What are the responsibilities and job description for the Guest Experience Specialist position at Revive Wellness?
JOB DESCRIPTION: GUEST EXPERIENCE SPECIALIST
DEPARTMENT:
SALES FORCE TEAM MEMBER
REPORTS TO: ASSISTANT DIRECTOR
GENERAL SUMMARY
This position is responsible for providing a great first and last impression in guest care, selling and understanding our products, specials, and company programs, offering guests additional service opportunities, assisting service providers, while following all company policies and procedures.
DUTIES AND RESPONSIBILITIES: (Including, but not limited to)
Guest Care / Customer Service
Phone Skills - the commitment to using our branded scripts: unique phone greeting, making appointments, confirmation calls, rescheduling, answering questions regarding services, pricing, level system, handling guest conflict, all with professionalism and using our customized scripts when applicable.
New guest tour/Welcome gift - following through with our planned script for our tour, new guest welcome gift, and introducing guests to our loyalty program, referral program, etc.
Greeting Guest - all guests are checked in and told about current specials and promotions.
Closing - following through with Revive's recommended scripts and procedures for offering retail/homecare options, scheduling next visit, offering more service choices to upgrade the guest experience.
Handing Guest Conflict - following through with our specific scripts and procedures.
Sales
Upselling Services, Specials & Promotions, Rebooking, Continued product training, Retail, Gift Cards, Referrals
Tracking / Goals / Rewards
Each Guest Experience & Sales Expert is responsible for focus and effort in hitting their monthly goals by being consistent with scripting and offerings.
When goals are met, rewards are given monthly.
Each Guest Experience & Sales Expert is responsible for tracking on a DAILY, WEEKLY, & MONTHLY BASIS.
Cleanliness & Organization
Reception / Seating Area - Maintaining clean and clutter free area at all times.
Front Desk - Maintaining clean and clutter free area. No drinks, food, or cell phones are to ever be behind the desk
Guest Restrooms - checked 4x a day, clean, refill soap, towels, etc.
Break Room - clean up after yourself when on break, lunch, etc.
Job Specifications
Brand Code/Dress Code - the ability to maintain and present a fashionable, professional image following our brand code requirements of dress, hair, etc.
Continued Education - learning new products, services and creating scripts to professionally offer these items, as well as customer service workshops.
The ability to work independently, as well as with a team.
Constantly being self-motivated and finding productive activities during slower periods of business.
The ability to build and maintain positive, healthy interpersonal relationships with other team members.
Special Position Requirements
Monthly team meetings
Occasional workshops off-site
One-on-one meetings / review tracking/goals
Working Conditions
On a regular basis, requires the ability to walk, ability to stand for 8-10 hours, reach with hand and arms, ability to lift and/or move 50lbs, tolerate spa fragrances.
On an occasional basis, requires the ability to climb a ladder and balance.
On a frequent basis, requires the ability to stoop, kneel, and crouch.
RATE OF PAY
16/Hour Bonus
SCHEDULE
Part Time - average 15-20 hours per week. We are open 7am-7:30pm Monday-Saturday. This department is typically broken into two shifts per day: 6:45am-1:15pm and 1:15pm-7:45pm. Must be available to work Saturdays.
Job Type: Part-time
Pay: From $16.00 per hour
Work Location: In person
Salary : $16