What are the responsibilities and job description for the Lead Guest Service Representative position at Upsale SoHo Spa?
Job description: We are a luxury day spa dedicated to providing an elevated, serene experience for women, and we are seeking a polished, service-driven Lead Guest Service Representative to join our team.In this role, you will serve as the first and last point of contact for our guests while setting the standard for exceptional service at the front desk. You will support daily operations, guide team members, and help maintain a calm, welcoming, and refined environment.
Key Responsibilities:
- Deliver a warm, elevated guest experience from arrival through departure
- Lead by example in providing exceptional, detail-oriented customer service
- Greet guests, manage check-in/check-out, and ensure a seamless visit
- Answer all phone calls with professionalism and efficiency
- Oversee daily front desk operations and support team members as needed
- Open and close the spa in accordance with company standards
- Ensure spa rooms and common areas are properly set, clean, and guest-ready
- Conduct regular walk-throughs to maintain a peaceful atmosphere and uphold policies
- Maintain retail displays to luxury standards (clean, organized, fully stocked, and priced)
- Assist with visual merchandising, including shelf talkers and product presentation
- Support and guide social media content creation under management direction
- Foster a calm, positive, and team-oriented environment for staff and guests
Must possess: Strong communication skills, a positive upbeat attitude, and experience in a Spa or related business. Must be a quick learner and problem-solver with confidence and exceptional phone and in-person etiquette. Candidate must be well organized, energetic, and have a professional, “pulled together” presentation, and be comfortable managing a team, and holding staff accountable. Proficiency in booking appointments required (preferably with SpaBooker). Experience in social media marketing and retail sales it's a huge plus. Three recent references required.
Compensation based on experience.
Benefits:
- Commission on Retail.
- Discount on certain products
Job Types: Full-time
Day or evening shift
One Weekend Day
Ability to Commute: New York, NY 10012 (Required)
Job Type: Full-time
Pay: $20.00 - $26.00 per hour
Work Location: In person
Salary : $20 - $26