Guest Experience & Front Desk Manager

Excuria Salon & Spa – Williamsville, NY

This is not a typical front desk job. If you're looking for a quiet, low-responsibility role where you just answer phones and check people in… this is not for you. If you bring energy into a room, love leading people, thrive in fast-paced environments, and hold yourself and others to a high standard… Keep reading.

Who We Are

At Excuria, we don't just provide services—we create experiences. Our team lives by values that show up every day:

Sparking the Plug – We bring energyTeam Player – We row togetherLiving on the Edge – We innovate and improvePut the Shine On – We deliver polished, high-end serviceBringing Out the Sun – We show up with a great attitudeBuzzing Beyond – We never stop growingThe front desk is the heartbeat of that experience.

The Role

We are hiring a Guest Experience & Front Desk Leader to own the performance, energy, and accountability of our front desk team.

You will:

Lead the daily execution of front desk operationsDrive guest experience, retail promotions, and rebooking performanceOrganize and flawlessly execute group bookingsTrain, coach, and develop Guest CoordinatorsHold the team accountable to standards and resultsThis is a leadership role, not just a support role.

What You'll Be Responsible For

Own the Numbers

Drive rebooking, retail sales, and guest experience metricsTrack performance and coach the team dailyLead the Team

Set expectations and hold people accountableRun daily huddles and keep the team focused and energizedExecute Promotions

Ensure retail promotions are visible, communicated, and soldTurn "announcements" into real resultsRun Group Bookings

Organize, confirm, and execute all group experiences flawlessly

Maintain Operational Excellence

Ensure perfect opening and closing routinesKeep the front desk clean, polished, and dialed inTrain & Develop

Help onboard new hiresContinuously coach and elevate the teamWhat We're Looking For

You might be a great fit if you:

Naturally take charge in group settingsBring consistent, visible energy to workAre comfortable holding others accountableThrive in fast-paced, high-expectation environmentsAre organized and detail-oriented under pressureEnjoy sales (retail, rebooking, guest experience)Love developing people and improving systemsWhat Will NOT Work in This Role

Avoiding hard conversationsLow energy or inconsistent attitudeDisorganization or forgetfulness"That's not my job" mindsetJust wanting to "help" instead of leadWhat Success Looks Like

The front desk runs smoothly—every dayThe team knows what's expected—and hits itGuests feel the energy the moment they walk inRetail and rebooking numbers are growingNothing falls through the cracks

Schedule

38–40 hours per week. 1 full weekend off per month, 2 Sundays on / 2 off, 2 nights per week.

Week 1 Sunday: 10 AM–6 PM | Monday: 9 AM–6 PM | Tuesday: 2 PM–Close | Wednesday: Off | Thursday: 2 PM–Close | Friday: Off | Saturday: 6 AM–2 PM

Week 2 Sunday: 10 AM–6 PM | Monday: 9 AM–6 PM | Tuesday: 2 PM–Close | Wednesday: Off | Thursday: 7 AM–3 PM | Friday: Off | Saturday: 9 AM–Close

Week 3 Sunday: Off | Monday: 9 AM–6 PM | Tuesday: 2 PM–Close | Wednesday: 9 AM–5 PM | Thursday: 2 PM–Close | Friday: 9 AM–5 PM | Saturday: Off

Week 4 Sunday: Off | Monday: 9 AM–6 PM | Tuesday: 2 PM–Close | Wednesday: 9 AM–5 PM | Thursday: 7 AM–3 PM | Friday: Off | Saturday: 6 AM–2 PM

Why Excuria

High-performance, team-driven cultureGrowth and leadership opportunitiesA place where your energy and leadership actually matterYou won't just have a job—you'll have ownership

We're not just hiring for skill. We're hiring for drive, energy, and leadership.

Role begins at $23 per hour.