Spencer's is a luxury boutique spa redefining the modern wellness experience.

With our flagship location in the heart of SoHo, New York City, and a second in West Hollywood, California, we blend timeless design with advanced wellness treatments to offer something truly unique: elevated, luxurious spa experiences at an accessible price point.

Our chic facilities offer state-of-the-art equipment. Spencer’s is less a traditional spa and more a space for design, comfort, and effortless aesthetic, a place for our guests to slow down, feel taken care of, and enjoy every detail.

Behind every experience is a passionate team of expert therapists, attentive sales associates, dynamic people managers, and visionary corporate leaders. We thrive on collaboration, creativity, and a shared commitment to excellence. Together, we’re creating new experiences and reimagining wellness.

If you’re driven by purpose, inspired by design, and passionate about wellness, we invite you to grow with us.

Our Culture & Ideal Team Member

We are seeking personable and engaging professionals who possess a deep-seated passion for service and an unwavering focus on the guest experience. Our team members maintain a consistently positive and cheerful demeanor, thrive as collaborators and team players, and are proactive in bringing solutions and innovative ideas to the forefront. You are an individual committed to a long-term career in this industry, aspiring to work alongside the best of the best experts in a technically advanced and supportive environment.

Position Overview

The Guest Service Lead is the welcoming face of our spa, delivering world-class hospitality and guiding guests through transformative experiences. This pivotal role is responsible for ensuring a seamless, high-touch, and personalized experience for every guest. You will curate memorable moments by recommending treatments, memberships, and services tailored to each guest’s unique wellness goals. This role is crucial in highlighting the value of our packages and memberships to ensure the guest is always receiving the best experience and most beneficial pricing for their needs, while also maintaining operational excellence, efficiency, and meeting membership goals.

Key Responsibilities

1. Hospitality & Service Excellence

• First & Last Point of Contact: Create a lasting positive impression with warmth and professionalism; warmly greet every guest upon arrival with personalized attention.
• Outstanding Service: Anticipate guest needs and offer solutions that enhance their experience.
• Transaction Management: Manage all reservations, check-in/check-out, and payment processing accurately and discreetly.
• Expert Inquiry Handling: Manage phone and text inquiries promptly, providing expert answers about services, memberships, and spa amenities.
• Spa Ambassadorship: Lead personalized tours of the spa, showcasing our unique offerings.
• Issue Resolution: Manage and resolve minor guest issues or complaints efficiently, escalating complex matters to the Supervisor or Manager.

2. Wellness Education & Membership Advising

• Knowledgeable Advisor: Provide comprehensive, personalized explanations of all Spencer's spa services, products, memberships, and packages.
• Consultative Approach: Proactively understand guest needs and recommend the most cost-effective and beneficial packages or membership tiers to maximize wellness goals and value.
• Wellness Insights: Stay informed on the science and benefits of our holistic self-care services through Spencer's continued education programs.
• Relationship Building: Build genuine connections with guests to encourage long-term loyalty and retention through personalized membership recommendations.
• Data Management: Capture and log all guest data, membership details, and communication in the booking system.

3. Sales & Membership Growth

• Promotion: Proactively promote and sell spa services, packages, memberships, and retail products.
• Education: Educate guests on the benefits of enhancements, packages, and memberships.
• Target Achievement: Use consultative selling techniques to meet or exceed personal and team sales targets.

4. Calendar Optimization & Appointment Management

• Real-Time Management: Manage and update the appointment calendar in real time to ensure maximum occupancy.
• Gap Fulfillment: Continuously analyze the calendar and rebook canceled or last-minute openings quickly and effectively.
• Coordination: Coordinate therapist schedules, client preferences, and internal notes for smooth operations.
• Maximizing Bookings: Offer additional services or extended treatments for existing clients whenever possible to maximize daily capacity.

5. Team Collaboration & Operations

• Synergy: Collaborate with Guest Coordinators, therapists, and management to ensure a seamless experience from check-in to check-out.
• Brand Standards: Maintain the highest standard of luxury brand presentation and a pristine environment.
• Event Support: Support the execution of in-spa events, workshops, and group experiences.
• Proactive Troubleshooting: Take initiative to troubleshoot guest issues, scheduling conflicts, or operational challenges as they arise.
• Opening/Closing: Assist in opening and closing procedures, including cash handling, inventory tracking, and completing daily operational checklists.

Qualifications & Requirements

• Experience: Minimum of 2 years in a high-end, guest-facing role (luxury spa, hospitality, or upscale retail preferred).
• Track Record: Proven success in meeting or exceeding goals related to guest retention and membership enrollment.
• Communication: Exceptional verbal and written communication skills with the strength to convey information clearly and professionally.
• Solutions-Oriented: High degree of proficiency in identifying problems and finding effective resolutions quickly.
• Technical Skills: Expert proficiency in modern office technology and software platforms, including scheduling/booking and Point of Sale (POS) systems.
• Professionalism: Consistently positive attitude and professional demeanor in all interactions.
• Organization: Strong organizational and time management abilities to thrive in a fast-paced environment.
• Flexibility: Ability to work evenings, weekends, and holidays as required.

What We Offer

• Competitive Compensation: Hourly pay ($25-28 p/hr) with bonus opportunities.
• Healthcare: Non-taxable monthly healthcare stipend.
• Perks: Complimentary spa services and employee discounts on retail products.
• Career Growth: Significant advancement opportunities as part of a company in a massive growth phase.
• Location: Opportunity to work in a high-end, wellness-focused environment in West Hollywood.

This position requires bending, stooping, and moving items up to 30 pounds.

Must be able to remain in a stationary position, including standing, for up to 2 hours at a time. This position requires the ability to move throughout the space to access supplies and equipment.

Spencer's is committed to a policy of Equal Employment Opportunity and will not discriminate on the basis of race (inclusive of traits historically associated with race, including hair texture and protective hairstyles), color, religion, creed, gender or sex (including pregnancy, childbirth, breastfeeding or related medical condition, genetic information, family and medical care leave status, sexual orientation, gender identity, gender expression, political affiliation, an employee's or their dependent's reproductive health decision making (e.g., the decision to use or access a particular drug, device or medical service), or any other characteristic protected by applicable law.

Spencer's also complies with the Americans with Disabilities Act and applicable state and local laws with regard to providing reasonable accommodation for qualified individuals with disabilities.