What are the responsibilities and job description for the Front Desk Associate position at Massage Envy?
Description
Position Overview
The primary responsibility of a Front Desk Associate is to deliver outstanding customer service by helping clients understand the benefits of regular massage, skin care, and stretch. FDA’s will use strong communication skills to offer memberships, advanced services, enhancements, retail products, and gift cards in a genuine, authentic way that benefits the client and exceeds performance goals. FDA’s thrive in an environment of teamwork and collaboration, and fosters a culture focused on customer satisfaction.
Requirements
Requirements
- Proven experience in a customer-facing retail, healthcare, or membership environment.
- Understand and believe in the healing benefits of massage therapy, bodywork, and skin care services
- Excellent verbal, written, interpersonal, and computer skills
- Able to manage multiple priorities, make sound, timely decisions, and be accountable for results
- Relationship management including the ability to collaborate, communicate, and influence
- Able to work flexible days and hours
Essential Functions
- Understand, believe in, and uphold PCRK Group and Massage Envy’s Mission, Vision and Values
- Answer telephones promptly and schedule appointments appropriately
- Proficiently navigate and utilize the computerized point of sale system
- Understand and communicate information about services and professional specialties to effectively and accurately make "customized" recommendations to best match clients with the appropriate professional service provider for their needs
- Stand to personably greet all clients, by name when possible, and make them feel welcome
- Consult with new clients to learn their treatment needs and communicate those needs and any client concerns to the service professionals
- Listen intently to client feedback on their service and accurately explain options for the client including introducing the Wellness Program & Agreement and aligning that to the wellness plan recommended by the service provider
- Meets or exceeds individual and location goals. Actively maintains a time management plan to ensure continuous productivity. Identifies and suggests ways to improve location performance
- Willingness to continually learn about product knowledge of skin care lines to support product recommendations for a client’s successful home regimen
- Assist with other duties, which may include but are not limited to:
- Completing regular cleaning checklists throughout the day and at close of business
- Making outbound calls to members and guests
- Restocking supplies
- Accurately operating the POS and client database
Physical Demands
While performing the duties of this job, the employee is regularly required to talk and hear. This position is very active and requires standing, walking, bending, kneeling, stooping, and crouching all day. The employee must frequently lift and/or move items over 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. This position regularly requires long hours and frequent weekend work.