GUEST SERVICES REPRESENTATIVE

Position Summary: The Guest Services Representatives at Morgan Ford Spas are the vital link to customer service and satisfaction. They are the “first responders” to all guests and manage the entire process before, during and after our guests’ service experience. Guest Service Representatives are committed to serving our guests with additional products and services to ensure that all of their needs are met. They stand for company growth and profitability. They are meticulous, conscientious and uphold all company systems and structures. Customer service is their calling. Guest Service Representatives are world-class professionals, organized, detail oriented and effective communicators, and are individuals committed to doing what it takes to accomplish the company goals, targets and objectives.

Objectives:

The front desk is the lifeline of Morgan Ford Massage & Spa. Your impression when someone walks in the door is the first impression they will make. We want our guests to walk in and be wowed with your greeting. We expect you to pay very close attention to the dress code at all times. Be sure not to wear revealing clothing, have your hair and makeup done before you come to work each day.  Leave your troubles at the door when you walk in each day and treat each guest personally to be very accommodating to their every need.

Job Description:

The responsibilities of a Guest Services Representative at Morgan Ford Spas includes:

• Providing a friendly, professional greeting to all callers and visitors

• Ensuring a warm, friendly welcome to clientele and staff at all times

• Completing daily opening and closing procedures and checking lists per relevant areas

• Scheduling appointments and monitoring availability of treatments and staff to ensure punctual service

• Organizing guest appointments to fully utilize time and profitability while ensuring the guests' needs are prioritized

• Helping each person who approaches the front desk with an inquiry, and checking out each guest after their appointment

• Guiding clients to appropriate retail products, and motivating sales of products, gift certificates, packages, specials, memberships, and service re-booking

• Accepting and delivering all packages, mail, and messages to appropriate staff

• Assisting with setting up food, decorating and cleaning up as necessary for on site events and other special occasions

• Assisting Spa Leaders with Administrative tasks

• Ensuring cleanliness and orderliness in the spa.  Light cleaning duties including daily sweeping, mopping, bathroom cleaning, laundering sheets and towels, dusting product shelves, cleaning service areas, etc. Deep cleaning areas as necessary to ensure cleanliness and sanitation of all spa areas.

• Completing accurate cash reports and monitoring cash register at all times, handling and distributing staff cash gratuities.

• Completing daily tracking worksheet to chart performance and sales.

• Controlling, assisting and distributing supply and retail inventory, including delivering supplies occasionally between locations.

• Driving to local bank branches to obtain daily cash/change.

Skills & Requirements:

• Team player and motivated self-starter

• Excellent customer service skills; a “people person”

• Ability to work long hours with limited breaks

• Well organized, proactive, and exceptional at multi-tasking

• Demonstrates confidentiality and discretion

• Maintains a courteous demeanor and professional appearance

• Strong math skills

• Flexible schedule and ability to work outside normal hours to assist with staffing needs

• Ability to type at least 40 words per minute

Education & Experience:

• High school education or equivalent required; some college or industry experience preferred

• At least two years working in a salon or spa, professional office environment, call center, or hospitality industry.  Work experience may be substituted with education in a similar field.

• Proficient with Microsoft/Open Office programs (Word, Excel), and computer file management 

• Knowledge of or ability to learn Internet programs (Google Drive, Booker, etc.)

• Telephone system knowledge and ability to troubleshoot routine computer issues

• Knowledge of office/computer equipment including PC, scanner, printer, iPad/Tablet 

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to see, talk and hear. The employee frequently is required to sit and use hands along with fingers, to handle or feel. The employee is required to stand, walk, reach with hands and arms, climb or balance, and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job includes close vision.

EOE Statement:  All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, protected veteran, or disability status.

Expectations: 

• Dress to impress. Have your hair and makeup done and follow dress code.

• Treat each guest with enthusiasm and accommodation 

• Greet each guest upon entering the spa with the saying, “Welcome.” Remember this is key 

• Assist and instruct the guest on completing necessary paperwork

• Enter all guest information into the computer (birthday, occupation, cell phone number, and e-mail address, etc.) 

• Offer the guest a drink, show them where to sit and wait for their service provider

• Offer guests to prebook while they are waiting if they have been to our spa before 

• Cross promote 

• Sell gift cards, and upsell gift cards 

• Sell the spa when you are out in public and carry business cards on you at all times 

• Suggest retail items for purchase

• Pre-book each client 

• Check the clients out on the computer 

• Keep up on the laundry 

• Pull products forward periodically and make the shelves look nice 

• Keep your workspace neat, clean and organized 

• Track your sales and performance numbers

• Be upbeat at all times and eager to please the guests 

• Make sure drink areas are neat and organized 

• Throw away old magazines when necessary

• Attend educational training to improve your skills

• Participate in all monthly plan & review meetings with coach, monthly front desk staff meetings, quarterly goals incentive events, and bi-annual company-wide meetings, which may be on a day/time outside of your normal working schedule

We are seeking a highly-skilled and reliable licensed esthetician to join our growing team. This position plays a key role in our spa staff, ensuring the most relaxing and rejuvenating experience possible for our clients. This position is to provide services at one, or more, of our spa locations. Training Provided. Services include: -Facials -Body treatments -Full body waxing, including Brazilian waxing -Chemical peels -Microdermabrasion -High frequency. Applicants must also be eager to learn and perform full body massage modalities allowed under their license, including Hot Stone Massage, Prenatal Massage, Swedish Massage, and Lymphatic Drainage; in person training is provided.

Knowledge of Bioelements, PCA and/or Farmhouse Fresh skin care lines is a plus. Must be willing to make product recommendations and work on building a clientele to complement our current book of regular clients. Benefits for full-time employees include supplemental insurance, vacation, wellness benefits, and product/service employee discounts. Pay on a leveling system starting with increasing commission and hourly back-up for first 90 days. 10% commission on product sales, plus all tips.

We are seeking a professional and highly-skilled licensed massage therapist to assist with our growing clientele. This position is a vital role in our spas, ensuring each guest is fully relaxed, finding relief from pain, and leaving feeling their best. Licensed massage therapists in this position provide massage services to our regular guests at one, or more, of our spa locations. You should be able to perform or willing to learn -Deep tissue -Swedish -Sports -Hot stone -Reflexology -Prenatal Must have a valid license from the Missouri Board of Massage Therapy. Must be willing to develop treatment plans for clients and make product recommendations. Benefits for full-time employees include supplemental insurance, vacation, wellness benefits, and product/service employee discounts. Pay on level system up to 50% commission from services, plus tips, and 10% commission from retail sales. Employee status.

We are seeking "as needed" licensed massage therapists for chair massage events and out calls to local bed and breakfast/inns, hotels, homes. Pay is 50% commission (generally $45/hour for chair massage and $55-65 for 60 minute out calls). Employee status.

Morgan Ford Spas (www.morganfordspas.com) with locations in Tower Grove South, Soulard, and Webster Groves, seek a full time or part time housekeeping/janitorial staff to split time between our three locations doing regular light cleaning, some deep cleaning, and laundry. 

The responsibilities of housekeeping staff at Morgan Ford Spas includes:
Ensuring cleanliness and orderliness in the spa.  Light cleaning duties including daily sweeping, mopping, bathroom cleaning, laundering sheets and towels, dusting and cleaning product shelves, cleaning service and waiting areas, vacuuming carpets and rugs. Weekly deep cleaning duties include cleaning ceiling fans, window sills, tables, chairs and shelves, laundering fleece and blankets, cleaning equipment in treatment rooms, baseboards, inside windows, and other tasks as they arise.

Skills Requirements - 
Personal Characteristics:
Team player and motivated self-starter
Well organized, proactive, and enjoys multi-tasking
Demonstrates confidentiality and discretion when required
Maintains a courteous demeanor and professional appearance

Education & Experience:
No education or experience required, only a great attitude and willing to work hard and learn cleaning tasks.

WHAT YOU CAN OFFER US:
Positive and relaxed attitude
Commitment to teamwork and higher standards
Passion for excellence
Strong initiative, drive and devotion to wellness
Willingness to learn

WHAT WE OFFER:
Competitive pay
Paid time off upon tenure
Service and product discounts
Benefits for Full Time Staff
Opportunity to grow

EOE Statement:  All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, protected veteran, or disability status.

Key aspects of the Marketing Coordinator:

• Creative Design
• Media Management
• Business Development
• Promotional Events
• Leadership

The Marketing Coordinator is responsible for internal and external design for all digital and print projects. They frequently engage with local residents, businesses and media to capture new customers, and are the in-house expert of all brand and marketing strategies. The Marketing Coordinator ensures that all spa events and social media are effectively  publicized. This role will also be charged with discovering new opportunities within the community to establish a stronger bond with our target audience and increase local market share. This position will oversee all social media posting and engagement, coordinate corporate wellness and other marketing events, and will be the primary lead on the company's philanthropic activities and in-house and public marketing material creation. This position will also be responsible for logistics including room setup, reservations, decorations, entertainment, ordering food and marketing for multiple types of events. They will be the primary lead on the company's philanthropic activities.

This role will be responsible for assisting with answering the Leader on Duty (LOD) line. This role will be expected to be fully trained as a Guest Services Representative, both in software and in daily operational tasks, and be ready to assist/fill in if needed. The responsibilities of this role are estimated at 20 hours per week. This role will report to the Director of Operations.  

Marketing Materials and Creative

• Design all creative content for advertising materials for both in-house retail & service promotions, and outside advertising.
• Manage all branded and co-branded materials for consistency and adherence to brand standard.
• Create an annual marketing calendar for the spa, highlighting various sales areas on a monthly basis.

Social and Other Media

• Post on a weekly, and more as needed, basis to social media.
• Create bi-monthly video content to be shared on social media.
• Engage with social media followers to increase exposure.
• Create events in social media for internal and external promotions
• Write, edit, and publish a monthly newsletter via email.
• Write, edit and distribute press releases to local media.

Business Development

• Identify and vet new ideas and guest experiences, and work with the Leadership team for roll-out.
• Create events to launch new products, promote spa treatments, educate guests, promote guest appreciation, and promote corporate good-will in the community.
• Collaborate with the Leadership team to enhance promotional opportunities that will increase business and revenue.
• Direct and manages community relations strategy.
• Research, identifies and capitalizes on new market opportunities.
• Work with corporate affiliates on cross-promotional initiatives.
• Actively market our corporate chair massage and spa services to local companies.
• Maintain relationships with local hotels and bed & breakfast owners/concierge to gain referrals for in-room massage needs & coordinates fulfillment of opportunities with the Guest Services Coordinator.
• Foster relationships with wellness coordinators of local companies to drive new event opportunities.
• Research new opportunities for participation in trade shows, wellness fairs, festivals and clinics.
• Review and update Product Review Guides on a regular basis.
• Coordinate and maintains internal staff donations of services.

Promotional Events

• Serve as the main point of contact for corporate wellness and community events from inquiries to booking through event day.
• Lead event planning meetings and event evaluations.
• Plan for event logistics including conceptualization, connecting to target audiences, allocating budgets, finding venues/dates, etc, and assists the Event Coordinator who is responsible for the execution of events.
• Order and maintain all event and meeting supplies.
• Create floor plans and general timelines for each event.
• Ensure collection photos, videos, and promotional material from events.

Administrative Duties and Record Keeping

• Coordinate and maintain internal staff donations of services.
• Prepare past, current, and future calendars of events scheduled.
• Log all missed opportunities to discuss in Leadership meetings.
• Prepare monthly/yearly revenue reports.
• Develop and manage the marketing budget/forecast/contracts/financials.
• Create periodic goals for marketing efforts to reach company goals.
• Maintain statistical records of success of all marketing efforts, including monthly social media statistics, event statistics, and outside advertising statistics.
• Oversee internet marketing strategies; and website development and performance.
• Maintain updated marketing records in company project management software, i.e. Monday.com.

Leadership

• Attend all Leadership meetings and trainings.
• Plan and attend additional meetings/communications with Guest Service Coordinator and Event Coordinator as spa parties and other events occur.
• Assist with the LOD system, including the LOD phone line as well as the FDS to LOD Google chat, to handle staff questions and call offs.
• Fully able to assist a location or fill in for Guest Service Representatives as needed.
• Perform other special projects as assigned.

Communication

• Monitor emails, chats and voicemail several times daily.
• Answer and place phone calls as appropriate.
• Receive, responds to and processes requests from local charitable organizations for donations of services and/or products.
• Report on any guest situations, problems and feedback during any previous events.
• Communicate additional staff needs to the Guest Service Coordinator and/or Event Coordinator in a timely fashion.
• Proofread all proposals, contracts, and responses to correspondence for mistakes before forwarding to recipients.
• Maintain filing systems and an organized office space.
• Attend monthly plan & review meetings with the Director of Operations.
• Provide support and backup to Guest Services staff and Leadership, and other duties as assigned.

Required Knowledge, Skills, and Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, as assigned. The requirements listed below are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Proven marketing and relationship building skills.
• Excellent computer skills in a Microsoft Windows environment, including Microsoft/Open Office/Google document and spreadsheet creation/Photoshop/Adobe Illustrator/Canva, and scheduling software, i.e. Zenoti.
• Strong analytical skills, and ability to identify relevant data and utilize it to impact spa revenue.
• Self-starter and ambition to create new ideas.
• Excellent oral and written communication skills.
• Type at least 50 words per minute.
• Excellent oral and written communication skills.

• Excellent interpersonal and guest service skills.

• Ability to work with various departments and foster teamwork.

• Ability to work independently with minimal supervision.

• Skills in record keeping.

• Ability to maintain the confidential nature of Leadership information.

• Ability to travel for meetings, events, trade shows, fairs and career development training, and maintain a flexible work schedule.
  

• Excellent organizational skills.

• Must be able to identify and resolve problems in a timely manner.

Education and Experience

• Bachelor’s or Associate's Degree in Marketing, Communications, Graphic Design or related field.
• A history of providing excellent customer service.
• Experience with marketing, advertising and/or promotions.
• One to two years of training or supervision of others preferred.
• Experience in the salon/spa and/or hospitality industry preferred.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to see, talk and hear. The employee frequently is required to sit and use hands along with fingers, to handle or feel. The employee is occasionally required to stand, walk, reach with hands and arms, climb or balance, and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision.

EOE Statementnt

Morgan Ford Massage & Spa provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

RECRUITING AND RETENTION COORDINATOR

Department: Human Resources

Key aspects of the Recruiting and Retention coordinator:

• Recruiting
• Interviewing
• Hiring
• Training
• Coaching
• Evaluating
• Policy Recommendation
• Team Building
• Employee Relations
• Leadership
• Employee Engagement

The role must support the work of managers who supervise and lead the work of the employees of the organization. The role is seriously involved in defining and developing an organizational culture that enables the organization to succeed in its service to customers. This role will work closely with the Events Coordinator to provide adequate staffing for events, and reports directly to the Chief Operating Officer. 

The Recruiting and Retention Coordinator is responsible for delivering all facets of employee success throughout the organization. This will be achieved through the development of local and regional recruiting plans, employing traditional sourcing strategies and resources as well as developing new, creative recruiting ideas. The Recruiting and Retention Coordinator will play a critical role in ensuring we are hiring the best possible talent throughout the organization. The Recruiting and Retention Coordinator will take the lead in organizing and implementing staff training, as well as supervising employment engagement programs in the organization.

Primary Objectives:

• Develop and execute recruiting plans.
• Network through industry contacts, association memberships, trade groups, social media, and employees.
• Coordinate and implement college recruiting initiatives.
• Training and Development
• Employee Engagement
• Administrative duties and record keeping.

Develop and Execute Recruiting Plan:

• Work with spa leaders on recruiting planning meetings to assess staffing needs at each location

• Assist in creating and updating job descriptions

• Lead the creation of a recruiting and interviewing plan for each open position.

• Efficiently and effectively fill open positions.

• Conduct regular follow-up with leaders to determine the effectiveness of recruiting plans and implementation.

• Develop a pool of qualified candidates in advance of need.

• Research and recommend new sources for active and passive candidate recruiting.

• Build networks to find qualified passive candidates.

• Post openings in online venues, with professional organizations, and in other position appropriate venues.

• Post positions to appropriate Internet sources.

• Improve the company website recruiting section to assist in recruiting.

• Research new ways of using the internet for recruitment.

• Use social and professional networking sites to identify and source candidates.

Network Through Industry Contacts, Association Memberships, Trade Groups and Employees

• Locate and document where to find ideal candidates.

• Aid in establishing a recognizable employer of choice reputation for the company, both internally and externally.

• Communicate with managers and employees regularly to establish rapport, gauge morale, and source new candidate leads.

• Create contacts within the industry.

• Attend local professional meetings.

• Attend local recruitment events to source potential candidates at trade schools and universities

• Maintain regular contact with possible future candidates.

Coordinate and Implement Trade School and College Recruiting Initiatives

• Coordinate college recruiting initiatives.

• Attend career fairs for recruiting and company recognition.

• Develop working relationships with colleges to aid in recruiting.

• Give presentations at colleges and trade schools to increase awareness of the company.

Training and Development

• Assist with the establishment of an in-house employee training system that addresses the company's training needs including training needs assessment, new employee orientation and on-boarding, management development, technical skills training, and measurement of training impact.

• Supervises the selection and contracting of external training programs and consultants.

• Provides necessary education and materials to managers and employees including workshops, manuals, employee handbooks, and standardized reports.

• Assists with the development of and monitors the spending of the corporate training budget.

• Maintains employee training records.

Employee Engagement 

• Assist in the creation of a work environment and culture that reinforces our company's mission and core values

• Assist in the development and implementation of employee contests and programs to achieve desired engagement

• Conduct employee engagement surveys; analyze and distribute results

• Assist with events and projects associated with our cultural development

• Create post-event reports

• Administer the Employee Recognition Program

• Coordinate employee appreciation activities

Administrative Duties and Record Keeping

• Review applicants to evaluate if they meet the position requirements.

• Conduct prescreening interviews

• Maintain all pertinent applicant and interview data in the Human Resources Information System. 

• Assist in performing reference and background checks for potential employees and contractors.

• Assist in writing and forwarding rejection letters

• Assist in interviewing and selecting employees onsite

• Assist in preparing and sending offer packages.

• Assist in preparing new employee orientation and training materials.

• Assist managers in ensuring compliance with all State licensing documentation requirements.

• Perform other special projects as assigned.

Required Knowledge, Skills, and Abilities:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, as assigned. The requirements listed below are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Experience with recruiting.

• Proven candidate sourcing and relationship building skills.

• Excellent computer skills in a Microsoft Windows environment.

• Type at least 50 words per minute.

• Excellent oral and written communication skills.

• General knowledge of various employment laws and practices.

• Excellent interpersonal and coaching skills.

• Ability to work with various departments and foster teamwork.

• Ability to work independently with minimal supervision.

• Skills in database management and record keeping.

• Ability to maintain the highly confidential nature of human resources work.

• Ability to travel for recruitment meetings, college visits, and career fairs and maintain a flexible work schedule
  

• Excellent organizational skills.

• Must be able to identify and resolve problems in a timely manner.

• Gather and analyze information skillfully.

Education and Experience:

• College degree or pursuit thereof is required

• One to two years of human resources experience preferred

• Spa industry experience preferred
  

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to see, talk and hear. The employee frequently is required to sit and use hands along with fingers, to handle or feel. The employee is occasionally required to stand, walk, reach with hands and arms, climb or balance, and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job includes close vision.