Actively engage guests to ascertain their level of satisfaction and respond to guest inquiries promptly, accurately, and pleasantly.
• Manage guest issues as they arise, including working with the guests to allow them to feel heard and learn details about the issue, speaking with staff members involved to hear all sides, and resolving the issue. Implement proper Guest Recovery methods.
• Manage shift team to provide excellent guest service including providing guidance and feedback, balancing staffing needs at the desk and in spa, calling in additional staff or sending home staff to meet needs and manage payroll and fulfill any additional projects as requested.
• Manage the schedule to ensure team support and provide 5 star guest star service
• Oversee opening and closing procedures.
• Manage the facility and contact owner or contractors as needed
• Attend all scheduled trainings and leadership/guest services meetings
• Attend meetings with Provider Team as needed to ensure ease of operations in Spa Services
• Aid in hiring of new Guest Service candidates
• Participate in the training of all Concierge and Spa Attendants in Spa Services duties
• Other duties as needed

Requirements

-Must be able to perform all duties as listed above

-Must have weekend availability and at least one evening during the week and one weekend shift

-Customer service and management experience is required

Compensation $24 - $26 per hour commisterate with experience.

Job Types: Full-time, Part-time

Benefits:

• Flexible schedule
• 100% contribution to PFML
• All leads receive a free membership to enjoy one free spa service per month (with discounts on any remaining spa services) unlimited classes and access to our Bliss area, along with discounts on workshops, retail items, and free meals from the cafe.

Job Types: Full-time, Part-time

Pay: $24.00 - $26.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Employee discount
• Flexible schedule
• Paid time off
• Vision insurance

Experience level:

• 3 years

Experience:

• management: 2 years (Required)
• Customer service: 4 years (Required)

Ability to Relocate:

• Boston, MA 02116: Relocate before starting work (Required)

Work Location: In person