Description
About SenSpa
For more than 20 years, SenSpa has served the San Francisco community from our home in the Presidio. Through massage therapy, advanced skincare, acupuncture, and touchless therapies, we provide personalized care designed to support recovery, regulation, and long-term wellbeing.
We believe personalization starts with listening. Every guest has different goals, and every interaction is an opportunity to understand the individual, provide thoughtful guidance, and deliver care that supports wellbeing over time.
Position Summary
The Guest Experience Manager leads SenSpa's Guest Experience Department, including the Concierge and Spa Attendant teams, and is responsible for the daily operation of all front-of-house services.
The Guest Experience Department is responsible for every guest interaction outside of the treatment room, creating a seamless experience from arrival through departure.
Working closely with the leadership team, this MOD role oversees the guest journey, memberships, retail, touchless therapies, retail inventory, and day-to-day front-of-house operations while developing a team that delivers a welcoming, personalized, and consistent experience for every guest and encourages long-term relationships with SenSpa.
Requirements
Primary Responsibilities
Leadership & Team Development
Lead Guest Experience Team, including training, consistent coaching and development, along with recruitment and hiring as needed.
Set clear expectations, provide regular feedback, and conduct performance evaluations.
Manage schedules that support business needs while maintaining excellent guest service.
Foster a culture of accountability, professionalism, teamwork, and continuous improvement.
Guest Experience & Operations
Lead the daily operation of SenSpa's front-of-house services, including Concierge, Spa Attendants, guest communications, touchless therapies, and the overall guest experience.
Ensure every guest receives a welcoming, personalized, and consistent experience.
Lead service recovery and resolve guest concerns with professionalism and sound judgment.
Be visible on the floor, supporting guests, employees, and daily operations.
Establish and uphold department standards, operating procedures, and workflows.
Oversee department scheduling, reporting, inventory, training materials, and operational documentation.
Oversee group reservations of six or more guests.
Respond to guest surveys and online reviews, maintaining a rating of 4.5+ on Yelp.
Continuously look for ways to improve systems, communication, and the guest experience.
Memberships, Retail & Guest Retention
Lead front-of-house initiatives that support membership growth, retail performance, and long-term guest relationships.
Coach the team to naturally sell memberships, retail products, and services based on each guest's needs.
Monitor membership activity, retail performance, and guest retention.
Own retail purchasing, receiving and monthly inventory management. Maintain an organized, well-merchandised retail environment.
What Success Looks Like
Success in this role means:
Leads by example and builds trust through consistency, accountability, and clear communication.
Develops an engaged Guest Experience Team that delivers exceptional service.
Creates a welcoming, organized, and personalized experience for every guest.
Maintains smooth daily operations across Concierge, Spa Attendants, and touchless therapies.
Builds lasting guest relationships that support membership growth and repeat visits.
Qualifications
Three or more years of progressive leadership experience in hospitality, spa, wellness, or guest services.
Demonstrated success hiring, coaching, and developing high-performing teams.
Strong communication, organizational, and problem-solving skills.
Experience supporting membership growth, retail performance, and guest retention.
Ability to prioritize, make sound decisions, and remain calm in a fast-paced environment.
Comfortable using spa management software and standard business applications.
Available to work a flexible schedule, including weekends and holidays.
