Guest Experience Lead | Avenida South Location
Lead the Experience. Inspire the Team. Drive Results.
At Cedar & Steam, exceptional guest experiences are at the heart of everything we do. We're looking for a professional, committed, and enthusiastic Guest Experience Lead who thrives on creating memorable moments while driving retail, membership, and service sales. As a key member of our leadership team, you'll lead by example on the front line—building genuine guest relationships, coaching a high-performing team, and ensuring every visit reflects our 5-star standards. If you're passionate about hospitality, confident in sales, and excited to make a meaningful impact, we'd love to meet you.
Company Overview
Cedar & Steam is dedicated to integrating health and wellness into daily life, emphasizing both mental and physical well-being through natural healing methods to foster relaxation and rejuvenation. Our boutique spa offers an affordable and convenient way to unwind daily while enhancing social interaction and personal connection. We provide sauna, steam, massage, and cold plunge services in thoughtfully designed spaces that cater to various needs - whether seeking engaging conversation and community or moments of re-energizing and relaxation. We are currently hiring a full-time Guest Experience Lead to join our team.
*Must have open availability to work mornings starting at 7 am, evenings until 11 pm, weekends and holidays.
Role Overview
The Guest Experience Lead is a front-of-house leadership role focused on elevating every aspect of the guest journey while driving retail, membership, and service revenue growth.
This is a hands-on, front-facing position that works regularly at the front desk while leading the guest experience team to deliver exceptional, personalized, and memorable service aligned with our 5-star standards.
You will take ownership of guest satisfaction, sales performance, retail inventory management, merchandising, and service consistency. Working closely with the Spa Manager and Facility Operations Lead, you will ensure seamless daily operations, strong sales execution, and a polished, welcoming environment that strengthens guest retention and loyalty.
Key Responsibilities
Guest Focus & Retention
Build meaningful relationships with guests to encourage repeat visits and personalized experiences. Act as the primary escalation point for guest concerns, resolving issues promptly and professionally. Monitor guest feedback and implement service improvements to maintain high satisfaction and retention.
Sales & Revenue Growth
Drive retail, service, and membership revenue by executing proactive sales strategies. Educate guests on product benefits, promote high-margin offerings, and lead initiatives that increase enrollment and retention. Track performance metrics and adjust strategies to meet and exceed sales targets.
Inventory & Merchandising
Oversee retail and bar inventory, ensuring accurate stock levels, efficient reordering, and minimal discrepancies. Maintain visually appealing retail displays aligned with promotions and seasonal trends to maximize revenue opportunities.
Leadership and Team Collaboration
Lead and motivate the guest experience team to ensure strong performance and collaboration. Provide coaching, feedback, and ongoing training to uphold service excellence and sales confidence. Maintain open communication with the Spa Leadership team to align priorities and expectations.
Administrative & Operational Duties
Utilize MindBody and other operational tools to manage guest profiles, track sales performance, maintain accurate reporting, and support daily front desk functions. Monitor KPIs related to guest satisfaction, retail sales, membership growth, and team performance.
Campaigns & Promotions
Lead the rollout of new products, services, seasonal promotions, and events. Train the team to confidently recommend offerings and ensure strong guest adoption.
Facility Collaboration
Work closely with the Facility Operations Lead to ensure the spa environment remains clean, organized, safe, and guest-ready at all times.
Guest Experience Enhancement
Ensure the atmosphere consistently aligns with Cedar & Steam’s core values. Maintain an elevated, welcoming environment that supports an exceptional guest experience, addressing concerns as needed while consistently modeling professionalism and service excellence.
Qualifications
Education:
- No specific formal education required; a general understanding of health, wellness, and guest service is an asset.
- Leadership or Management training is considered an asset.
- AGLC Proserve certificate is required.
- Standard | Intermediate First Aid and CPR [SFA|CPR] is required.
- Police Information Check [PIC] is required.
Applicants who do not have these are encouraged to apply. If hired, you will be required to provide current and valid documentation of Proserve, Standard First Aid/CPR Level C, and Police Information Check within 30 days of hire.
Experience:
- Minimum of 1 year experience in a supervisory or leadership role in a spa, wellness center, hospitality, or related industry.
- Sales experience is strongly preferred.
- Front-of-house guest service and conflict resolution experience is essential.
- Visual merchandising experience is an asset.
- Experience with MindBody software or similar systems is preferred.
- Experience coaching teams toward performance KPIs is considered an asset.
Skills & Knowledge:
- Exceptional communication and interpersonal skills with the ability to build lasting relationships with guests and team members.
- Strong sales acumen with experience driving retail and membership growth.
- Confident in conflict resolution and guest recovery.
- Highly organized with the ability to multitask in a fast-paced environment.
- Experience tracking and analyzing KPIs to drive performance improvements.
- Knowledge of wellness services, products, and trends to support recommendations and team coaching.
Personal Attributes:
- Deeply committed to delivering exceptional, personalized 5-star guest experiences.
- Results-driven with a strong sense of accountability for sales and performance outcomes.
- Professional, polished, and confident in leadership presence.
- Strong coach and mentor who inspires the team to achieve service and revenue goals.
- Proactive problem-solver who anticipates guest needs and addresses challenges early.
- Motivated by wellness and passionate about creating meaningful experiences.
Why Join Us?
- Impact: Make a meaningful impact in a wellness-driven space where your leadership directly enhances how guests relax, restore, and rejuvenate.
- Environment: Work in a wellness-focused space that promotes well-being for both guests and team members.
- Perks: Enjoy unlimited sauna and steam [as capacity allows], paid breaks, staff pricing on massages, discounts on products, and additional perks with partnerships.
Job Types: Full-time, Permanent
Pay: $20.00-$23.00 per hour
Benefits:
- Casual dress
- On-site parking
- Store discount
Application question(s):
- Cedar & Steam is built on creating meaningful, elevated guest experiences through genuine connection. Can you describe how you build rapport with guests, use active listening to understand their needs, and turn those interactions into memorable experiences and/or sales?
Work Location: In person
