Guest Services Manager

Company Description

WORLD SPA is a premier 50,000-square-foot social wellness destination located in the heart of Brooklyn at 1571 McDonald Avenue. WORLD SPA brings together authentic global bathing traditions, thermal experiences, saunas, hydrotherapy, hammams, wellness treatments, and exceptional hospitality under one roof.

WORLD SPA is designed to provide guests with an immersive journey through wellness traditions from around the world. The experience includes a diverse collection of saunas and thermal rooms, Grand Banya and Venik rituals, hammams, onsen and hydrotherapy pools, cold plunge experiences, salt rooms, private wellness experiences, and an extensive menu of spa treatments and body therapies.

Our goal is to consistently exceed guest expectations by anticipating their needs, delivering exceptional service, and creating a memorable experience from the moment a guest arrives until the moment they leave.

WORLD SPA also offers WORLD SPA Lounge , providing guests with food and beverage options throughout their spa experience. The Lounge complements the spa environment by giving guests a place to relax, dine, socialize, and recharge without leaving the property. WORLD SPA also offers exclusive Birch & Oak experiences, including private events and VIP experiences.

We are looking for talented, dedicated, enthusiastic, and hospitality-driven professionals to join our team. WORLD SPA is a fast-paced, high-energy hospitality environment where exceptional guest service, teamwork, professionalism, and attention to detail are essential.

Position Summary

The Guest Services Supervisor is responsible for supporting the daily operations of the Guest Services and Front Desk departments and ensuring that every guest receives an exceptional, welcoming, efficient, and seamless experience.

The Guest Services Supervisor reports directly to the Guest Services Managers and serves as a key leader on the Guest Services team. This position provides hands-on supervision and support to Guest Services associates, assists with guest arrivals and departures, responds to guest needs, resolves service issues, and helps ensure that WORLD SPA's standards and procedures are consistently followed.

The ideal candidate is an experienced hospitality professional who enjoys working directly with guests, can confidently lead a team, remains calm under pressure, and understands that exceptional service is at the center of the WORLD SPA experience.

Essential Duties and Responsibilities

• Support the Guest Services Managers with the daily operation of the Guest Services and Front Desk departments.
• Supervise and provide direction to Guest Services team members during assigned shifts.
• Ensure that guest check-in and check-out processes are handled efficiently, accurately, and professionally.
• Welcome guests and create a warm, positive, and memorable first impression.
• Assist guests with questions regarding WORLD SPA amenities, experiences, treatments, dining, reservations, policies, and general services.
• Monitor the Guest Services area and ensure that it remains organized, professional, and guest-ready throughout the shift.
• Handle guest complaints, concerns, disputes, and service recovery situations promptly and professionally.
• Resolve guest issues within the scope of authority and escalate matters to the Guest Services Managers when appropriate.
• Anticipate guest needs and identify potential service issues before they become complaints.
• Support Guest Services associates when they encounter difficult or complex guest situations.
• Ensure all Guest Services team members consistently follow WORLD SPA policies, procedures, SOPs, and service standards.
• Assist with training, coaching, and development of Guest Services team members.
• Lead by example and maintain the highest standards of professionalism, hospitality, appearance, and communication.
• Assist the Guest Services Managers with staffing coverage and communicate operational or staffing concerns as necessary.
• Maintain a thorough knowledge of WORLD SPA's facilities, thermal experiences, treatments, dining options, private experiences, memberships, passes, policies, and procedures.
• Assist guests in navigating the property and understanding the various experiences and services available to them.
• Communicate effectively with other departments to ensure a seamless guest experience throughout the property.
• Maintain positive working relationships with Spa Operations, Food & Beverage, Reservations, Membership, Security, Housekeeping, and other departments.
• Assist with guest feedback, incident documentation, shift reports, and other operational reporting as required.
• Maintain confidentiality of guest information and proprietary WORLD SPA information.
• Attend department meetings, training sessions, and other meetings as assigned.
• Identify opportunities to improve guest service, operational efficiency, and departmental procedures and communicate recommendations to management.
• Maintain a calm, professional, and solution-oriented approach in a high-volume hospitality environment.
• Assist the Guest Services Managers with special projects and departmental initiatives.
• Perform other duties as assigned by Management.

Skills, Abilities, and Experience

• Minimum of 2–3 years of supervisory or leadership experience , preferably in hospitality, luxury hospitality, hotel, resort, spa, wellness, restaurant, or another high-volume guest service environment.
• Strong commitment to providing exceptional guest service.
• Excellent interpersonal and communication skills.
• Strong leadership and team-management abilities.
• Ability to coach, motivate, and support team members.
• Excellent problem-solving and conflict-resolution skills.
• Ability to remain calm and professional in challenging or high-pressure situations.
• Strong organizational skills and attention to detail.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Professional appearance, demeanor, and communication style.
• Ability to work collaboratively with multiple departments and levels of management.
• Hospitality, spa, wellness, hotel, or luxury service experience strongly preferred.
• Knowledge of spa operations and guest service standards preferred.
• Flexible availability, including evenings, weekends, holidays, and other shifts based on business needs.
• Ability to stand, walk, and bend for the duration of the shift.
• Ability to lift up to 15 pounds.

Education/Credentials

• Associate's or Bachelor's degree in Hospitality Management, Business, or a related field preferred but not required.
• Equivalent hospitality and supervisory experience will be considered.

WORLD SPA, LLC is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics