Customer Experience Specialist (CES)

The role
You are the face of the guest journey at Number 160. You welcome guests, run consultations in our lounge, understand what each guest needs today, and guide them to the right treatment. You turn first visits into bookings - and bookings into guests who come back.
What you will do
• Run guest consultations and recommend the right treatments and products
• Convert prospects and walk-ins into booked treatments; upsell and cross-sell with taste
• Own the in-spa guest journey, front-of-house experience and atmosphere
• Resolve complaints and recover service situations gracefully
• Coordinate with our therapist team on recommendations and guest feedback
What success looks like
• Consultations that turn into bookings
• Guests who feel understood - and return
• A front of house that runs calm and warm, even on busy days