Front Desk Manager

Company Description

The Head Spa Sanctuary is a tranquil retreat dedicated to promoting wellness and relaxation through premium spa services. Located in Pineville, NC, the sanctuary offers guests an immersive experience designed to rejuvenate both mind and body. Known for its exceptional service and serene environment, the facility prides itself on creating a welcoming atmosphere. The Head Spa Sanctuary values professionalism, customer satisfaction, and attention to detail, offering a nurturing environment for clients and staff alike.

Role Description

We are seeking a full-time Front of House Manager to lead our Guest Experience team and oversee all front desk operations.

This role is responsible for delivering an exceptional guest journey while ensuring the front of house operates efficiently, professionally, and at the highest standard. You will lead the team, maintain daily flow, and play a key role in maximizing bookings, supporting membership experiences, and driving overall performance.

This role also serves as a key people leader within the organization, with responsibility for onboarding, coaching, and performance management of the front-of-house team.

This position reports directly to the General Manager and works closely with the Owner and Marketing team as part of the executive leadership group, helping shape both the guest experience and overall business performance.

This is a hands-on leadership role for someone who thrives in a fast-paced environment, takes ownership, and leads with both warmth and accountability.

Key Responsibilities

Guest Experience Team Leadership, Onboarding & Performance Management

• Lead, coach, and develop the Guest Experience team

• Own the onboarding process for all new front-of-house team members, ensuring a structured, welcoming, and high-quality training experience

• Provide ongoing coaching, feedback, and accountability to drive team performance

• Conduct performance check-ins and address performance concerns in a timely and professional manner

• Reinforce service standards, communication, and professionalism

• Manage team schedules and approve time-off requests

• Must have experience coaching and managing teams of 10 employees

Recruiting & Hiring Support

• Participate in recruiting efforts, including candidate sourcing, interviewing, and selection

• Partner with leadership to build a strong, culture-aligned team

• Support a consistent and elevated hiring experience for all candidates

Front Desk Operations

• Oversee all front-of-house operations to ensure a seamless daily flow

• Ensure opening and closing procedures are completed consistently

• Maintain a clean, organized, and elevated front desk environment

• Step in to support the team during peak times when needed

Booking, Checkout Accuracy & Revenue Performance

• Ensure all open appointments are actively being worked and filled

• Oversee consistent and timely waitlist outreach and follow-up

• Monitor daily booking gaps and take action to improve utilization

• Support the team in maximizing each guest interaction and opportunity

• Oversee and ensure the accuracy of all guest checkouts, including services, retail, packages, and gratuity

• Maintain strict checkout accuracy standards, understanding the direct impact on payroll, reporting, and overall business performance

Membership & VIP Guest Experience

• Oversee the experience for all Sanctuary Society members

• Ensure member bookings are prioritized, accurate, and seamless

• Monitor and support the VIP concierge line to ensure timely, high-touch communication

• Reinforce a personalized, elevated experience for all members and returning guests

• Support the team in recognizing and nurturing long-term guest relationships

Retail & Inventory Coordination

• Oversee retail restocking and ensure displays are consistently full, clean, and elevated

• Monitor front-of-house inventory levels and communicate needs to management

• Coordinate with leadership to ensure fresh inventory is available and properly staged

• Support the team in maintaining a polished and organized retail experience for guests

Accountability & Standards

• Reinforce company policies, systems, and expectations

• Hold the team accountable to performance and service standards

• Maintain strong communication with leadership on team performance, hiring needs, and operational opportunities

What This Role Owns

• Guest Experience Team performance, onboarding, and development

• Front desk operations and daily flow

• Waitlist execution and booking follow-through

• Membership experience and VIP communication

• Retail presentation and front-of-house inventory awareness

• Checkout accuracy and front-of-house financial integrity

• Front-of-house recruiting participation and team building

What Success Looks Like

• The front desk runs smoothly and efficiently at all times

• New hires are onboarded seamlessly and confidently

• The Guest Experience team is trained, accountable, and consistently improving

• Open appointments are minimized through consistent effort

• Waitlist outreach is executed daily and effectively

• Checkouts are consistently accurate, with minimal to no payroll discrepancies

• Members feel prioritized, recognized, and well taken care of

• Retail areas are fully stocked, visually elevated, and guest-ready

• Guests feel welcomed, supported, and cared for from start to finish

Schedule

• Full-time, salaried position

• Must be available to work weekends (required)

Qualifications

• Proven leadership experience managing and coaching teams of 10 employees

• Experience with onboarding, training, and performance management

• Strong organizational and communication skills

• Ability to multitask and problem-solve in real time

• Comfortable holding high standards and having performance-based conversations

• Experience in spa, hospitality, or service-based environments required

• Guest-focused mindset with a strong sense of ownership

Who This Role is For

• A strong people leader who takes initiative and ownership

• Someone who thrives in a fast-paced, high-expectation environment

• Someone who balances warmth with accountability

• Someone who is passionate about developing others and building a strong team culture

• Someone who understands the importance of high-touch, VIP-level guest experiences

• Someone who wants to grow within a scaling, high-end brand

Who This Role is NOT For

• Someone seeking a purely administrative or desk-based role

• Someone uncomfortable with accountability or performance management

• Someone without leadership experience

• Someone not willing to work weekends