Red Door Spa Seeks Guest Service Representatives in Gaithersburg & Arlington
JOB SUMMARY:
Responsible for exceeding our guest expectations by providing them with impeccable guest service. Responsibilities include receiving guest at check-in with a warm welcome, caring for their experience, and providing a fond farewell at check out. Other duties include: answering phones, booking appointments and selling, displaying exceptional knowledge of products and services offered. Performs various administrative functions as assigned.
ORGANIZATIONAL RELATIONSHPS:
Reports to the Guest Service Manager; takes direction from Guest Service Lead or Future Booking lead
JOB SUPERVISES (Title(s):
N/A
ESSENTIAL DUTIES AND RESPONSIBILITIES:
* Communicates with guests by demonstrating professionalism, friendliness, sophistication and confidence.
* Incorporates the Company Vision and Mission to our Guests in day-to-day tasks: To exceed the guest's expectations by providing the guest with impeccable guest service, expertise, and the finest quality products.
* Provides consistently outstanding customer service to enhance the spa/salon experience for each guest.
* Maintains high professional standards of service, appearance and behavior, ensuring consistency with The Promise guest service values and Salon Standards.
* Expedites guest check in/out in a courteous and timely fashion.
* Guides guests to their service location and ensures the flow of their experience.
* Receives guest complaints and determine course of action, refer to management as needed.
* Closes out the guest experience at check out by finalizing retail recommendations from technicians, soliciting comments about their experience, and providing a fond farewell
* Answers incoming calls using the standard greeting in a timely manner.
* Uses proper greetings in accordance with Company standards.
* Understands phone system and related functions.
* Books appointments based on specific service time requirements.
* Continually checks for openings and cancellations, utilize waitlist to accommodate guest preferences.
* Places calls to guests to confirm appointments and provide applicable details in a timely fashion according to established procedures.
* Communicates current and ongoing promotional programs, services and packages to guests by demonstrating in-depth knowledge of spa/salon offerings.
* Suggests add-on services to maximize sales.
* Demonstrates in-depth knowledge of retail lines, and make customized suggestions to guests.
* Maintains and updates master client file.
* Supports technicianˇ¦s by managing schedules, handling backlog, and accommodating guests.
* Communicates guest volume and schedules to management to arrange appropriate staffing.
* Assists in training other staff members as needed.
* Encourages and maintains cooperation and teamwork.
* Participates in monthly department and spa meetings.
* Performs general clerical duties as assigned in a timely and accurate manner.
* Keeps work area organized at all times and complies with all Company policies.
* Assists in dusting, merchandising and stocking of retail shelves.
JOB REQUIREMENTS:
* Strong customer service skills. Position continually requires demonstrated poise, service with a smile, tact and diplomacy
* Previous call center or reservation booking experience in a fast-paced service environment
* Excellent (English speaking) communication skill.
* Team player with good organizational and interpersonal skills
* Strong PC and keyboarding skills
* Able to handle multiple duties simultaneously
* Available to work varied shifts (evenings and weekends)
To perform this job successfully, an individual must be able to perform each essential duty at a satisfactory level. The requirements listed above are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Please email your resume to Anna Lam and include the location you are applying for: alam@rdspas.com
- Location: Gaithersburg & Arlington
- Principals only. Recruiters, please don't contact this job poster.
- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.