Guest Experience Coordinator

Role Overview The Client Experience Coordinator is the heartbeat and quality controller of Solace Flow Head Spa. This role ensures that every touchpoint — from the client's first inquiry to their post-service review — reflects the luxury, consistency, and mindfulness that define the Solace Flow experience. This is not a front desk job. It's a leadership position responsible for upholding the highest standards of cleanliness, flow, and client care across the spa. The person in this role ensures that every team member follows the perfected Solace Flow protocols and that no detail is ever overlooked. Core Responsibilities Own the entire client journey — from inquiry, booking confirmation, and check-in through checkout and post-service follow-up. Ensure every client feels genuinely welcomed, cared for, and educated throughout their experience. Personally review every client review, note, and feedback form; flag any experience that does not meet 10-star standards and follow up immediately. Anticipate client needs and coordinate with technicians to deliver seamless transitions between services. Maintain the calm, sensory-driven environment that defines the Solace Flow brand. Operational Oversight Conduct a pre-opening checklist each day — ensuring all rooms, tools, towels, music, lighting, and aromatherapy are ready and aligned with the spa's sensory flow standards. Monitor the flow of appointments , ensuring rooms are turned over promptly and properly between clients.

Enforce organization and cleanliness protocols:

no tools left out, no clutter, no hair on the floor, and all surfaces reset to perfection between uses. Maintain product inventory, restock stations, and communicate low stock or missing items to management before they become a problem. Oversee daily closing duties and verify that every area (bathroom, common area, treatment room, and laundry) meets the "guest-ready" standard before leaving. Team Coordination & Accountability Hold all service providers accountable for maintaining cleanliness, order, and adherence to the Solace Flow service flow. Immediately address any deviation from the trained process (service timing, client handling, station setup, etc.) and escalate repeated issues to management. Support and reinforce training — ensuring all new hires follow the standardized protocols and uphold spa values. Act as liaison between leadership and team, ensuring communication is clear and expectations are consistently met. Model professionalism at all times — calm, confident, and proactive under pressure. Administrative & Guest Relations Manage daily schedule flow in Zenoti/Wix, handle reschedules and cancellations with care and accuracy. Track and report patterns in client experience (late arrivals, missed appointments, complaints, reviews). Support marketing initiatives by encouraging reviews, referrals, and client engagement in post-service follow-up. Qualifications 2+ years in a leadership, hospitality, or spa coordination role. Proven ability to lead a team through example and accountability. Meticulous attention to detail — nothing slips through the cracks. Strong communication and conflict-resolution skills. Ability to maintain composure in a high-end, high-standard environment. Time management is critical

Pay:

$16.00 - $18.00 per hour Application Question(s): We are hiring this position for Sunday 10:30-5:30, Monday 8:30-6:30, Tuesday 8:30-12, Wednesday 8:30-12. Are you able to work these shifts?

Work Location:

In person