Role OverviewWe're looking for a Guest Services Specialist to join our HQ team and serve as a key point of contact for Spencer's guests. This role is all about creating exceptional experiences for our guests, whether that means answering a phone call, responding to an email, or thoughtfully resolving a concern.
What You Will Do
Serve as a primary point of contact for Spencer's guests via phone, email, and other communication channels. Respond to guest questions, requests, feedback, and concerns with warmth, professionalism, and urgency.
Why It Might Be a Fit
The ideal candidate is naturally warm and service-oriented, an excellent communicator, and someone who genuinely enjoys helping people. You'll work closely with our spa teams and HQ departments to resolve issues, identify opportunities to improve the guest experience, and ensure our high standards are reflected in every interaction.
Requirements
- 2+ years of experience in customer service, hospitality, luxury retail, wellness, or a similar guest-facing environment
- A genuine passion for creating exceptional guest experiences
- Excellent verbal and written communication skills with a warm, polished, and professional presence
- Strong emotional intelligence and the ability to remain calm and composed in challenging situations
- A natural problem-solver who takes ownership rather than simply passing an issue along
- Highly organized with strong attention to detail and follow-through
- Comfortable navigating multiple systems, communication channels, and priorities throughout the day
- A team player who enjoys collaborating across departments and locations
- Someone who is proactive, resourceful, and willing to jump in wherever needed
- A hospitality mindset! You understand that the small details can make a big difference
- Comfortable handling confidential or sensitive guest information with discretion
]]>