Guest Experience Coordinator
Robert Andrew Salon & Spa | Crofton, MD
Robert Andrew Salon & Spa is seeking an experienced Guest Experience Coordinator to join our leadership team and work directly with our Director to oversee the day-to-day guest experience and front-of-house operations.
This is a leadership position, not an entry-level front desk role. We are looking for a mature, polished professional with at least 3 years of leadership experience, preferably within a salon, spa, hospitality, or other high-touch guest service environment.
The ideal candidate is confident leading a team, highly organized, comfortable in a fast-paced environment, and understands that exceptional guest service requires both warmth and strong attention to operational details.
Responsibilities
- Work directly with the Director to oversee daily Guest Experience operations
- Lead, coach, train, and support Guest Experience team members
- Maintain a professional, welcoming, luxury-level experience from arrival through checkout
- Ensure accuracy in appointment scheduling, confirmations, check-in and checkout
- Oversee group bookings, spa packages, suites, special occasions, and other detailed reservations
- Assist with resolving guest concerns professionally and promptly
- Monitor the guest experience throughout the salon and spa and proactively address service issues
- Ensure proper guest escorting and communication between the front desk, spa, salon, and service providers
- Maintain appropriate noise levels and presentation throughout guest-facing areas
- Support retail, gift card, membership, package, and promotional initiatives
- Ensure opening and closing procedures, register transactions, and daily balancing procedures are completed accurately
- Assist with staff scheduling, training, accountability, and adherence to established procedures
- Provide hands-on front desk and guest support during busy periods
- Partner with management to continually improve systems, service standards, and the overall guest experience
Qualifications
- Minimum 3 years of experience in a leadership or supervisory role
- Salon, spa, hospitality, hotel, resort, or luxury guest-service experience strongly preferred
- Previous experience leading and developing a front desk or guest services team preferred
- Excellent communication and problem-solving skills
- Strong organizational skills and attention to detail
- Comfortable handling challenging guest situations with professionalism
- Able to prioritize and make decisions in a busy, fast-paced environment
- Strong computer and scheduling/POS skills
- Dependable, professional, and committed to a long-term leadership position
- Flexible availability, including evenings and weekends, is required
Who We're Looking For
We are looking for someone who enjoys being present and engaged with both guests and the team. This position is ideal for an experienced hospitality or salon/spa professional who wants to take ownership of the guest experience while working closely with senior leadership to maintain exceptional service standards.
Robert Andrew Salon & Spa has served the community for more than 50 years. We are looking for a leader who values professionalism, accountability, teamwork, and creating an exceptional experience for every guest.