Guest Experience Lead

**Guest Experience Lead**

_Culture, Team Wellness & Guest Care_

**Employer:** Slack Tide Spa

**Location:** 125 Provost St, New Glasgow, NS (On-site)

**Position Type:** Full-time, Permanent

**Compensation:** $20–$24/hour

**Start Date:** February 2027

**About the Role**

Slack Tide Spa is seeking a warm, dependable and people-focused Guest Experience Lead to help shape the guest experience, workplace culture and day-to-day atmosphere of the spa.

The Guest Experience Lead will support guests and team members by helping maintain a welcoming, professional and thoughtfully organized environment. The position combines guest service and reception support with personalized guest care, team onboarding, workplace communication, culture-building and daily operational support.

Reporting to spa leadership, the Guest Experience Lead will collaborate closely with the Spa Operations Lead and support the broader Slack Tide Spa team and associates.

This opportunity is well suited to someone who enjoys connecting with people, creating meaningful experiences and helping a team work together effectively. The successful candidate will bring strong communication skills, sound judgement and a calm, professional approach to guest and workplace interactions.

**Schedule**

This is a full-time, on-site position. The schedule may consist primarily of daytime hours or a combination of evenings and weekends, depending on operational needs and the successful candidate’s agreed availability.

Applicants should indicate their general availability when applying.

**Key Responsibilities**

**Guest Experience and Reception**

* Welcome guests and help create a warm, attentive and professional first impression
* Support guest check-in and check-out
* Respond to guest questions and provide clear information about spa services and processes
* Support guest communication before, during and after appointments
* Build positive and respectful relationships with guests
* Support reception coverage and daily front-desk activities
* Assist with treatment-room preparation and presentation
* Help maintain an organized and seamless daily spa flow
* Maintain professionalism and confidentiality when handling guest information

**Personalized Guest Care**

* Prepare thoughtful, customized details for curated spa services
* Anticipate guest needs and help personalize the guest experience
* Support consistent service standards across each stage of the guest journey
* Help ensure relevant guest preferences are communicated appropriately
* Respond to guest questions, feedback and concerns with professionalism and care
* Identify opportunities to strengthen the guest experience and share observations with spa leadership

**Spa Atmosphere and Service Standards**

* Help maintain the atmosphere, presentation and guest-service standards of the spa
* Monitor guest-facing spaces to ensure they remain welcoming, organized and ready for use
* Support treatment-room presentation and operational upkeep
* Help maintain a calm and consistent environment during busy periods
* Work with the Spa Operations Lead to coordinate guest and operational needs
* Contribute to the daily flow and efficiency of spa operations
* Model Slack Tide Spa’s standards for professionalism, hospitality and guest care

**Team Onboarding and Support**

* Assist with the onboarding and orientation of employees and associates
* Help new team members understand workplace expectations, service standards and spa practices
* Provide day-to-day guidance and support to team members
* Encourage clear, respectful and constructive communication
* Help team members access the information or support needed to perform their roles effectively
* Contribute to team recognition, connection and morale-building activities
* Support initiatives that promote a respectful, collaborative and wellness-focused workplace

**Workplace Communication and Conflict Resolution**

* Respond calmly and professionally when guest or workplace concerns arise
* Help facilitate respectful, solution-focused conversations when misunderstandings occur
* Encourage concerns to be raised and addressed constructively
* Maintain appropriate confidentiality when supporting sensitive matters
* Recognize when an issue should be referred to spa leadership
* Communicate recurring guest-service, workplace or operational concerns to spa leadership

**What We’re Looking For**

The successful candidate will be approachable, attentive and comfortable supporting people in a guest-focused environment.

Direct spa experience is welcome but is not required. Applicants with transferable experience in hospitality, customer service, administration, wellness, healthcare or other people-centred settings are encouraged to apply. Passion, commitment, work ethic and alignment with Slack Tide Spa’s values are important alongside direct experience.

**Core Skills and Competencies**

* Excellent interpersonal and communication skills
* A warm, professional and hospitality-focused approach
* Strong relationship-building abilities
* Ability to listen carefully and respond thoughtfully
* Confidence providing day-to-day guidance and support
* Sound judgement when addressing guest or workplace concerns
* Ability to remain composed and constructive during busy or challenging situations
* Strong organizational and time-management skills
* Ability to manage changing priorities and follow through on commitments
* Ability to work independently and collaboratively
* Professional discretion when handling guest and employee information
* Interest in wellness, hospitality and elevated guest experiences

**Experience and Qualifications**

* Experience or training in customer service, hospitality, administration, wellness, healthcare or a related field is considered an asset
* Experience supporting guests, clients, patients or members of the public is considered an asset
* Experience with team onboarding, workplace communication, staff support or conflict resolution is considered an asset
* Experience using scheduling, booking, point-of-sale or administrative systems is considered an asset
* A combination of relevant experience, training and transferable skills will be considered
* Ability to communicate effectively in English
* Availability to work either daytime hours or a combination of evenings and weekends, depending on the agreed schedule

Applicants with different levels of experience are encouraged to apply. Training will be provided to help the successful candidate understand Slack Tide Spa’s systems, services and guest-care standards.

**Personal Qualities**

**We are looking for someone who is:**

* Warm, welcoming and attentive
* Dependable, professional and self-directed
* People-centred and relationship-focused
* Calm and constructive under pressure
* Perceptive and responsive to guest and team needs
* Respectful of different perspectives and communication styles
* Comfortable supporting and guiding others
* Consistent in following through on commitments
* Able to maintain professional boundaries and confidentiality
* Adaptable when guest, team or operational needs change
* Committed to creating a respectful and supportive workplace
* Passionate about wellness, hospitality and exceptional guest care

**Benefits & Perks**

* Ongoing training and professional development opportunities
* Flexible scheduling aligned with your lifestyle
* Optional benefits plan through Chamber of Commerce
* Paid vacation days and statutory holidays
* Supportive, wellness-focused work environment