Job Title: Guest Experience Manager
Location: Elements Massage – Denver West & Parker Studios
Pay: $18-20 per hour, plus bonuses based on sales goals (to be discussed)
Type: 35-40 hours per week
Job Summary:
As the Guest Experience Manager, you will be a key player in driving membership sales and creating a welcoming, results-oriented environment across our two Elements Massage studios. You will be responsible for meeting and exceeding monthly membership goals by engaging with new clients, encouraging rebookings, and ensuring every interaction highlights the benefits of regular services through our Wellness Program. This role is ideal for someone who is experienced in sales, self motivated, and wants to continue to cultivate our empowering sales and wellness culture.
Key Responsibilities:
Sales & Membership Growth
- Proactively engage with new and existing clients to drive membership sales and achieve individual and team conversion goals.
- Consistently promote the Wellness Program by clearly communicating its value and tailoring recommendations to client needs.
- Identify opportunities to increase client retention, rebook rates, and long-term membership engagement.
Client Relationship Management
- Build and maintain strong client relationships by understanding individual wellness goals and delivering personalized recommendations.
- Ensure every client interaction reflects a high level of professionalism, care, and attentiveness.
- Address guest concerns promptly and effectively, resolving issues with empathy and escalating to senior management when necessary.
Front Desk Leadership & Oversight
- Maintain a strong, visible presence at the front desk to lead by example in delivering an exceptional guest experience.
- Oversee daily front desk operations, including check-ins, scheduling accuracy, phone etiquette, and overall client flow.
- Ensure front desk team members consistently follow company policies, service protocols, and sales processes.
- Monitor punctuality, professionalism, and performance of front desk staff, providing real-time feedback and coaching as needed.
- Assist with scheduling coverage, shift management, and resolving day-to-day operational challenges.
Service Provider Coordination & Accountability
- Act as a liaison between front desk staff and service providers to ensure seamless communication and client satisfaction.
- Monitor service provider adherence to the Service Path, including timeliness, service quality, and completion of required side work.
- Address performance concerns such as tardiness, incomplete duties, or inconsistencies in service delivery, and communicate patterns to management.
- Support a collaborative team environment that aligns service providers and front desk staff around shared goals for client experience and retention.
- Ensure service providers are set up for success with accurate schedules, clear client notes, and efficient transitions between appointments.
Sales Coaching & Team Development
- Train, onboard, and mentor front desk team members in effective sales strategies, communication techniques, and client engagement.
- Lead role-playing exercises, team meetings, and ongoing coaching sessions to reinforce best practices and improve performance.
- Foster a positive, motivating environment that encourages accountability, teamwork, and continuous improvement.
- Reinforce a “red carpet” service approach for every client interaction.
Goal Setting, Performance Tracking & Accountability
- Partner with studio management to set monthly sales goals and define clear performance expectations for the team.
- Track key performance indicators (KPIs), including membership conversions, rebook rates, and client retention metrics.
- Hold team members accountable for performance standards while providing support and actionable feedback.
Reporting & Analysis
- Prepare and present regular reports on sales performance, trends, and operational insights.
- Identify opportunities for growth and recommend strategies to improve sales, efficiency, and overall guest experience.
- Use data to drive decision-making and continuously refine sales and service approaches.
Studio Culture & Standards
- Foster a professional, positive, and team-oriented work environment across both studios.
- Ensure all staff uphold company values, brand standards, and a consistent level of service excellence.
- Promote a culture of wellness, integrity, and high performance.
Qualifications:
- Proven experience in sales, ideally in a service-based industry (e.g., wellness, fitness, hospitality). ● High-energy and positive attitude with a strong focus on customer service.
- Self-motivated and goal-oriented with the ability to work independently and within a team. ● Excellent communication and interpersonal skills.
- Proficiency with point-of-sale software or CRM systems is a plus. (Mindbody preferred) ● Passion for wellness and knowledge of massage benefits is a bonus.
Compensation and Benefits:
- Competitive base pay of $20/hour plus monthly sales bonuses
- Opportunity for growth within the company
- Health/dental/vision insurance
- Retirement Plan (Simple IRA)- we match up to 3% of your contribution
- Vacation/Sick Pay
- Flexible Schedule - open availability required (to be discussed upon offer)
- One monthly massage or facial session at each studio
- One monthly massage or facial session for a family member
We look forward to welcoming a passionate, driven individual to our team!
This person also must be willing to split time between our two studios in Parker and Lakewood (Denver West).
