Lead Guest Experience Advisor

GENERAL OVERVIEW:

Remedy Place is a first-of-its-kind social wellness club that is redesigning the meaning of social self-care. Inside our walls, social life is never sacrificed for the decision to lead a healthy lifestyle. Instead, both are mutually enhanced. Our holistic experiences help our community members find balance, operate at peak performance, and melt away the tension caused by life’s everyday stressors—all in an ultra luxe lounge setting.

As the Lead Guest Experience Advisor, you are the cornerstone of Remedy Place’s front-of-house operations, overseeing the Guest Experience Advisor and Senior Guest Experience Advisor teams. You are responsible for setting the tone, maintaining service excellence, and ensuring the seamless operation of the club. You will act as the bridge between the team and club management, driving collaboration, accountability, and an elevated guest experience.

With a deep understanding of Remedy Place’s services and standards, you lead by example, fostering an environment that reflects our commitment to holistic luxury and empowering your team to deliver exceptional hospitality.

ESSENTIAL RESPONSIBILITIES

Leadership + Team Management:

• Lead the Guest Experience Advisor and Senior Guest Experience Advisor teams, ensuring alignment with Remedy Place’s hospitality standards and values.
• Oversee daily team operations to ensure seamless service delivery.
• Conduct regular team check-ins and provide ongoing coaching to ensure exceptional performance, engagement, and adherence to protocols.
• Onboard and train new hires, establishing best practices and reinforcing Remedy Education and hospitality standards.
• Act as the first point of contact for escalations, providing guidance and solutions for team or guest challenges.
• Foster a positive and collaborative team culture, modeling professionalism and enthusiasm at all times.

Operations + Communication:

• Serve as the main communication bridge between the floor team and club management, ensuring updates, feedback, and key information flow seamlessly.
• Oversee the daily execution of operational checklists, ensuring all tasks are completed to the highest standard.
• Manage the Concierge email account, CRM system (Zenoti), and administrative tasks, including inventory tracking, order management, and spreadsheets.
• Support holistic practitioners with guest scheduling, treatment plans, and administrative needs.
• Lead team efforts to maintain a pristine club environment, including cleanliness, organization, and equipment maintenance.

Guest Experience Leadership:

• Set the standard for hospitality by delivering personalized and memorable experiences for guests and members.
• Facilitate club tours, assist with Remedy Education, and provide tailored recommendations for services, memberships, and retail/F&B options to enhance guest wellness journeys.
• Execute VIP and group booking itineraries, ensuring every detail exceeds expectations.
• Lead the coordination and execution of social events, workshops, and community activations, partnering with instructors and internal teams as needed.
• Regularly follow up with leads and members, providing up-to-date information about events, offerings, and benefits.

Remedy Education Expertise:

• Act as the foremost expert on Remedy Education, including the science and benefits of holistic self-care services.
• Support the team in providing accurate, compelling information to guests and members about Remedy Place’s offerings.
• Lead team participation in Remedy Continued Education courses to ensure knowledge and service delivery remain best-in-class.

QUALIFICATIONS:

• 1–2 years of management or leadership experience, preferably in high-end hospitality or wellness environments.
• In-depth knowledge of holistic self-care services, including the science and benefits behind them.
• Exceptional organizational skills and attention to detail, with a solution-oriented mindset.
• Strong leadership and coaching abilities to develop a high-performing team.
• Excellent verbal and written communication skills, with a personable and approachable demeanor.