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