Guest Experience Manager

Benefits:

• 401(k) matching
• Bonus based on performance
• Dental insurance
• Employee discounts
• Health insurance
• Paid time off
• Training & development
• Wellness resources
  
  
  

Our brand purpose is to Elevate the Lives of the People we Touch. Join the Massage Heights team to help us inspire, educate, and promote a balanced lifestyle for every member and guest.

At Massage Heights, our Guest Experience Managers (GEMs) are the heart of the retreat. They ensure every guest feels welcomed, cared for, and connected to their personal wellness journey. GEMs are responsible for providing an exceptional guest experience, building strong relationships, and guiding guests toward membership programs that support long-term wellness.

This position is ideal for individuals who are passionate about health and wellness, enjoy engaging with people, and thrive in a results-driven environment.

Guest Experience & Hospitality

• Greet guests warmly and deliver a personalized, professional, and seamless experience.
• Guide guests through check-in, service selection, and check-out with clarity and care.
• Manage appointment scheduling and match guests with the right therapist for their needs.
• Handle guest concerns with empathy, professionalism, and effective problem-solving.
  
  
  

Sales & Membership Growth

• Conduct consultations and recommend services, therapists, and enhancements tailored to guest needs.
• Present and enroll guests into our Wellness Membership Programs, meeting or exceeding conversion goals.
• Support monthly sales initiatives, promotions, and community outreach efforts.
• Maintain a deep understanding of Massage Heights services, pricing, and membership options.
  
  
  

Operations & Team Support

• Process payments, memberships, and account updates accurately.
• Assist with cancellation saves, membership freezes, and retention strategies.
• Collaborate with the Retreat Director and fellow GEMs to achieve team goals.
• Ensure retreat cleanliness, organization, and a welcoming atmosphere.
  
  
  

Qualifications

• Previous customer service, hospitality, or sales experience preferred.
• Strong interpersonal and communication skills.
• Goal-oriented, motivated by performance metrics and sales targets.
• Ability to multi-task in a fast-paced environment.
• Professional demeanor with a passion for wellness and self-care.
  
  
  

Company Overview – Massage Heights is a national franchise U.S. and Canadian chain of massage and skincare Retreats that are locally owned and operated by small business owners. Our franchisees are passionate about sustaining a culture of care and creating work environments where people feel valued, accepted, and inspired. We offer massage therapy and skincare in beautiful, serene environments and are committed to supporting our member's and guests’ wellness goals through providing therapeutic and healing services.

Company Values

• Loyal
• Authentic
• Passionate
• Diligent